Oracle Service Cloud Review

It provides faster turnaround times

What is our primary use case?

  • Knowledge management (KM)
  • Call center
  • Customer outreach and transactional processes

We are also starting to use OPA to build online interviews.

How has it helped my organization?

It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers.

What is most valuable?

  • Incident management
  • Workflow for transactions
  • KM for general knowledge

The partnership we gained with Oracle has increased our rate of success. 

What needs improvement?

We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product.

For how long have I used the solution?

More than five years.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

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