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