Oracle Service Cloud (formerly RightNow) Reviews & Product Details

I like the flexibility, the ability to control so many aspects of the contact center within one application. The ability to make an impact to service levels, agent effort and be able to report on the outcomes. Review collected by and hosted on G2.com.

Sometimes finding the information on how to do something can be challenging. The information in the articles is not always helpful. Review collected by and hosted on G2.com.

The customization, the visual ability to present any data needed to provide best customer's experience. I like the ability to focus on the really important customer's information, the install base, the contracts, the history and the upcoming ongoing projects Review collected by and hosted on G2.com.

The inability to edit the already entered notes. The customer note cannot be changed into private note and the response cannot be changed into private note. Review collected by and hosted on G2.com.

Love the data we are able to collect, having contact history and ability to collect customer data Review collected by and hosted on G2.com.

Dislike not being able to see everyone an email address is addressed to on the incident. Also dislike the different results I get when using some analytics. Review collected by and hosted on G2.com.

It's such a broad and deep solution, there's nothing I've been able to think of changing or adding that isn't possible in one way or another Review collected by and hosted on G2.com.

There are so many different areas of the platform, and sorting out what really works for our business can be challenging. Review collected by and hosted on G2.com.

We love the reporting capabilities and ease of use. The ability to organize the reporting and monitor kpi's. Review collected by and hosted on G2.com.

so many updates but we know they are for the best Review collected by and hosted on G2.com.

The versatility of the product and the fact that you don’t 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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

I like that it is fairly easy to find companies that support Service Cloud development. I also like our representative who is always supportive and helpful Review collected by and hosted on G2.com.

I don't like that many of the major enhancements in the roadmap are for the BUI only.

Would really love more to be brought to us in on prem service cloud. Review collected by and hosted on G2.com.

The 360 vision of our clients improved the experience and attention time, increasing the productivity of our personnel. Review collected by and hosted on G2.com.

nothing at the moment, we are ending the implementation process Review collected by and hosted on G2.com.

Flexibility and extensible of UI and Addin Framework Review collected by and hosted on G2.com.

workspace design can be cumbersome if advanced layouts are required... Review collected by and hosted on G2.com.

Flexibility and room to grow with us. Love that Oracle is a business partner, not just a vendor. Review collected by and hosted on G2.com.

Getting data can be challenging. I would love to have the ability to freeform queries to extract insights. Review collected by and hosted on G2.com.