Service Cloud Administrator
March 21, 2019
Service Cloud Administrator
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We use in for our Customer Support team
- Knowledge base
- Chat
- Advance Routing of Incidents
- Analytics - We used to use EBS, which didn't have good reporting. Oracle Service Cloud has a lot of out of the box reports - incident reports, logged in staff accounts, first-contact resolution, etc.
- Advance Routing - Right now it's minimal. it's routed based on product skill. We'd like to add more parameters to advanced routing, such as based on customer.
- Integrate with Add-ins - The workspace performance is very slow.
- Knowledge search
- Self Service has improved
- Knowledge Management is good
- Great Customer experience
It has inbuilt Knowledge