Oracle Service Cloud from Administrator's point of view
Updated August 26, 2019

Oracle Service Cloud from Administrator's point of view

Pavol Procka | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We use Oracle Service Cloud across the entire organization. We use it as a communication and knowledge platform for both internal and external customers.
  • Easy integration with other products.
  • Good access to documentation and support.
  • Great customization possibilities.
  • Workspace rules logging is lacking.
  • It could use the availability of more fields in the Business Rules.
  • Heavier reports tend to crash while loading, and often need to be run for shorter periods to get the data.
  • I work more on the administration side of the product, and as such do not have the numbers to answer this question.
I was not part of the team to make the selection. I worked as a user of both products, and from that point of view can say that Oracle Service Cloud offers a better GUI.
Strengths:
- Cross-channel customer interaction availability.
- Great possibility to build custom reports.
- Web customer service,
- Knowledge management tools.

Weaknesses:
- Relatively high system requirements, so it might be laggy on average machines.

Oracle Fusion Service Feature Ratings

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