Oracle service cloud is very easy to use.This cloud product is great for our customer support.Layout is simple and it is straightforward.You can easily find unread messages and respond to them. Review collected by and hosted on G2.com.

I have not anything dislike with oracle service cloud.No negative aspect to say.Great for customer support. Review collected by and hosted on G2.com.

Easy to learn for employees, support is readily available Review collected by and hosted on G2.com.

massive generation of tickets has gotten out of hand Review collected by and hosted on G2.com.

OSvC can be fitted to meet any requirements that your support operation might need - there are almost no limits since you can integrate and scale it.

The option to customize the system is the key for sucess and every company might use the system in diverse ways that Oracle didn't even think about. Review collected by and hosted on G2.com.

Dealing with Oracle.

As a company, they are to big to handle and communicate with - we meet around 20 new Oracle reps in a year and getting answers and expertise is very hard - In the majority of the time we would find the answers we are looking for ourselves and Oracle will use us as a resource to get this knowledge. Review collected by and hosted on G2.com.

OSvC is easy to get up and running and I have deployed an in production solution within 6-8 weeks. The built out API's allow for easy integration and has options to support Mobility. The various modules can be built out or added over time making it a true Enterprise Capable System. Various cloud levels provide exceptional security options. Review collected by and hosted on G2.com.

It runs on a Non Oracle Database and has challenges with very large databases. It is not easy to import an Oracle Data Schema Review collected by and hosted on G2.com.

Multi-channel contact management incident traking Review collected by and hosted on G2.com.

Reliance on third parties to configure instead of relying on internal resources to create/configure application. Review collected by and hosted on G2.com.

It's so easy to customize and make adjustments along the way Review collected by and hosted on G2.com.

basic functionality like cc is not so elegantly handled Review collected by and hosted on G2.com.

Ease of use with no support needed from our local IT. As a hosted product, we are able to maintain the product within our contact center; making updates and changes on the fly without needing to submit support ticket. Review collected by and hosted on G2.com.

The occasional disconnect between sales, knowledge experts and the overall lack of product knowledge sometimes displayed by staff. I understand the large number of confusion products, but I expect more than a blank stare when I ask, “What is the difference between Oracle Mobile Cloud, and Oracle Virtual Assistant?” I also understand that if I am in an information gathering mode, then I may be better attuned, but at no time should I know more about a company’s product offering than their own staff. Review collected by and hosted on G2.com.

Oracle service cloud is easy to use and simple.This cloud product is great for customer support.This product is super extensible and built for integration. Review collected by and hosted on G2.com.

I dislike only one thing is it is dificult to finding customers. Review collected by and hosted on G2.com.

Scalable:

You can make it as simple or as complex as you need

Customizable:

with addins, customer portal custom apps, and APIs there isnt much you cant do.

Continous Improvement:

The constant release of upgrades and improvements keeps the solution relevent and useful

Ease of Comminication with Oracle:

If you have a problem you will always be able to get in touch with someone that can help. The support is top notch. They also are GREAT at using client input to see where they can improve the product. Review collected by and hosted on G2.com.

Social:

The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups but the forums still feel like they are out of date.

Billable Session

If you have a large customer base hitting your Knoledge base articles the billable sessions can get expensive very quilckly. Review collected by and hosted on G2.com.

I like the reporting and analytics that is included in Service Cloud. The reports that I can create and send to involved parties is helpful in learning behaviors of employees and customers. Review collected by and hosted on G2.com.

I dislike the lack of integrating that is included between oracle products without having to purchase other Oracle products. Review collected by and hosted on G2.com.