Oracle Service Cloud Review

Knowledge Foundation and Advanced incorporate NLP technology.

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works though.

Regarding business rules the UI and the way you construct them has not changed in many years. This part of the administration is not as intuitive of some of the other areas. The Outreach piece which controls the Service Marketing activities has not had any new features in some time but this is likely because the tool is not meant for mature marketing organizations in that respect. A solution like Oracle Marketing Cloud (Eloqua ) would be a better suited for pure Marketing type activities.

For how long have I used the solution?

It feels like only yesterday, but it's been about a decade.

What was my experience with deployment of the solution?

We have not encountered any deployment issues in recent versions. Any issues we experienced were several years ago

What do I think about the stability of the solution?

We have not encountered any stability issues.

What do I think about the scalability of the solution?

We have not encountered any scalability issues; this is an enterprise application.

How is customer service and technical support?

Customer Service:

Customer service is fair. I have seen improvements in response time over the past year. Customer success managers are a valuable asset that can be leveraged if you do need assistance navigating the customer support landscape.

Technical Support:

Many of the technicians have a deep level of knowledge.

How was the initial setup?

Initial setup was straightforward and implementation can be done in weeks vs years.

What's my experience with pricing, setup cost, and licensing?

Make sure you know what you are licensed for and take advantage of all the features and functionality available with your license.

Which version of this solution are you currently using?

February 2017
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
More Oracle Service Cloud reviews from users
Add a Comment
ITCS user