Oracle Service Reviews & Insights

Score5.1 out of 10

235 Reviews and Ratings

Community insights

TrustRadius Insights for Oracle Service are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Scalability: Users have found that the Oracle Service Cloud allows for easy scalability by enabling quick adjustments to resources as needed, ensuring efficient adaptation to changing demands. This flexibility in scaling up or down has been particularly beneficial for users facing fluctuating workloads.

Customization Options: Reviewers have highlighted the platform's extensive customization features, which enable users to configure both the agent desktop and client portal according to their specific needs, enhancing flexibility and tailoring the user experience.

Powerful Reporting Feature: Customers have praised the Oracle Service Cloud for its robust reporting functionality, allowing for detailed analysis and customization of reports to generate valuable insights for business operations. The ability to create customized reports tailored to individual business requirements has been particularly appreciated by users seeking actionable data insights.

Oracle Service Reviews

89 Reviews

Oracle Right (Oracle Service Cloud) was an important evolution in the management processes of the groups ombudsman channel

Rating: 9 out of 10

Incentivized

May 2, 2025

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

Likelihood to Recommend

Oracle Right (Oracle Service Cloud) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel). Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool.

Verified User

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

Vetted Review

17 years of experience

OFSC - experience

Rating: 5 out of 10

Incentivized

September 9, 2023

Use Cases and Deployment Scope

It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time tracking and parts ordering

Pros

Call Scheduling
Route optimization
Good user interface

Cons

OFSC apps needs improvements
Difficult to do customization for organization need
Too many frequent changes

Likelihood to Recommend

Good

1. Route scheduling

2. Call updates

Bad

1. App on device is not functional/ reliable

Verified User

Director in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

Hybrid Oracle Blend

Rating: 10 out of 10

Incentivized

May 11, 2022

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

Likelihood to Recommend

Oracle Service is well suited when real data is running and being updated constantly Oracle Service might be less appropriate when systems run on different types of data, like, images, reactions, communication signals, etc.

Adolfo Aguilar Sánchez

System Operations & Management Lead in Information Technology at Kyndryl (10,001+ employees)

Vetted Review

8 years of experience

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

Rating: 8 out of 10

Incentivized

April 9, 2022

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.

Likelihood to Recommend

It is the perfect solution for finances and/or sales teams to manage their day-to-day operations and services for their organization/business.

Kay Gosling

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

Vetted Review

2 years of experience

Rocking

Rating: 6 out of 10

Incentivized

April 4, 2022

Use Cases and Deployment Scope

For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to allow the customers to easily access end-user front-end pages.

Pros

Incident management
Workflow management
Reporting
Business rules

Cons

Automated profile permission selection and copy function
Improved user account security from accessing other account content
Customer portal pages using latest Devops function
Better automated migration support from one instance to another

Likelihood to Recommend

Well suited for managing CRM FUNCTIONS on incident management, reporting, and running business rules. Definitely need support with automating deployments and allowing custom REST API functionality.

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

7 years of experience

Why Oracle has to innovate

Rating: 8 out of 10

Incentivized

December 28, 2021

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.

Likelihood to Recommend

Appropriate for mature products like Database/ERP systems/old products. Less appropriate for a new generation of products like Kubernetes/node JS/ETL systems or Datawarehousing.

Jorge Acevedo

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

Vetted Review

10 years of experience

Great platform to manage Customers

Rating: 9 out of 10

Incentivized

December 27, 2021

Use Cases and Deployment Scope

Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a part of the Oracle CX Cloud service that captures 360-degree views from a customer's perspective. It helps in eliminating customer uncertainty and offers customization as well. Integrating the service is quite easy that enables the business to be up and running in less time hence, we have implemented Oracle service in our organization.

Pros

Workflows
User friendly User Interface
Customization is possible
Integration is easy.
Easy creation and management of tasks,

Cons

Little bit dull UI.
Forecasting is not possible.
Basic tool
Lacks looks and feel at console level as well.

Likelihood to Recommend

Oracle Service is a powerful tool to track clients from 360 degrees. It allows us to cover a wide range of different services for our organization and the customer service is now doing great since we get quick responses and we get in-depth analysis. Customer contact history can also be monitored with this amazing service. The license cost can be optimized since the product is cloud-based.

Verified User

Analyst in Information Technology (5001-10,000 employees)

Vetted Review

1 year of experience

Oracle Service Cloud Easy of Use!

Rating: 10 out of 10

December 6, 2021

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.

Likelihood to Recommend

Well suited for large companies, in different Geo., business. Not for small [businesses] due to high cost.

Brian Tesfazghi

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

Vetted Review

3 years of experience

Oracle Service - Provides 360 degree view

Rating: 9 out of 10

Incentivized

October 21, 2021

Use Cases and Deployment Scope

Oracle Service that was previously known as Oracle Service Cloud is a part of Oracle CX Cloud Suite that basically helps in capturing a complete view from every angle in a unified way. Based on the requirements from the client, we have implemented Oracle Service in our organization. It is basically a fully integrated, multichannel feedback solution at the enterprise level that helps to track and measure the criticality of a customer. It even provides customization possibilities and integration is quite easy.

Pros

Designing of Reports.
Chat
The ability to search is powerful.
Creation and management of tasks is very easy.
Data Retrieval from the CRM is quite easy.

Cons

Login at the console level is little slow.
Graphics can be improved.
Basic tool, lacks some features.

Likelihood to Recommend

Oracle Service is a really great tool that can be perfect for organizations that need to track their clients in-depth. This tool will basically help to get a 360-degree view and help to measure the criticality of a customer. It is a multi-channel tool and can be used to gather reviews from various platforms such as social media or even from a website since it helps to track customer activities. It is perfect for call center companies as well.

Verified User

Consultant in Finance and Accounting (10,001+ employees)

Vetted Review

1 year of experience

Not the right fit but good for others

Rating: 6 out of 10

Incentivized

October 7, 2021

Use Cases and Deployment Scope

We use Oracle Service for recording client interactions with our training staff. We facilitate trainings and then have follow-up intensive training following those trainings. We wanted to set up a platform to have the trainees record their progress with the material and submit the information to our consultant/trainee. So, we looked into Oracle Service to store the information and be a platform to host our clients.

Pros

Customization
Formatting
Tech storage/Platform capabilities.

Cons

On-boarding
Usability
Sign-up process.

Likelihood to Recommend

Oracle Service is well suited for companies that have a heavy tech support team. If a tech support team could work with your department for a majority of a week then they could build out Oracle Service for your needs fairly easily. If you were like my team and your non-tech side was in charge of implementing Oracle Service then it would take way too long to get what you needed out of the programming. I think it is a great service and can customize what you need, but you need the tech support.

Verified User

Supervisor in Sales (201-500 employees)

Vetted Review

1 year of experience

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