Oracle Service Cloud - Customization a Win!
December 20, 2018
Oracle Service Cloud - Customization a Win!
Score 6 out of 10
Vetted Review
Verified User
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.
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.