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