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Oracle Service

Score5.1 out of 10

235 Reviews and Ratings

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What is Oracle Service?

Oracle Service is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.

Categories & Use Cases

Media

A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.
Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.
Bring omnichannel interactions together into an intuitive, unified agent desktop.
A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.
Tailor customer experiences with contextualized and personalized service using dynamic interviews.
Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.

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Key Features

Learn about the best (and worst!) features Oracle Service has to offer, as determined by TrustRadius' reviewers.
Based on 235 ratings of Oracle Service's features
View all features

Top Performing Features

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

Areas for Improvement

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 7.4

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

Reviews

What users are saying about Oracle Service.
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Oracle Right (Oracle Service Cloud) was an important evolution in the management processes of the groups ombudsman channel

Incentivized
Verified User
Analyst in Finance and Accounting (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use several Oracle solutions in our organization, and one of the most relevant in my daily work is Oracle Service Cloud (CRM), which supports operations in our customer service channel. Its implementation marked a significant improvement in our department’s processes, streamlining operational routines and increasing efficiency in customer interactions. Without a doubt, it was a crucial enhancement that contributed to the quality and agility of our service.

Pros

  • Integration with other internal systems
  • User-friendly interface and efficient data processing
  • Cloud-based service with access from anywhere

Cons

  • Complexity in rule creation
  • Lack of integration with Active Directory

Return on Investment

  • Elimination of manual tasks with risk of human error
  • Reduction in response time
  • Improved learning curve for new employees
  • Productivity gains

Usability

Great solution for Finance team to manage their day-to-day operations

Incentivized
Kay Gosling
Systems Administrator in Information Technology at CCS (201-500 employees employees)

Use Cases and Deployment Scope

Oracle cloud platform is used to manage our finances team's data and invoicing. It has created freedom of accessing and also storing information securely over the cloud. Their team uses it as a cloud-based sales tracking system and fulfillment along with PBCS for user management and access control to several different governance modules and reporting features.

Pros

  • Can easily add or remove resources as needed.
  • Allows database utilization
  • Integration with other Oracle product solutions is straightforward and efficient

Cons

  • Difficulty using the search features in SuiteAnswers, its a maze can't pinpoint the correct solution for specific questions.
  • The need for more tutorials on how to use Oracle cloud platform.
  • The dashboards should be easier to understand and manage.

Return on Investment

  • I'm in IT, I cannot comment on this area only business can provide this detail
  • I'm in IT, I cannot comment on this area only business can provide this detail

Other Software Used

NetSuite SuiteCloud Platform, Progress Sitefinity, Microsoft Dynamics 365 Customer Service

Oracle Service Cloud Easy of Use!

Brian TesfazghiView profile
IT in Information Technology at Tesfa (51-200 employees employees)

Use Cases and Deployment Scope

We used [it] in some [departments] and for our vendors.

Pros

  • The Oracle Service Cloud can be expanded quickly to scale with the demands, PCI, and HIPPA compliance.
  • US/ non US clouds
  • Easy with full resources in different channels.
  • Security and clarity.

Cons

  • Data Management could be improved.
  • SaaS delivery model to government agencies for USA/non-USA certification and [ownerships].
  • Privacy needs key for all cloud services across USA and worldwide.

Most Important Features

  • CRM and back-office systems
  • Integration solutions
  • Desktop applications

Return on Investment

  • Our ROI is keep growing with the help of Oracle Service Cloud.
  • Deliver tailored responses[.]
  • Offer seamless customer service[.]

Alternatives Considered

AWS Cloud9

Other Software Used

HPE ConvergedSystem 500 for SAP HANA

Hybrid Oracle Blend

Incentivized
Adolfo Aguilar SánchezView profile
System Operations & Management Lead in Information Technology at Kyndryl (10,001+ employees employees)

Use Cases and Deployment Scope

Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the services delivered. After that, you compare in time to visualize not only the past, and present results, but most importantly how to improve them. This process takes time, as the more different data and new entries, the more areas to generally expand. This is being done by controlling and monitoring Oracle Service given information. This information requires some special capabilities, like storage cloud availability, and contingency plans to cover unexpected trends that might not be considered when recording an amount of information. Oracle Service is in simple words, the foundation of expanding services while being effectively accurate.

Pros

  • Incorporate
  • Founding
  • Accessibility
  • Controlling
  • Monitoring
  • Expanding

Cons

  • Refine algorithm
  • Unnecessary data
  • Trivial expectations

Return on Investment

  • Agile responses
  • Recovery time
  • Services agreements

Alternatives Considered

IBM Tivoli NetCool/OMNIbus

Other Software Used

IBM Maximo, AWS Cloud9, FreeBSD

Why Oracle has to innovate

Incentivized
Jorge AcevedoView profile
Consultant & Trainer contractor in Customer Service at Stion Corporation (51-200 employees employees)

Use Cases and Deployment Scope

We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not covered for this ERP and we develop several forms and reports that we need in order to provide support to our C-level executives.

Pros

  • Backup were on time always.
  • Deployments were on time.
  • Meeting were organized every time we need them.
  • Escalation really works.

Cons

  • Prices are changing every year with no notice for customers.
  • Cloning and Refresh of environments are very limited compared with competitors.
  • Support is very limited and not flexible as they should be.
  • Support is given outside and communication is very difficult some times.

Most Important Features

  • Escalation is clear.
  • Incident Management works.
  • Old products support works.

Return on Investment

  • During incidents is hard to manage internally.
  • Extra things (eg. additional backup) are costly.
  • Support sometimes is difficult to follow.

Other Software Used

AWS Auto Scaling, Google Cloud Dataflow, Google Cloud BigTable, Google BigQuery

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