We performed a comparison between N-able MSP Manager, Oracle Fusion Service, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"The solution changes the way clients work to make it easier and faster."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"Everything is managed by Oracle, so they have security in place."
"The solution is completely cloud-based and very easy to access from anywhere."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The interface is quite user-friendly."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"It is a stable product."
"It's a cloud tool, so it is easy to set up."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The user experience has to be much better."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Oracle Service Cloud could improve the integration for older platforms."
"Lacks the ability to deploy custom code for customization."
"The product must provide modules for operations management."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The vendor must provide a user-friendly mobile application."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Salesforce Service Cloud's report functionality could be improved."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
