Oracle Service Cloud - Centralizing Customer Support Data Tracking and Communications
October 08, 2018
Oracle Service Cloud - Centralizing Customer Support Data Tracking and Communications
Score 10 out of 10
Vetted Review
Verified User
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.
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.
- 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.
Oracle Fusion Service Feature Ratings
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.