Cheers Oracle Service Cloud
March 20, 2019

Cheers Oracle Service Cloud

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Used for customer service by around 2000 agents across multiple locations in Dallas and Florida

Pros

  • Seamless integration with voice, email and chat
  • Good integration with APIs with other systems
  • Ease of use for agents

Cons

  • Stability of the Browser User Interface (BUI) platform. As a new feature possibly not used by many companies, it doesn't seem stable at our scale yet.
  • Positive (cannot quantify due to confidentiality of this info)
  • Driven by customer satisfaction driving happiness and revenue, plus efficiency gains which allow fewer agents to handle more requests.
Scalability, ease of use for agents and integrations with other systems.
Very well suited for use by CS agents.

Oracle Service Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
Not Rated
Internal knowledge base
9
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
10

Comments

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