If you are looking for a speedy way to maximize your connection with your customers, this is it.
Anonymous | TrustRadius Reviewer
March 20, 2019

If you are looking for a speedy way to maximize your connection with your customers, this is it.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is our current platform to receive incoming contacts from members of our community regarding ways to connect with City services. We take a variety of incoming "touch points" that are funneled through Oracle Service Cloud, from mobile apps, web widgets, phone calls, and Amazon Alexa. It is used cross departmentally. Oracle addresses the need to keep a record of all incidents in an easily accessible environment, especially one that supports different software programs and data mining needs.
  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
  • Web self-service
  • Social media
  • Email
  • Telephony
It has been excellent. With the implementation of Alexa we have been able to fulfill the needs of members of the community who might not be able to use a computer or smart phone, and also fulfill the needs of other types of customers with specific ADA needs.
No, we have not achieved this benefit to my knowledge.
  • Since its, it has significantly reduced our training time of new agents. What used to take 6 weeks in the class room, went to 4 weeks.
  • Service Cloud allows us to easily gather data to report to the other departments quickly.
Oracle is well suited for our environment as we manage service incidences. As we currently have it configured, we do not drill down to create any customer/caller profiles, which might be helpful for future implementation.

Oracle CX Service (formerly Oracle Service Cloud) Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
6
ITSM collaboration and documentation
6
Ticket creation and submission
9
Ticket response
9
External knowledge base
6
Internal knowledge base
6
Social integration
8
Email support
8
Help Desk CRM integration
8