That's just like, your opinion, man.
March 20, 2019
That's just like, your opinion, man.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We user Oracle Service Cloud (OSC) across our organization in a global capacity. Most recently, we've been using OSC to provide the main repository for customer service focused knowledge, that we then surface via knowledge portal and chatbots.
- The customization that is possible is a strong point.
- When used properly, it is performant and highly available.
- The admin and author UI are very dated, and heavy.
- The reporting in not intuitive to a business user without a SQL background
- OSC has helped us to achieve a significant increase in call deflection, and an increase in CSR productivity.
At the time of our evaluation, the language and API support in Oracle surpassed that of Zendesk. The OOTB Knowledge base solution with Dynamics 365 was lacking in features.