What is Oracle Service?
Categories & Use Cases
Media
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Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.
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
