Great scalability and future-proof solution for omni-channel experience
April 17, 2019

Great scalability and future-proof solution for omni-channel experience

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We use Oracle Service Cloud within our Services/Support team to provide a platform for our customers to log their issues, changes, and questions with us and provide a modern platform for consistent and rapid responses with self-service capability.

Pros

  • Self-service knowledge
  • SLA management
  • Seamless branded portal experience

Cons

  • Continued rollout of full feature set to the Browser User interface
  • It has provided us with scalability that we did not have with manual systems previously. We can easily onboard new customers now with very little effort.
  • Eliminates errors from manual tracking of SLAs.
We feel the omnichannel elements, in particular, are far superior, and these were important for our needs.
It is strongest in the pure customer service arena providing an omnichannel capability, which can be extended, for a leading customer service function. Its self-service portal and the knowledge/answer base functionality is the strongest area we find.
It's less well suited to managing data mastering scenarios.

Oracle Service Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
7
Ticket creation and submission
9
Ticket response
9
Self Help Community
9.5
External knowledge base
10
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
10
IVR
9
Social integration
7
Email support
10
Help Desk CRM integration
9

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