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I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for a particular client. When customers face concerns or need support, they need to log a service request so they can properly get more details. For these specific functions using Oracle Fusion Service, I have developed a service request management workflow for the client.

I have been working for the past five years. For the past two years, I have been working on a higher education industry project, mainly in tuition service areas and service management. Both functional and technical elements have given me hands-on experience.

Currently, I am working on a higher education industry project for one of the major universities. For example, if a student wants to express interest in student programs, they might search for universities online and browse through the courses universities offer. They will express interest through submitting an interest form. When a prospective student submits an interest form, a service request is created within the university system. Then the university staff, such as admission staff, will see that service request and reach out to the prospective student to keep them engaged, discussing available courses, admission fees, and resources. Through this ticket, the university's admission staff will communicate with the prospective student. For the university scenario, the customers are the students. Whatever help the students need is facilitated through Oracle Fusion Service. Customer satisfaction is the core agenda of Oracle Fusion Service. Students might need help with issues such as paying fees, and they can create a service request within the university's website.

The automated email communications are valuable. When a student submits a form, a service request is created. As a developer, we can configure automatic emails for acknowledgment and general email responses can be configured as scheduled automatic mail.

Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems. In any industry, there might be certain other applications involved, and Oracle Fusion Service allows seamless integration with other applications.

Reports and dashboards are comprehensive. For any client's CEO, mid-level manager, or executive level, regardless of hierarchy, the reports and dashboards can be configured based on personas. Whatever personas are involved can configure helpful dashboards.

Email channels can be configured to create service requests within the university system when prospective students send emails to the university's common email address. We can configure emails to initiate entire processes.

Beyond email, there are other channels such as text messaging and computer telephone integration applications from various vendors. We can enable clients' users to have instant audio or video calls with their end customers. Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots.

Knowledge management allows configuration of frequently asked questions. We can configure FAQ articles and place them on the customer's website. The customer-facing portal can be customized according to the client's needs, which is a captivating feature.

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used.

The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture.

The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement.

Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times.

Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

I have been working with Oracle Fusion Service for five years.

Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times.

Regarding scalability, the solution provides useful configurations that clients can utilize effectively. Apart from the configuration performance issues, the scalability and reliability are good.

Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

Neutral

Within CRM, I have worked on B2C service and sales extensively. In marketing areas, I have worked on basic things, not extensively in other products.

Customers are moving to different applications such as Zoho and Salesforce because they are lower in cost. Oracle Fusion Service is more costly, though I am not certain of exact prices. Zoho is an Indian house application, so it is very affordable. The customer's preferences vary, making the choice between Oracle Fusion Service and Zoho a difficult decision.

Oracle has a long history of credibility and brings new technologies and interfaces to every ERP application. As a thirty-year-old company, this long history of credibility attracts clients. However, new challenges arise from regional-oriented CRM products such as Zoho, Freshworks, and others. Clients choose Oracle based on its years of credibility and established connections, with delivery leaders often having decades of experience. The sales-related relationships and network are foundational structures for clients choosing Oracle.

I have been working at Deloitte, which has a partner relationship with Oracle. We use learning portal subscriptions through partner accounts for upskilling on Oracle products. For projects, clients invest in licensing the products themselves.

I have not had the opportunity to work on IoT integrations, though I have experience with external applications and CTA applications.

The initial setup involves configuring currencies and geographical information compatible with client expectations. While this is straightforward, changing these configurations in later stages can become problematic, especially for complex organization setups.

Oracle Fusion Service is a SaaS product that clients license in different environments, from basic developer environments to UAT and production.

My suggestion would be that this is a product that needs integration capabilities. When handling multiple complex workflows involving numerous systems, Oracle Integration Cloud goes hand in hand with Oracle Fusion Service. Clients must be ready to invest in multiple products, as standalone Oracle Fusion Service only provides standard features. For customized solutions, Oracle integration products are essential.

On a scale of 1-10, I rate Oracle Fusion Service an 8.

For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.

I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.

The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM tools. I've used Zendesk for over eight months.

The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Positive

The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.

When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.

It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.