The system that Technical Support needs
April 08, 2019
The system that Technical Support needs
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We are using Oracle Service Cloud to manage the Service Requests opened by customers and partners with our Global Technical Support. It is used by company world-wide. By using it we are able to see the history of the customer, previous issues, install base, and get the entire picture.
- Case Management
- Visual presentation of the required data
- Centralized and focused data presentation
- Inability to change the type of comment (from public to private and vice versa)
- Deletion of the files attached to Service Request is complicated
- Filtering and sorting of Service Requests via support portal
- POSITIVE - The Support Engineers come ready when they start working with the customer. The customer feels we are in control.
- POSITIVE - Type ahead will be a real game changer
- NEGATIVE - The case management via portal is quite limited. Especially the sorting and filtering of the cases.
Worked with PeopleSoft CRM in the past, and the old version of Oracle. I love the current one the most.