Love it and want more of it!
April 15, 2021

Love it and want more of it!

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

Software Version

Oracle Field Service Cloud (legacy)

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)

We are using Service Cloud to track our install base and any kind of service calls needed within our install base. We have both software and hardware, as well as professional services, but we are tracing the two former and tracking entitlements via service cloud.
  • Definitely does a great job of tracking entitlements.
  • Very clearly can track the physical location of hardware.
  • Very capable of tracking service calls, as well as billing opportunities from those calls.
  • Better integration capabilities, bi-directionally, with ERP tools.
  • Time entry is good, but it doesn't share well with PSA tools.
  • UI can be cumbersome, especially when getting deep down into assets.
  • Easily can identify install customers of the same type.
  • Efficiencies created with overall traceability, which allow us to reduce staff.
  • Data analytics add significant value to future installs.
We have some challenges with integrating with our ERP, PeopleSoft. We would love to see much more integration capabilities.
Not sure how to really answer this. We are predominantly a PeopleSoft shop, but that doesn't appear in your list.
PeopleSoft Financials, Domo, Oracle Business Intelligence Discoverer (discontinued)
We have found that when we install a piece of healthcare equipment at a site, Service Cloud is extremely strong at tracking that equipment and the activity around it. We find that Service Cloud really doesn't benefit us on the Professional Services side of things very much.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration