Oracle Service Cloud - Centralizing Customer Support Data Tracking and Communications
Anonymous | TrustRadius Reviewer
October 08, 2018

Oracle Service Cloud - Centralizing Customer Support Data Tracking and Communications

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

Our company utilizes Oracle Service Cloud for support case tracking, RMA processing and organizational communication for customer support cases.
For the most part, this application is utilized primarily by technical support services, although the RMA department, customer support and administration will access it for various information gathering purposes.

We utilize full email services that allow incoming communication from customers as well as chat services to offer online support options for cases that might not require a full support phone call.
  • Case note tracking. For our products and customers, and the associated support issues we face, case notes are vital. Oracle Service Cloud centralizes everything in one place.
  • Online chat services. The ability to field multiple support cases simultaneously and integrate that into the database automatically is vital and streamlines that aspect of the support process.
  • Integration with our SAP RMA database which allows the entering of data into that system through the Oracle Service Cloud interface. This minimizes the need for multiple apps running to facilitate the combined tasks into one support software.
  • I do not have any cons for this software. It is a complex service tracking and communication software and requires some specific training in its use, but that is to be expected for what it is.
  • Web self-service
  • Live chat
  • Social media
  • Email
  • Field support
  • Messaging platforms
  • Co-browse
Our primary point of contact for support is via telephone. However as more and more of our integrating partners find themselves online over the course of their job, we receive many support requests through our website help portal via email or chat.

Oracle Service Cloud provides the conduit to combine all of these services into one centralized database and nexus for communication. In an organization our size with as many customers as we work with on a daily basis, this ability to tie it all together is paramount.
All of the information gathered for our support cases is distributed through either the integrated search mechanics in the application or through an aggregation that places a lot of the information into our web-based help system. This provides both our support staff and the integrating partners and technicians the ability to reference relevant technical information based on previous experiences with similar issues.
  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
The only software I have used in the past, at another employer, that comes anywhere close to this functionality was Zendesk. It is not a direct comparison as Oracle Service Cloud offers much more than Zendesk's basic support ticketing and communications. At the scale and volume at which we communicate in my current company, Zendesk would be outside of its capacity.
In a large company with multiple people that could potentially access any particular support case, Oracle Service Cloud provides the ability for these people to contribute to the notes, add case specifics through a variety of customizable data fields, assign cases to specific queues to ensure that the right people are notified on case progress and provide email and chat communications with the end user as needed.

Oracle CX Service (formerly Oracle Service Cloud) Feature Ratings

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

Using Oracle Service Cloud

Most of the users of Oracle Service Cloud in our company are in the support and RMA departments with some administration access for data tracking and case referencing.
2 - We have two dedicated database and application specialists that maintain our information structures, configure access and offer support for the rare instances that the software is not functioning properly or requires an update.
  • Support case tracking for integrated partner trouble tickets
  • Ability to process reports to determine trending in particular products that might have a widespread issue resulting in more support case volume
  • Tracking of integrated partner cases to help determine possible need for more training or additional services to assist their ability to better help themselves on reoccurring support issues.
  • Integrate support ticket information into a searchable web interface that allows end users to find previous support tickets so they may reference previous solutions to what they may be currently experiencing.
  • We are looking at possibly integrating into more social media outlets and if Oracle Service Cloud can offer a smoother integrating into that process, then the ability to tie it into our existing dataset would be preferred over other options.
As of this moment, Oracle Service Cloud offers the best solution for our support case needs. It provides the best combination of database, communications and usability.