Not the right fit but good for others
October 07, 2021

Not the right fit but good for others

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Oracle Field Service Cloud (legacy)

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)

We use Oracle Service for recording client interactions with our training staff. We facilitate trainings and then have follow-up intensive training following those trainings. We wanted to set up a platform to have the trainees record their progress with the material and submit the information to our consultant/trainee. So, we looked into Oracle Service to store the information and be a platform to host our clients.

Pros

  • Customization
  • Formatting
  • Tech storage/Platform capabilities.

Cons

  • On-boarding
  • Usability
  • Sign-up process.
  • Expanded understanding of what is available.
  • Makes me feel like our tech department is lacking.
  • Was not the solution for the problem we set out to solve.
Oracle Service seems to have the advantage of providing many opportunities to companies if they have the right knowledge base. It opened our eyes to what possibilities were afforded to us by exploring the different options that existed. None of the options seemed to be more user-friendly. All of Oracles' options seem to be more tech-heavy in nature which is unfortunate. I wish they had a more ready-to-use program.
Keap (formerly Infusionsoft), Microsoft 365 (formerly Office 365), CareLogic

Do you think Oracle Fusion Service delivers good value for the price?

Yes

Are you happy with Oracle Fusion Service's feature set?

No

Did Oracle Fusion Service live up to sales and marketing promises?

Yes

Did implementation of Oracle Fusion Service go as expected?

No

Would you buy Oracle Fusion Service again?

Yes

Oracle Service is well suited for companies that have a heavy tech support team. If a tech support team could work with your department for a majority of a week then they could build out Oracle Service for your needs fairly easily. If you were like my team and your non-tech side was in charge of implementing Oracle Service then it would take way too long to get what you needed out of the programming. I think it is a great service and can customize what you need, but you need the tech support.

Oracle Fusion Service Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
5
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
7
Ticket creation and submission
5
Ticket response
8
Self Help Community
7.5
External knowledge base
9
Internal knowledge base
6
Multi-Channel Help
7.8
Customer portal
7
IVR
7
Social integration
7
Email support
9
Help Desk CRM integration
9

Comments

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