Please share with the community what you think needs improvement with Oracle Service Cloud.
What are its weaknesses? What would you like to see changed in a future version?
It's not lean to manage.
Their mobile application for this product could be made more attractive as it currently has little functionalities.
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.
* 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to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.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.
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.