Oracle Service Cloud Review

It has amazing and very powerful reporting

What is our primary use case?

Documenting call center customer interaction, transferring incidents between teams and the help desk chat.

How has it helped my organization?

  • The OSC has been a great help, providing guides for agents, chat and help desk, surveys, etc.
  • It's easy to document and work on customer cases.
  • It has an amazing and very powerful reporting.

What is most valuable?

Love the power of reporting and dashboards. Also, I really like how easy it is to customize the OSC to fit most needs.

What needs improvement?

I think it is really good as it is but the chat routing could use some improvements. It is difficult to manage lots of queues since the agents can only have one profile.

For how long have I used the solution?

One to three years.

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

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