Growing with Oracle
April 20, 2019

Growing with Oracle

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Currently, we are using Oracle Service Cloud for emails and chat routing. We also use it to support our customer facing FAQ knowledge base.

Pros

  • Auto response to acknowledge receipt of email
  • Ability to use standard text templates when formulating responses
  • Ability to see entire email thread from same customer

Cons

  • Ability to identify duplicate emails
  • Ability to filter spam emails without business rules
  • Ease and use of generating out of the box reports
  • Constant increase with contact deflection.
  • Self-service awareness has increased.
  • Increase with questions avoided.
Oracle Service Cloud is easier and more intuitive to use. Help feature is available at every screen.
Well suited for customer service channels including email and chat handling.

Oracle Service Feature Ratings

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

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