The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I wish the wysiwyg editor had more flexibility and control and didn't required so much CSS. Review collected by and hosted on G2.com.

This program was great. You could easily se what is going on in your cases. It is very easy to order parts and dispatch an engineer to customers site. I really liked the way you could find stuff from previous cases and generally all search options and results are great. Review collected by and hosted on G2.com.

The only disadvantage I see is that it was running rather slow. Review collected by and hosted on G2.com.

Not much. I suppose it does the job (when it works) of connecting support agents to their customers but that's about it. Review collected by and hosted on G2.com.

It's laggy, graphically glitchy, slow to load chats, assuming chats load at all, and very not user friendly on the design front. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The flexibility of the OSC and the ability to fit almost everyone needs is amazing Review collected by and hosted on G2.com.

There are still some limitations like for example, not every table can be used on CP Review collected by and hosted on G2.com.

The environment in which Oracle Service Cloud works is intuitive and accessible. I enjoy the ability to customize buttons to accommodate our needs in the environment. Review collected by and hosted on G2.com.

I am quite please with the functionality of Oracle Service Cloud. Review collected by and hosted on G2.com.

Skill based routing. I helps reduce time wasting and increases efficiency. Review collected by and hosted on G2.com.

Embedding images into knowledge base articles should be made easier. Review collected by and hosted on G2.com.

Its easy to navigate and you can go back to review what was submitted in a previous ticket.Its great for documenting calls so if there is any misunderstandings we can refer back to the ticket. Review collected by and hosted on G2.com.

It crashes from time to time which then affect me performing my job which isnt really helpful on my end. Review collected by and hosted on G2.com.

The software is quick and easy to use. The way the application formats responses is great! Review collected by and hosted on G2.com.

The software seems outdated to an extent. It could be updated to reflect a new UI in the future. Review collected by and hosted on G2.com.