Oracle Service Cloud - Customization a Win!
Anonymous | TrustRadius Reviewer
December 20, 2018

Oracle Service Cloud - Customization a Win!

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

Our team used Oracle Service Cloud to communicate with both internal and external customers in an eCommerce Retail setting. It was used solely by the Customer Service team within our organization.
  • The ability to customize views to individual team members or groups of team members was nice. We were able to set up queues based on knowledge levels so that newer team members didn't even see customer inquiries on more advanced-level topics.
  • The ability to pull analytical reports was a great added feature, as there were a variety of options available depending on what the need was.
  • The ability to see productivity stats was an effective tool to see how each team member was doing and how much work they were able to accomplish on any given day.
  • We struggled when moving to Oracle Service Cloud from our previous platform. While the options are endless in how you can set up your own internal platform, there was a definite learning curve to the usage and terminology.
  • The platform felt a bit clunky in that it always seemed like it should be more user-friendly to representatives utilizing it but there were no options to actually make it more user friendly.
  • The platform itself was a very large file and resulted in slowness on some of the older workstations we have.
  • Live chat
  • Email
Oracle Service Cloud provided us the ability to easily triage customer needs - both internally and externally. We were easily able to see what needed attention first because of the functionality of creating our own customized views. Being able to also house our customer-facing chat within the same platform was also an added bonus for us - no need to have yet another window open!
Oracle Service Cloud gave us the ability to be able to leave internal messages on a thread, being able to provide agents with further assistance or insight on a specific case. This was also helpful for us to triage work - we were able to handle multiple issues quickly and just leave a message for the agent stating it was taken care of, and they simply needed to send a reply. It made our team much more efficient right out the gate in the mornings.
Our company selected Oracle Service Cloud over others at the time because of the customization opportunities. In the original set-up and working with the Oracle team, we were able to essentially create a platform entirely based around our needs as a department. The reporting and analytic options were also a reason for selecting Oracle Service Cloud.
With being able to set up how and where our email flowed into Oracle Service Cloud, we were able to set up queues and designate agents to certain queue visibility depending on their skill levels. This was an awesome function for our team and then we were able to move agents around as their knowledge and expertise expanded. This way, we ensured that customers were receiving the best possible responses and resolution. This creative functionality was by far the best part about working within the Oracle Service Cloud platform for our team.

Oracle Service Cloud Feature Ratings

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