On cloud 9!
Overall Satisfaction with Oracle Service Cloud
- Great overview
- Works well with Oracle CC&B
- No great solution for handling CC recipients on the emails sent in to Service Cloud. You need a custom report in order to easily see if any recipients are CC'd.
- We are able to standardize and optimize handling through buttons, workflows and standardtexts
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Oracle Fusion Service Feature Ratings
Using Oracle Service Cloud
- Call logging
- Email handling
- Customer portal
- We started using buttons, to simplify the way incidents are being transferred from one team to an other
- We might be adding a chat bot or digital assistant of some sort
Evaluating Oracle Service Cloud and Competitors
- Product Reputation
- Vendor Reputation
Oracle Service Cloud Implementation
- Third-party professional services
We started out with our design phase.
Then we had our UAT phase where we also made sure our system was approved in the market.
Then we went live and started adding customers.
Our project manager and the rest of management was responsible for the change management.
Unfortunately the business wasn't included enough which has given a few bumps on the road. So an important lesson is, that when implementing a new system, it's key that the entire business and all of the management team is backing up.
- It was change management related, due to lack of communication
Oracle Service Cloud Training
- In-person training
- Self-taught
Configuring Oracle Service Cloud
I think my absolute best advice is, to not focus on what you used to have, but what core functionality you need, and then configure based on that.
You tend to want to build exactly the same functionality as you used to. In stead you should focus on the basic need, and then look into the best way to handle that process. We found, that some of things the business wanted, wasn't needed, but they requested it, because that was how it was done in the old system. So always challenge the configuration requests.
Oracle Service Cloud Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Through their technical webinars!
It's amazing, and it add's to my knowledge about Service Cloud. One of the latest was actually some of the things the technical support uses to find errors, so that's neat to be able to do, by yourself.
Using Oracle Service Cloud
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Replying to emails due to standard texts
- Finding out who was cc'd in an email
Oracle Service Cloud Reliability
Integrating Oracle Service Cloud
- Our phone system
- Oracle CC&B
Integration was performed by our implementing partner but it is in the lighter end of integrations.
Our phone system creates a call task when ever agents answer the phone, and all our customers in Oracle CC&B are sync'ed to Service Cloud where they can be used as contacts.
- Not at this point
- File import/export
Upgrading Oracle Service Cloud
- Always get new functionality that inspires us to develope
- Agent browser knowledge