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Oracle Service Cloud
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Review

Oracle Service Cloud

Overview
Synopsis

Oracle Service Cloud makes it possible for you to better understand your customers and quickly deliver the right answers at the right time through preferred service channels and devices.

Category

Help Desk Software

Features

• Web Customer Service
• Cross-Channel Contact Center
• Knowledge Management
• Policy Automation
• Field Service Management
• Service Cloud Platform

License

Proprietary

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Company

Oracle Service Cloud

What is best?

• Web Customer Service
• Cross-Channel Contact Center
• Knowledge Management
• Policy Automation
• Field Service Management

PAT Rating™
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.6
8.3
Features & Functionality
7.7
8.6
Advanced Features
7.7
Integration
7.5
8.0
Performance
7.6
Customer Support
7.5
Implementation
Renew & Recommend
0.0
Bottom Line

Oracle Service Cloud is an web-based customer service solution that includes features supporting key support functions like: cross-channel contact, web service, policy automation, field service management and service cloud platforms.

7.6
Editor Rating
6.2
Aggregated User Rating
1 rating
You have rated this

Oracle Service Cloud is a simple, multi-channel, cloud-based customer service tool that provides the key basic features for customer support. It has a web service feature that empowers customers through self-service with co-browse support while also linking to live chat for further support needs.

Support is carried through cross-channels with features including: case management, guided resolution, customer engagement, social contact center, agent mobility, and a centralized agent desktop. Its Knowledge Management is full-featured allowing proper maintenance and integrity of the knowledge base.

This includes functions for: content authoring, semantic search, guided knowledge, knowledge analytics, integrated apps, knowledge API’s. It also features a Policy Automation module that supports: dynamic interviews, compliance management, rule modeling, policy lifecycle, policy analytics, and determination of services.

Its Field Service Management feature allows better management of resources and scheduling of dispatch through its functions covering: Capacity planning and booking, routing and optimization, dispatch management, mobile app, contextual collaboration and customer communication. While Oracle Service Cloud is cloud-based its infrastructure is secure and certified by leading compliance certifications.

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Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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