Anxious for more!
March 20, 2019

Anxious for more!

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

Overall Satisfaction with Oracle Service Cloud

It is used in the customer service organization to manage the incoming requests from customers for price, availability etc. Workload balancing is a key problem addressed.

Pros

  • Visibility to requests and history of providing a solution.
  • Reporting to team management.
  • Performance against KPIs.

Cons

  • Better ability to address unique customer relationships, e.g., where an incoming incident is from an individual that represents multiple organizations.
  • Integration with other Oracle products, e.g., JDE.
  • Easier navigation of support documentation.
  • We believe that there is a positive impact that has allowed us to better utilize scarce customer service resources.
We opted immediately for Service Cloud because we anticipated simple integration with our other Oracle products. We have not achieved integration yet.
Well suited to our small, customer-focused service organization. Integrated well with our email server.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
7
Expert directory
7
Ticket creation and submission
7
Ticket response
7
Internal knowledge base
7
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
7

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