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On cloud 9!
Updated August 06, 2019

On cloud 9!

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

Overall Satisfaction with Oracle Service Cloud

We uses Oracle Service Cloud for handling customer service, meaning that all emails and calls are logged in 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
Service Cloud seems more agile
Oracle Customer Care and Billing, Oracle Utilities Meter Data Management (MDM)
It has a huge amount of functionalities but it's still manageable and it's possible to manage and develop in house.

Oracle Fusion Service Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
7
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Email support
10
Help Desk CRM integration
10

Using Oracle Service Cloud

70 - First level, second level and backoffice as well as mangement team
1 - Knowledge of the business and users day to day tasks as well as Oracle Service Cloud functionality
  • 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
We are committed to using this system that we just started using a few years ago

Evaluating Oracle Service Cloud and Competitors

Yes - Microsoft crm
  • Product Reputation
  • Vendor Reputation
no, I wasn't a part of the decision making process
That's a hard question, since I believe we made the right call. But we didn't just get Oracle Service Cloud, we also purchased Oracle Customer Care and Billing, so it was a factor that integrations between the two was possible.

Oracle Service Cloud Implementation

I think we set a record for shortest time spend on implementing, and overall it went really well. What gave us the most challenges was the employees who hadn't been prepared well enough by their leaders, to understand that everything was not 100% done.
  • Third-party professional services
We used Wipro to implement Oracle Service Cloud.
Yes - 

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.

Change management was a minor issue with the implementation - 

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

Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along.

Later on we started exploring by our selves.

If you have an open mind, and have flair for IT I think it's okay, especially when you start to understand the background logics

Configuring Oracle Service Cloud

I think there is so many options as to how you want to setup your service cloud. We have only scratched the surface, but we are getting smarter and more knowledgeable all the time. For us, the limitation has been, that we want as few customizations as possible, and almost three years in, we are still sticking to that. We only have a few customized functions - everything else is our of box functionality.

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.

Some - we have done small customizations to the interface - The few customizations was made by our implementer before we started using Service Cloud. We only have a few, like a custom field for an extra contact, related to the incident.
not at this point

Oracle Service Cloud Support

I guess a 10 would be if everything was just perfect - or more than perfect - all the time.

I think we get the help we need, when we needed, but usually we are able to solve issues and challenges through our partner and implementer or through the Oracle Customer Connect forum.

ProsCons
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
Yes - It turned out, that it impacted all users, and Oracle then had to make a patch for it. That part took longer than what I could have hoped for, but they were very helpful in figurering out a way to work around the issue, which was rather small.

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

I think it's a great system with great functionality
ProsCons
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
Yes, but I don't use it

Oracle Service Cloud Reliability

We have never had any down time, slowness or anything.

Any error or instability that has occurrred has so far has been caused by user errors.

We have never had issues with downtime or it not being available.

Upgrades and maintenance also happens in weekends or at night.

We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.

Integrating Oracle Service Cloud

I think it was pretty easy, but I didn't have to make the integration. I only tested, and described what we wanted.
  • 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
I don't know, but they have so far been really helpful
  • File import/export
nope
I think it would be, to be involved from early on, to learn as much as possible from the get go

Upgrading Oracle Service Cloud

Yes - It went perfect
  • Always get new functionality that inspires us to develope
  • Agent browser knowledge