Oracle Service Cloud Review
March 22, 2019

Oracle Service Cloud Review

Manpreet Singh | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We use Oracle Service Cloud as a case management solution across our organization.

Pros

  • Business rule engine.
  • Workspace rules.
  • Staff account management.

Cons

  • Reporting & analytics.
  • User Interface.
  • The overall performance of the application.
  • I can't share specific numbers.
  • Overall, I feel the ROI was minimal. The product helped in some areas but not others.
Oracle Service Cloud has its own set of advantages. There are definitely areas for improvement.
Oracle Service Cloud is good for case management solutions wherein the case has a short age i.e. transactional in nature (password reset, issue with order etc...).

Oracle Service Feature Ratings

Incident and problem management
5.2
Organize and prioritize service tickets
5
Expert directory
6
Subscription-based notifications
3
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
5
Ticket response
7
Self Help Community
5.0
External knowledge base
6
Internal knowledge base
4
Multi-Channel Help
6.0
Customer portal
7
IVR
5
Social integration
Not Rated
Email support
8
Help Desk CRM integration
4

Comments

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