Oracle Service Cloud quick review
March 25, 2019
Oracle Service Cloud quick review
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.
- 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
- 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.