like the ability of service cloud to integrate with other products in our org like Digital assistant and the rich API offering for custom integrations Review collected by and hosted on G2.com.

I dont really like the thin client user interface and navigation , its not user friendly. Also dont like the security groups implementation, its confusing Review collected by and hosted on G2.com.

OSvC allows us to manage our call center contacts in a searchable and efficient manner that we did not have with our previous solution. We have integrated it with the Five9 telephony service to provide our CSRs with one portal for customer interactions Review collected by and hosted on G2.com.

The desktop client is very resource intensive and memory hog. Review collected by and hosted on G2.com.

I like that there is a broad set of functionality that you can deploy across the software. Upcoming features do sound interesting and innovative. Ability to install custom add-ins to unlock more features is very nice. There has been a noticable improvement in system uptime and reliability for Oracle Service Cloud.

We Utilized Helix for implementation as well as an internal team concurrently for implementation. Review collected by and hosted on G2.com.

Difficult to iunderstand what is all included in your license. Trying to implement new features into what we are using currently can be difficult; this is either due to dependencies with other features that werent initially discoverable or it really only works when utilizing a feature that is not in our license.

Data is near impossible to utilize in any real, meaningful way which is preventing us from utilizing more features of the application. Business buy in is very difficult for new features because it requires better usability with our data or an unpalatable amount of time for discovery and testing.

Managing staff accounts is challenging making it very frustrating to keep our purchased licenses in check around our hiring seasons and normal turnover. Utilizing contractor employees is especially difficult since there is a lot of flux in their number.

.NET client is S L O W Review collected by and hosted on G2.com.

Oracle Service Cloud is my favourite CRM tool, enabling organizations to easily manage high volumes of incoming customer service requests while also providing powerful self-service functionalities. Review collected by and hosted on G2.com.

The application can feel a bit old-fashioned in certain areas, which can make it a bit hard to see the advantages of the application. Review collected by and hosted on G2.com.

The modern interface and the built-in customerization options are getting better and more refined as the product ages. Review collected by and hosted on G2.com.

This product seems quite immature in its run. There are so many features that we still need to implement to get back to functionality and speed of the system that was in use beforehand. It has been an "all in" gamble for our company to create something usable and functional in a live call center environment and the struggles we've experienced with this software have outweighed most of the benefits for a veteran user. New users who never saw the previous system don't know any difference so there was never anything to compare. Review collected by and hosted on G2.com.

Oracle service cloud product is easy to use and simple.It is straight forward.It is one of the best way for our customers to communicate with us through chat.It is super extensible.Layout is simple. Review collected by and hosted on G2.com.

i do not have anything dislike with oracle service cloud.No negative aspects to say about this.It is fantastic and great for customer support. Review collected by and hosted on G2.com.

Very easy to see all customer interactions within one system. Review collected by and hosted on G2.com.

If customer has multiple email addresses, they do not show up together, making it hard to find some previous interactions. Review collected by and hosted on G2.com.

Workspace and Workflow designs tools. We are currently ready to move to BUI and like the look and feel it will provide our agents Review collected by and hosted on G2.com.

Reporting could be a little more robust. It is okay but looking for a more dynamic dashboard for leadership team Review collected by and hosted on G2.com.

Oracle is a complex tool that allows for many different functions. It can be very confusing without assistance. But once showed the tool it is very beneficial. Review collected by and hosted on G2.com.

Oracle should have an easier help base so that you can figure out the functionalities. Review collected by and hosted on G2.com.

Customization is key in our organization, no company is like any other, the fact that you can customize any little detail, language, colors, reports, integrated tools, reports. Review collected by and hosted on G2.com.

Co-browse is a great tool, but often fails and turns away users, we changed from cobrowse to log me in. Review collected by and hosted on G2.com.