Basic customization and quick edits for business users
April 02, 2018

Basic customization and quick edits for business users

Corbin Midgley | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We are transferring tickets from department to department, tracking call stats, handling emails from customers, and have 4 internal chat systems. The OSC allows us to very quickly stand up new features and continue to improve on them with ease, but we eventually hit a wall with the out of the box functionality and need to supplement it with add-ins.

Pros

  • Advanced Reporting features. I can very quickly create a report to look for trends, highlight values with conditional formatting, pull in other data sets, link the report to other reports in the system so that I can open the data in another view, filter by a specific manager's employees or really anything else I can think of, and export the report to Excel.
  • Workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.
  • Ease of use for first time admins. This is a GUI interface where I can drag and drop things where I want. There's a lot of logic involved with flowcharts and rules to ensure that incidents go where they are supposed to, agents only see the correct items, information is gathered when necessary, etc. but I do not need to have any development or coding experience to use it. There's also a plethora of documentation available to guide you through your first implementation.

Cons

  • The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available.
  • I can create custom fields to extend the out of the box tables, but my sizes are limited and I cannot create a hierarchy in the custom field like there are for out of the box fields.
  • The system is still trapped in a 2000s design and there's not a lot that you can do to make it look more modern. We have added images, color backgrounds, colored title bars, colored buttons, etc. but we are limited in what we can customize. For example, the button color, font, and font size can be changed, but not shape, drop shadow, highlight on click/hover, and other features that you would have access to if building a website with CSS.
  • Tracking trends in our call data to know which of our clients are sending us the most and combining that with other data such as the category of the call/email to research potential knowledge gaps or global issues that we need to be aware of.
  • We are able to push knowledge out so quickly that we can tackle hot issues as soon as the verbiage is approved through management.
If you want to give operations more control over the knowledge available to their agents without going through a dev shop, I absolutely recommend the OSC. The problem is going to be when you start to outgrow your implementation and want to bring someone in to pretty it up, build complex processes for validating data, add automation opportunities, etc. they will not be impressed by the OSC's features. We have loved using it for 5 years and I know that we have one of the more complex implementations out there.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
9
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
9
External knowledge base
8
Internal knowledge base
5
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
9

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