Oracle Service Cloudの評判・口コミ 全4件

What do you dislike?

The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available. You are frequently reminded that you are playing in Oracle's world and there are deficiencies in the product that cannot be solved by an admin.

What do you like best?

Advanced reporting features and the ability to quickly create workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.

Recommendations to others considering the product

There are many consultants out there that can help with best practices and you will need them for anything very complicated. There is little to no support from Oracle in setting up new features, but they will assist you if something in the product breaks. There is a lot of documentation on their site that is very helpful, but only shows a basic implementation. Get multiple test sites so that you can try out different things and clone from your production site regularly.

What do you dislike?

The Business Rules engine, despite of the awesome performance, is a very tricky tool to work with. I believe the experience could be simplified, following the idea of the rest of the system. The documentation of some aspects of the system also can be very difficult to find.

What do you like best?

The analytical empowerment the system provides is a great tool to track the engagement of the customer and the performance of the support team. The system in general also owns a very good potential for customization and adequability to a large range of different business cases.

Recommendations to others considering the product

As a consultant and system analyst, I believe it is my duty to alert about the major importance of a good partner when implementing the system. I am aware of the potencial of this system, but I am also aware of the stress that the implementation can cause when two elements get combined: the lack of experience of the partner and a weak idea of the customer of what goal it means to achieve with the system. A good analysis IS necessary to do a good implementation! A good process desing can save the entire project!

What do you dislike?

The product is a bit expensive and the communications with Oracle isn't always the best.

What do you like best?

The product is an all in one solution for your customer center.

It can be used to answer customer questions but can also be used for some light surveys/marketing.

It contains a full customer portal.

Recommendations to others considering the product

Get a demo site and see the product for yourself.

You'll have to see it to believe it!

What do you dislike?

Reports in Chat are difficult to create and understand. It would be helpful if there was a more in depth report guide so we could better create KPI's for the team.

What do you like best?

Customers can use Chat for support, which allows us to the help desk to help multiple customers at the same time. Our Customer Support Center has allowed us to put documentation and help topics that are visible to the customer as well as the help desk in an easily searchable format.

What do you dislike?

I wish the wysiwyg editor had more flexibility and control and didn't required so much CSS.

What do you like best?

We have been able to customize the sites both internally and externally to meet the needs of our customers. The ability to single source answers and use conditional sections has been amazing.

What do you dislike?

Managing the local client application has provided challenges in our organization. We would prefer to work entirely web-based in the cloud, which is why we are eager to transition to the newer Browser User Interface.

What do you like best?

The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers.

What do you dislike?

Even though Oracle pushes its users towards BUI, for many of the administrative tasks we still have to depend on Agent Desktop which looks is 1980s application.

What do you like best?

It was built with a base of providing services end-end to the customers, basically a 360-degree view of the end users though all channels. Freedom for customization in order to implement the innovative ideas which eases the burden of customer. Ability to communicate with the customer in all the possible channels.

Recommendations to others considering the product

I would strongly recommend this product because even Non-Technical person could also create business content that becomes end-user facing.

What do you dislike?

Compared to other email and chat platforms I've experienced in the past, this is very cumbersome and clunky to work through. It doesn't provide much efficiency in working through email back-log quickly. It's design is also very old-school. This isn't incredibly important, but for a tech-related company, I would think this is an important detail to cover and update to stay relevant.

What do you like best?

There's a lot of functionality available to create this tool around each company's specific needs. You can fully customize views within the platform, create your exact report-out needs and more.

What do you dislike?

Until recently it was very difficult to copy config from Dev to Prod sites.

What do you like best?

Flexibility. It is rare you tell a customer that you cannot perform a certain action. The tools are there to accommodate to a lot of business processes from Customer Service, HR Helpdesk, Internal helpdesk. It is feature rich with Knowledge, Service, Chat, Surveys, Marketing/Campaigns, Basic sales, Social. There are some great syndicated widgets allowing you to place chat or knowledge outside of Service Cloud on your own corporate site. It is also very good for multi-language implementations and I've dealt with many using up to 30 different languages.

I've worked with this product for many years and I genuinely like the product and know it helps lots of businesses.

Recommendations to others considering the product

If you are looking to reduce customer contact and increase self-service and customer experience then this has to be considered. It is highly flexible and I've seen it benefit many businesses from many different sectors.