Overall great experience but reporting, versioning and multi-edit could be improved for KA
March 20, 2019
Overall great experience but reporting, versioning and multi-edit could be improved for KA
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We have been using Knowledge Advanced to manage our knowledge base and we were using the Knowledge Foundation before. Things are going well so far but I wish we could have better reporting support like we have for the Foundation. Currently task related reporting is not there and also the multi-edit feature is missing as well. We were able make mass updates easily before but now we have to engage the Pega Bot for making mass updates for Business Approvers, SME and Review Dates.
- It has a good user interface and the navigation is great.
- Service cloud is stable and hardly crashes, mostly able to run large reports.
- The support is great when you need it.
- As mentioned before, the reporting needs to be available for everything that counts. We shouldn't have to go through the APIs.
- Multi-edit option is needed for Knowledge Advanced version because right now mass update is really a big problem.
- We need good task related reporting like we had for the Knowledge Foundation. Right now we have to go through the APIs.
- Being able to actively manage the content is great.
- Content versioning and reporting could have been better.
- Incident management is working well.