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

Incident and problem management
9.0
Organize and prioritize service tickets
10
Subscription-based notifications
6
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10