A Complete Service Suite - Oracle Service Cloud
June 19, 2018

A Complete Service Suite - Oracle Service Cloud

Raviraj Raikar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is being used by a couple of our clients for providing support to their customer base. As the customers used different touch points like the WEB, Social and Mobile Devices, the Oracle Service Cloud provides multi-channel ticket management services which help to cater to customers using different touch point system. Its tight integration with various social media platform helps to understand what customers have to say about the service and quickly address their issues and concerns.

Pros

  • Oracle Service Cloud provides some self service capabilities which allows the clients to build some support sites which offer guided assistance to some of the frequently asked questions.
  • The product allows connecting with the customers easily regardless of the medium or channel they are using to connect with the business.

Cons

  • Customization of the product is not well supported, hence one needs to come up with out of the box ideas to cater to the business requirements.
  • The tool has lesser documentation available online so it makes much more difficult to understand all the salient features of the product and implement it.
  • With Oracle Service Cloud the major benefit has been cost savings on the Service Personal deployment. With the Self Service Capabilities of the product over 35-40% of the frequently asked queries by the customer gets resolved by the answer management suite. This helps a lot in cost savings.
  • The multi-channel communication medium platform helps in getting the messages quicker to the customer.
  • The Social Media integration helps keep track of the views and concerns of the product by the user base, and quickly provide resolutions to their concerns.
Oracle Service Cloud is well suited for case management kind of services and it can provide guided resolutions to the Customers queries or concerns. Each of the queries or tasks can be managed using incident management, and the business can track the same to the completion. At any point in time, they can check the progress of the incidents. The contact information stores the detail contacts of the businesses and one can use the same to contact them to provide the resolutions to their tasks or incidents.

Oracle Fusion Service Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
8
Expert directory
6
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.5
External knowledge base
9
Internal knowledge base
8
Multi-Channel Help
7.6
Customer portal
8
IVR
7
Social integration
8
Email support
8
Help Desk CRM integration
7

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