Oracle Service Cloud in Public Sector
March 22, 2019

Oracle Service Cloud in Public Sector

Jason Cota | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Monad Solutions is an Oracle partner specializing in implementing OSvC and (OPA) Oracle Policy Automation in the large commercial and Public Sector spaces. One thing that is important to note is that the combined platform (Service Cloud, OPA, Knowledge, Chatbot etc) is an enterprise configurable system that can address multiple issues. Currently we support businesses that struggle in the following areas:

  • Paper to Automated Forms
  • Automated Processes and determination via CX support across all channels
  • Determining eligibilty for multiple programs (taxes, health benefits, licensing, permitting ect)

Pros

  • Highly configurable with multiple options (pre-built or platform based) for integrating with other systems and data sets
  • Ability to get set-up and into production very quickly
  • Excellent range of cloud security to meet the demands on any client

Cons

  • Given the .net based database it would be very beneficial to have a pre-built connector to map in Oracle Database Schemas
  • As a partner the OSvC demo environments could be more effecient
  • It has increased the clients self-service capabilities and has allowed internal resources to concentrate on cases that are at a high difficulty rating.
  • Has been to apply consistent and auiditable support across the enterprise
As a partner I see our ability to get OSvC up and running at a better cost and a quicker implementation time frame
  • Very well suited for an organization that needs security as an out of the box feature.
  • Supports Omni Channel outreach and exceptionally good at tracking items and tickets.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
External knowledge base
9
Internal knowledge base
9
Customer portal
9
IVR
7
Social integration
8
Email support
8
Help Desk CRM integration
8

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