There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months.

The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information.

The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.

The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan.

Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation. If somebody uses a user manual, they're not getting the right information. All the actual cases are not implemented into the tools that we have to implement. It would be better if we had more learning features available for the solution.

While Oracle Fusion has numerous strengths, there is room for improvement. One notable area is the user interface, where new users may find it challenging to navigate. The UI experience needs refinement to enhance user-friendliness. Additionally, some newer modules within Oracle Fusion are not yet fully stabilized, posing challenges for users. In the competitive landscape, certain modules excel in Oracle Fusion, while others may be better suited to alternatives like SAP, Workday, or Salesforce. The constant evolution of features, such as AI-enabled capabilities in the recruiting cloud, demonstrates both the advantages and disadvantages inherent in Oracle Fusion. Despite these areas for improvement, the overall advantages seem to outweigh the challenges from my perspective.

The solution’s reporting could be improved.

The product is expensive. Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better. It is challenging for industries with a large workforce, such as construction. Also, HR and payroll records charges based on the number of employees need improvement.

The product must provide modules for property management.

• Social: The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.

• Billable session: If you have a large customer base hitting your knowledge base articles, the billable sessions can get expensive very quickly.

Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise. 

Oracle Service Cloud could improve the integration for older platforms.

Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.

• Release and environment management

The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.

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.

They seem to be addressing most issues effectively. However, one suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback.

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.

The product build works well when it comes to implementations and mass communications and media, but there's a lot of improvement needed for the B2B market. In the B2C market it works very well and in the B2B market it works well, but B2B requires more customization. There's area for improvement when you want to serve the B2B market.

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).

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.

Ability to export records for archiving, or to query the DB directly.

Oracle changed the means by which users are created in the system. I would like this to be easier to implement.

It's not lean to manage.

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.

Support is an area with room for improvement.

Their mobile application for this product could be made more attractive as it currently has little functionalities.

• Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)

Oracle has to work on the interface for this solution. The user experience has to be much better.

They have to work on integration with other systems.