Oracle Service Cloud quick review
March 25, 2019

Oracle Service Cloud quick review

Daniel Lewenhoff | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is used by the customer support front end team. It enables us to have a holistic view of the customers contacting Support. It allows us to measure our KPIs and constantly improve ourselves. In addition, it alerts and forces the team leaders to follow the SLAs, push forward for faster TTR, measure NPS, etc.

Pros

  • Holistic view of the customer - it shows IB data, integrated with the Sales Cloud, it also shows business context
  • Measure and reports - SLAs, cases categories, TTR, NPS, self - service trends, etc.
  • It is cloud based so easy to use from anywhere anytime

Cons

  • Easier / smoother customizations whenever needed
  • Faster response times
  • Flexibility in cases numbering / naming
  • Reducing TTR, improving NPS, increasing self - service, minimal missing of SLAs. All this improve our business results.
For complex product/vendor level support it is well suited and this is what I need it for. For cloud services/or specifically services, I believe a lighter system might suffice.

Oracle Fusion Service Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
5
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.2
Customer portal
10
IVR
6
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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