Oracle Fusion Service Reviews

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for.

The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper person/group. Depending on business, it is easy to route based on product line and translate to skill set the agents have who work the cases/incidents.

I started using this solution back in 2006/2007.  At that time, I was a help desk agent, and used it to communicate with all my end users and track the problems they encountered with technology.

The biggest deployment concern I run into is that the primary agent console requires a combination of Internet Explorer, Microsoft Windows, and .NET.

After seeing the tools' capabilities, it is visible why the requirements are as they are. You have an app that has the potential to be "customized", if you choose to.  And most of us eventually choose to customize the app and enjoy the benefits of integrated ERPs, transactional tracing, etc...

It should be noted the future of the product is removing these requirements.

This product is one of the more stable cloud products I have come across on the cloud. Maintenance windows are scheduled; however, they rarely take the site down for more than 30 seconds in a 180-day period. The few major outages I did encounter were resolved in about 5 minutes and full communication was shared with me and the other stakeholders from the Oracle team as issues occurred.

The few gotchyas in the initial setup are fairly easy to work thru with an experienced implementer who has encountered the problem.  

When I initially set this up as a customer I had previously learned that you can build big complex lists and choices for users to select from. However, users get overwhelmed and end up choosing "other" just to allow the screen to move forward. Lesson learned: Keep it simple.

We are using a product for field force management. I'm head of ICT and we are partners with Oracle. 

The solution is stable and scalable with good technical support. 

Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.

I've been using this solution for three years. 

The solution is stable. 

The solution is scalable, we have around 200 users. 

Their technical support is quite good.

Positive

The initial setup was complex, but the team went through the training, so they were able to manage it. The goal of the system is to make the operations easy, but the setup is complex due to the nature of the processes.

Licensing costs are quite expensive. 

This product was purchased as part of other Oracle stack products the company uses from its communications stack. We decided to purchase a full end-to-end stack from Oracle for easier integration.

I rate the solution eight out of 10. 

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the accurate and up-to-date info on the knowledge base deflected the calls.

I have been working with OSvC since 2004 and in that
time, I have submitted several enhancement requests (Ideas Lab), of
functionality that was severely lacking and would seem logical for the
use of Service cloud.

Some of the examples are with the Knowledgebase which is what the
Original RightNow was designed for, though a lot of the enhancement
requests and now being developed as a part of the Knowledge Advanced
proposition, which is sold in addition to the OSvC functionality.

Other examples of enhancements are like the "Currency" and "Hierarchy
Menu/MultiSelect Menu" as Custom Fields which have not been developed (I
personally submitted an Ideas Lab request for the currency back in 2007)

The AUP program is an excellent idea and is in line with the cloud
pricing/subscription models in the market place though it is more the
content of the upgrades that need improvement.

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).

I have been using Service Cloud and RightNow since 2002.

As with all system upgrades, there have been a couple of bugs, but never a major issue.

There have been a couple of very minor outages which are proactively managed. I have never had a complete system outage.

We have not encountered any scalability issues. I have used this from a small implementation of 5 users to a full-blown implementation across 11 countries.

Customer service is very good.

Technical support is very good.

In the past, I have used KANA (pre-2002) & CosmoCall.

The initial setup was a bit complex, not due to the system but down to the business. Other implementations I have worked on have been very efficient and simple.

Initial implementation was with the assistance of RightNow. For subsequent implementations, I was an Oracle Partner implementing the solutions for clients.

ROI is unmeasured.

Named-user licences are cheaper, though a concurrent licence will be more appropriate if you have a large number of users who log in on a shift pattern or infrequently.

• Web customer portal
• Knowledge base
• Incident and activity management
• Contact and organisation management
• Chat and skill-based routing
• Incident routing and escalation
• Outreach (mailshots) and feedback (surveys)

It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities.

• Release and environment management

I have used it for five years.

We have not encountered any deployment issues.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer support is excellent with the dedicated Oracle Service Cloud portal, knowledge base and support lines.

