Oracle Service Cloud Review

With workflows, only necessary ​data is exposed on the screens for agents to complete a ticket.

What is most valuable?

  • Reporting
  • Knowledge-base
  • Incident management
  • Chat
  • Co-browse
  • Smart Assistant
  • Workflows

How has it helped my organization?

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.

What needs improvement?

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option. Also, SMS should be built into the product without having to use a third-party application.

For how long have I used the solution?

I have been using it since Nov 2009.

What was my experience with deployment of the solution?

On a few occasions, we encountered deployment issues, but Oracle Service Cloud support was always able to provide a workaround if a bug/defect was identified.

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.

How are customer service and technical support?

Customer Service:

The Oracle Support team finds solutions; I would give them a 7 out of 10.

Technical Support:

Technical support is an 8 out of 10.

Which solution did I use previously and why did I switch?

We did not previously use a different solution.

How was the initial setup?

Initial setup currently is a bit complex, just due to the multiple locations to log in to determine where the instance is located.

What about the implementation team?

We are a vendor.

Which other solutions did I evaluate?

Before choosing this product, we did not evaluate other options.

What other advice do I have?

This is an excellent product. The development team at Oracle is constantly creating new better versions. This product is an excellent application for customer service - dynamic knowledge management, ticket management, robust analytics and can be administered by a business analyst!!

Which version of this solution are you currently using?

Nov 2016
**Disclosure: My company has a business relationship with this vendor other than being a customer: We are an Oracle Platinum Partner.
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