Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.
When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when the purchase requisition was raised. I think the tool needs to improve on how the items are being approved or presented in the tool. The product's interface needs to be improved only in the area revolving around approvals, where it has some shortcomings.
Associate Consultant at University of California at Davis
Real User
Top 5
2023-12-18T19:34:56Z
Dec 18, 2023
There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.
While Oracle Fusion has numerous strengths, there is room for improvement. One notable area is the user interface, where new users may find it challenging to navigate. The UI experience needs refinement to enhance user-friendliness. Additionally, some newer modules within Oracle Fusion are not yet fully stabilized, posing challenges for users. In the competitive landscape, certain modules excel in Oracle Fusion, while others may be better suited to alternatives like SAP, Workday, or Salesforce. The constant evolution of features, such as AI-enabled capabilities in the recruiting cloud, demonstrates both the advantages and disadvantages inherent in Oracle Fusion. Despite these areas for improvement, the overall advantages seem to outweigh the challenges from my perspective.
There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.
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.
Oracle Service Cloud Developer with 201-500 employees
Real User
2018-11-15T19:19:00Z
Nov 15, 2018
I think it is really good as it is but the chat routing could use some improvements. It is difficult to manage lots of queues since the agents can only have one profile.
* 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 knowledge base articles, the billable sessions can get expensive very quickly.
Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.
When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when the purchase requisition was raised. I think the tool needs to improve on how the items are being approved or presented in the tool. The product's interface needs to be improved only in the area revolving around approvals, where it has some shortcomings.
The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.
The solution’s reporting could be improved.
There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.
While Oracle Fusion has numerous strengths, there is room for improvement. One notable area is the user interface, where new users may find it challenging to navigate. The UI experience needs refinement to enhance user-friendliness. Additionally, some newer modules within Oracle Fusion are not yet fully stabilized, posing challenges for users. In the competitive landscape, certain modules excel in Oracle Fusion, while others may be better suited to alternatives like SAP, Workday, or Salesforce. The constant evolution of features, such as AI-enabled capabilities in the recruiting cloud, demonstrates both the advantages and disadvantages inherent in Oracle Fusion. Despite these areas for improvement, the overall advantages seem to outweigh the challenges from my perspective.
There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.
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.
Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.
Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.
Oracle Service Cloud could improve the integration for older platforms.
Oracle changed the means by which users are created in the system. I would like this to be easier to implement.
Oracle has to work on the interface for this solution. The user experience has to be much better. They have to work on integration with other systems.
It's not lean to manage.
Their mobile application for this product could be made more attractive as it currently has little functionalities.
I think it is really good as it is but the chat routing could use some improvements. It is difficult to manage lots of queues since the agents can only have one profile.
* 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 knowledge base articles, the billable sessions can get expensive very quickly.
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.