Oracle Service Cloud... two years of mixed feelings
Kristine Tannert | TrustRadius Reviewer
Updated September 28, 2018

Oracle Service Cloud... two years of mixed feelings

Score 2 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is used in our organization mainly by the contact center (although other service providers, such as customer success managers) also use the standalone co-browse module to assist our customers. Service Cloud allows us to offer a chat channel to our customers and to measure the success and efficiency of this channel.
  • Captures a lot of data - the information helps management understand customer sentiment, peak hours, and agent behavior
  • Can be configured and customized heavily
  • The .NET desktop agent desktop is pretty clunky (installation issues, really outdated UI, performance issues if you do too much customization). I recommend you use the Browser User Interface instead for a more modern experience for your agents and admins (Oracle seems to be trying to add the entire feature set from the desktop version to the browser version of their agent-facing product, but it's not all there yet)
  • Oracle Support is difficult and cumbersome. You will have an uphill battle on your hands any time you need assistance (and since the product is so customizable and complex, you WILL need assistance!)
  • May be a bit of a repeat, but this is a complicated beast of a product. There are black boxes littered all over the place. And you can see the "seams" where they've stitched together applications they acquired. Some modules are very clean and intuitive while others are stuck in the dark ages. The onus will be on you as the customer to learn how to wield the application.
  • Live chat
  • Co-browse
Our customers appreciate having live chat and co-browse as a service channel. Since we're not utilizing many of the channels that Oracle Service Cloud can offer, I can't say too much about how else Service Cloud impacts our channels (we use different products for other channels).

But I can add that Oracle Service Cloud doesn't offer native telephony - it can integrate with telephony products but they typically recommend a piece of middleware (Open Methods) and for your telephony provider to be cloud-based.
We are not using Oracle Service Cloud's knowledge management product. We utilize some different products to provide a knowledge base to our customers and internal users.
  • last year we rolled out a 2.0 version of a customer facing application and migrated our customers to it. The standalone cobrowse product from Oracle Service Cloud made this process significantly smoother
  • We hear from customers regularly that they appreciate having the ability to chat while they're inside our app.
  • In using the Feedback component during chat sessions, we're able to quantify customer sentiment and find where we can streamline processes and departmental handoffs.
  • We've had to spend a huge chunk of time and money on maintaining Oracle Service Cloud, not worth it compared to the value we get out of it as an organization. I spend close to 70% of my time handling it (surprise data purges, overzealous spam filtering, performance issues and crashes, Oracle releasing updates that break things like cobrowse within chat and click-once installation, even just grappling with Oracle Support can be a full time job) and since we only use chat and cobrowse, it's hardly worth it.
I didn't select Oracle Service Cloud. It was here before my time. But after a few years of working for it, I can honestly say I'd select standalone cobrowse for my org again - that's been a great tool. It's very lightweight for our users (both customers and "agents") - nothing to install, very intuitive. With chat and ticketing (we don't use the ticketing feature anymore, but we did use it for about a year and ended up rollling back after some pretty big roadbumps), I've seen products that do a better job (they might be lighter on reporting, but they struck the right balance between heavy duty data logging and user experience)
If you're wanting a multi-channel (chat, knowledge base/self service, ticketing) solution all from one product, and you have some dedicated resources or a lot you can spend on professional services, and if you prioritize data over the end-user and agent experience, this might be a reasonable product.
But if you just need a product that provides one or two new channels, I think there are other products that can do those jobs better.

Oracle CX Service (formerly Oracle Service Cloud) Feature Ratings

Organize and prioritize service tickets
7
ITSM collaboration and documentation
4
Ticket creation and submission
8
Ticket response
8
External knowledge base
8
Internal knowledge base
5
Customer portal
8
Social integration
1
Email support
1
Help Desk CRM integration
4

Oracle Service Cloud Support

Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem.

Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job.
ProsCons
Kept well informed
Less knowledgeable
Problems left unsolved
Escalation required
Need to explain problems multiple times
Support doesn't seem to care
After Oracle broke something major and I submitted an SR, I got pretty good support from a senior technician. Called me rather than just forcing me to login to their portal to update my ticket.

Using Oracle Service Cloud

ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • Standalone co-browse - it's consistently intuitive for end user, agent, and administrator
  • Basic reports - if you have some BI/report writing experience, you can easily figure this out (however the tool is OTBI so it's very limited) and it comes with a lot of canned reports that are easy to copy and customize
  • Editing workspaces (the UI where your agent will interact with a ticket, a chat, the knowledge base, etc) is so clunky.
  • The rules engine in the .NET desktop version is unforgiving . First, from a UI perspective it's just scary. I've seen the demo of the Rules 2.0 on the browser UI and it looks a lot better, but frankly, the bar was pretty low! Second, it has some squirrelly way of writing escalation rules that just makes no sense - we hired an Oracle Consulting expert to write those rules and she got stumped too. Also it has some missing features like ability to export... we and a lot of customers have pretty extensive rulebases, it's hard to view everything on the screen the way we need, so an export would be nice.
  • Setting up profiles and navigation sets (just to control user permissions and views) is a headache.
  • Managing spam and other filtering of emails (if you connect your email channel to Service Cloud) is awful - you have three or four places you have to check for filtered emails including a third party vendor portal. And there's not a lot of detail, and none of the various portals has an intuitive user experience. I had to ask Support several times how to do something simple like throttle down my spam filter.
  • Submitting tickets to Oracle Support - their own portal is slow, complex to navigate, and the dropdown options that I HAVE to fill in make no sense to me. Takes me at least 20 minutes just to fill in their form before I can write up my actual issue. And then I always have to specify that i did in fact read the article in the knowledge base or they will just send me a link to their crappy documentation.
  • Lots of little nooks and crannies, such as if you want to add a chat queue, you'd have to add the queue to a customizable list, then you'd have to add it to each profile (a group of users) so they can access it, and then you'd have to make sure it was written into your rulebase. It's easy to get lost.
  • Administering the product environments (upgrades, interfaces, mailboxes, utilities, etc)- some of this is done from the console, some is done from a portal called Configuration Assistant, some is done from their Support Portal, and I think there are a couple other portals I'm forgetting. None of them have single sign on, and heaven help you if you need to be on a PCI or HIPAA pod, because then there's even more complexity to logging into their various portals. So if I need to do something simple like check when the Techmail utility was last run, I go to portal A. Then if I see it's not running I have to go to Portal B to find out if it's enabled.