Oracle Service review
April 15, 2021

Oracle Service review

Heena Karir | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)

We are a service-based company. We configure and customize the Oracle Service cloud as per our client requirements.
We have used customized Service Cloud for Order Management, Hospitality, 311 solutions, Assessment Appeals, Hi-Tech Solutions, Transport and many more verticals

Pros

  • Case management
  • 360 degree contact management
  • Strong knowledge base

Cons

  • Rules for custom object in service console
  • Multiselect option in reports
  • Field with data type as Currency
  • With better CX, ROI increases multifold
  • Faster Customer Response and Resolutions of their grievances uplifts overall Customer Experience
Some of the native PHP functions are blacklisted which causes a problem during integrations.
Also, not all of the DotNet components work on the Agent Desktop and we end up wither finding a work around or completing removing the requirement
Oracle Service Cloud licenses are more flexible
Service cloud is best suited in a those scenarios where customer interaction and customer experience are of prime importance

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
10
Subscription-based notifications
6
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

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