Oracle Service Cloud
October 07, 2019

Oracle Service Cloud

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

It is used as a client portal to submit complains and questions. It supports self-service registration, knowledgebase, live chat, virtual assistance, feedback surveys, incident management. The UIs are responsive and mobile-friendly.

Pros

  • UIs are responsive and mobile-friendly.
  • The agent side is easy to understand and navigate.

Cons

  • Building more OOTB functionalities that support other business needs around handling complains and incidents.
  • Shortened time to market.
Java solution would be built from scratch, while the Oracle Service Cloud is SaaS that can be customized to fit the exact needs.
  • Submit complains by the public or clients.
  • Track complains status.
  • Manage submitted complains.

Oracle Service Feature Ratings

Incident and problem management
6.5
Organize and prioritize service tickets
8
Expert directory
4
Subscription-based notifications
6
ITSM collaboration and documentation
5
Ticket creation and submission
9
Ticket response
7
Self Help Community
4.0
External knowledge base
4
Internal knowledge base
4
Multi-Channel Help
7.4
Customer portal
8
IVR
4
Social integration
8
Email support
9
Help Desk CRM integration
8

Comments

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