2018-10-02T10:47:00Z

What needs improvement with Oracle Service Cloud?


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?

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55 Answers

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LeaderboardReal User

It's not lean to manage.

2019-03-18T09:39:00Z
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LeaderboardReal User

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

2018-12-10T07:13:00Z
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LeaderboardReal User

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.

2018-11-15T19:19:00Z
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Top 10LeaderboardReal User

* 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to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.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.

2018-10-10T15:45:00Z
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LeaderboardReal User

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.

2018-10-02T10:47:00Z