Oracle Service Cloudの評判・口コミ 全4件

What do you dislike?

There are very few features I dislike. If I had to pick I would say business rules are a pain but it is in the roadmap to be updated

What do you like best?

The versatility of the product and the fact that you don窶冲 need to be a developer or even an IT professional to learn to maintain it from an admintrative view. Easy to use. Very flexible. Pixel perfect web design capabilities. Publi APIs are very extensible.

What do you dislike?

Embedding images into knowledge base articles should be made easier.

What do you like best?

Skill based routing. I helps reduce time wasting and increases efficiency.

Recommendations to others considering the product

With limitless possibilities companies will have the opportunity to have an all round solution for customer service.

What do you dislike?

Need ability to export records for archiving, or to query the DB directly. The documentation is often sparse and at times misleading. Updates are not added to the documentation and are only available as knowledge articles. The product/category widget needs to be searchable or type-ahead. If you have more than a handful of products in your tree, it becomes unusable.

What do you like best?

Integrated survey tools are highly customizable, and have enabled us to begin a real closed loop process. (Though text analysis is lacking). There is awide selection of included reports and ability to customize. The forums on the cx.rightnow.com community are often helpful.

Recommendations to others considering the product

Being active on their forums is very helpful to innovating and problem solving. Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account.

What do you dislike?

Co-browse should be totally integrated without the need for setup in different application or configuration.

Full-blow release manager and version control is missing.

What do you like best?

Automatic routing of tickets to the right queue/team based on keywords and categorisation.

Knowledge base native link to incident management allowing quick find of FAQ to answer customer's issue.

Easy creation of reports using drag and drop designer canvas.

What do you dislike?

The information between OnDemand and RightNow is sometimes delayed. There also is a dilemma of using too many systems since we have two emails for students to use. It can become inconsistent if training is not mainstreamed through other departments. The service also can be slow and there have been times where I cannot get work done because the system is down.

What do you like best?

I like that I'm able to communicate effectively with all departments concerning the same situation. I work in higher education and am able to see what departments have been working with my students and am able to see notes taken so that there is little room for miscommunications, when used correctly.

Recommendations to others considering the product

It is nice to be able to see communications if everyone uses it correctly.

What do you dislike?

sometimes it was difficult to find a customer or incident #

What do you like best?

a system for customer service contact notes

Recommendations to others considering the product

make sure you know what needs your business has, and if this will help

What do you dislike?

Looks like it窶冱 from 1982. It窶冱 very bland and ugly with the dark blue tones. It can be difficult to see things on it at times because of the dark blue background and the small font, hard to adjust it to fit it all onto the screen properly. It also doesn't have good integration with social media or live chat for customer service options in case it isn't working properly. It good use a lot of upgrading to it so that it looks like something from the 21st century, and I don't feel like I'm back in time in the 20th century. Aesthetics are the main issue.

What do you like best?

Easy to use, simple, it窶冱 helpful for sending emails. It doesn't have a lot of extra features, it's pretty much just very straightforward and simple to use. You can easily find your unread messages, and respond to them and mark them as sent. Straightforward interface, easy to log into and load and get through all of your email messages.

Recommendations to others considering the product

It's simple, easy to use, and can be helpful for customer service, especially in bureaucratic type of offices. It's very unpleasing and boring though, it can be difficult to look at some times because of the way that it is designed.

What do you dislike?

There isn't much to dislike about it. I do have to reset the cache sometimes to make it run faster.

What do you like best?

It keeps records of all emails/chats that are had with each other customer organized and it is able to be easily adjusted to fit each business.

What do you dislike?

The integration of all apps can be a bit confusing

What do you like best?

Their social web is very compact and efficient