Technical support is excellent.

We did not previously use a different solution. Oracle RightNow is the only solution in the market that offers a true omni-channel experience and a native joined-up approach between service, sales, marketing.

Initial setup was straightforward. The out-of-the-box functionality and features are very well aligned with reality, making it easier to accelerate deployments

An in-house team implemented it.

We haven't measured ROI yet.

If you have sporadic users - i.e., not everyone is going to access it all day - go for "non-contact centre users", which are much cheaper.

Before choosing this product, we evaluated:

• Oracle Sales Cloud
• Sage SalesLogix

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works though.

Regarding business rules the UI and the way you construct them has not changed in many years. This part of the administration is not as intuitive of some of the other areas. The Outreach piece which controls the Service Marketing activities has not had any new features in some time but this is likely because the tool is not meant for mature marketing organizations in that respect. A solution like Oracle Marketing Cloud (Eloqua ) would be a better suited for pure Marketing type activities.

It feels like only yesterday, but it's been about a decade.

We have not encountered any deployment issues in recent versions. Any issues we experienced were several years ago

We have not encountered any stability issues.

We have not encountered any scalability issues; this is an enterprise application.

Customer service is fair. I have seen improvements in response time over the past year. Customer success managers are a valuable asset that can be leveraged if you do need assistance navigating the customer support landscape.

Many of the technicians have a deep level of knowledge.

Initial setup was straightforward and implementation can be done in weeks vs years.

Make sure you know what you are licensed for and take advantage of all the features and functionality available with your license.

• Knowledge management (KM)
• Call center
• Customer outreach and transactional processes

We are also starting to use OPA to build online interviews.

It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers.

• Incident management
• Workflow for transactions
• KM for general knowledge

The partnership we gained with Oracle has increased our rate of success. 

We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product.

My client is a bank with a call center that receives customer complaints and routes those issues to different departments. They also have a service department that serves the other departments in the bank. Oracle Service Cloud has a Coral browser, which agents can use to log into the machine seamlessly rather than using the viewer or other solutions on the market. 

Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.

Oracle changed the means by which users are created in the system. I would like this to be easier to implement.

I've worked with Oracle CRM Service Cloud for about two years.

Service Cloud has been stable so far. It's fairly new— only in the market for about three to five years. 

All Oracle products are top-notch when it comes to scalability and robustness.

I started deploying Microsoft Dynamic CRM in 2018 when it was just rudimentary. Now it's Microsoft Dynamics 365. I've also deployed other solutions, but those are CRMs focused on a small niche. They don't have a scope as large as Oracle's. Oracle has same engagement CRMs for banking, automotive, and extractive industries. Oracle draws on the fact that they have an extensive history with JD Edwards, and all of this experience has been put into Oracle CRM, so it is a more robust solution than other CRMs.

I rate Oracle Service Cloud 11 out of 10. I think this product is the future of the data because it's capable of centralizing all data into one single shop, giving you a quick 360 view of the customers. This is a peculiar feature of the Oracle CRM cloud, making it valuable for all types of businesses, whether it's banking, BFSI, automotive, or whatever enterprise solution. It is critical that you engage your customers from a 360 perspective.

My clients mainly use this tool for Supplier Chain Management purposes, as it serves the needs of their supply chain management activities.

Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities. They have multiple scenarios to consider, such as warehouse management and international business operations managed from the UK. Additionally, they seem to have found a beneficial solution from Meraki to address their specific needs.

They seem to be addressing most issues effectively. However, one suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback.

I have been working with Oracle Fusion Service for the past two years. 

It is a stable solution. 

It is a scalable solution. 

They are a little late to respond to queries.

Neutral

It is easy to install. It can take anywhere from a few days to a few weeks to install.

Those looking into this solution should consider it. They can decide based on the system's name. I'm quite confident in this recommendation and I would rate it a nine out of ten.