Our journey with KA
March 20, 2019

Our journey with KA

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We use Knowledge Advanced and Oracle Policy Automation as a Knowledge Management solution for our Service and Operations organization. KA has opportunities to provide better analytics and search algorithms. OPA has been successfully deployed and is a winner for us. We continue to learn more and adjust.
  • Able to support a large user base in a highly regulated industry
  • The CX editor is more robust then Knowledge Foundation
  • SEO - We can't find an expert at Oracle that knows how search actually works at KA. How do we actually drive the right behaviors? That's missing.
  • Analytics - I can see who's looking at my content, but I can't connect it with the phonecall. You can kind of piece it together, but it's super manual
  • The other thing that's missing is productivity reporting. I can't tell how much they're doing, with my CX users. We can do a count of incidents, but no productivity reporting.
  • We have been able to automate some tasks but have had to manually solve for others in our transition from Knowledge Foundation to Knowledge Advanced
The automated workflows (Draft > Quality > Business > Publication) and default sun set dates allows us to automate a non-value added task.

Oracle Fusion Service Feature Ratings

Subscription-based notifications
Ticket creation and submission
External knowledge base
Internal knowledge base
Customer portal