Item: Oracle Fusion Service
Rating: 9
Author: Chris Messineo

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Ease of Integration

We have some challenges with integrating with our ERP, PeopleSoft. We would love to see much more integration capabilities.

Alternatives Considered

Not sure how to really answer this. We are predominantly a PeopleSoft shop, but that doesn't appear in your list.

Other Software Used

PeopleSoft Financials, Domo, Oracle Business Intelligence Discoverer (discontinued)

Likelihood to Recommend

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.

Love it and want more of it!

Software Version

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)