Moving from standard Oracle ERP to Oracle Service Cloud
April 08, 2020

Moving from standard Oracle ERP to Oracle Service Cloud

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

Overall Satisfaction with Oracle Service Cloud

We use Oracle Service Cloud for all of our customer interactions, field dispatch, and ordering. This allows our users to search quickly for information and gain valuable metric information via reporting. We also use the email functionality which is helpful for tracking interactions from start to finish.
  • Searching
  • Report customization
  • Automation
  • Better email (tech mail) customization options
  • Better order management integration
  • Different ways of associating contacts to multiple accounts
  • Tech mail has allowed us to save 70k per year by eliminating a 3rd party service for our email and chat needs.
  • By using Oracle Service Cloud, we’ve been able to automate processes for department handoff by using category and product codes, eliminating incorrect handoffs and reducing turnaround time for agents.
Service cloud is great at tracking data, but sometimes the data can be overwhelming and the user has to do a lot of work on the front end to make sure the data is correct. Customizations should be easier for companies without having to hire an Oracle expert to do all of the work for you.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Social integration
Not Rated
Email support