We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."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."
"The service management features are valuable."
"The solution is completely cloud-based and very easy to access from anywhere."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The solution is easy to learn."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"Stable and scalable with good technical support."
"Everything is managed by Oracle, so they have security in place."
"The product's initial setup phase was straightforward."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The interface is quite user-friendly."
"It is a stable product."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"Lacks the ability to deploy custom code for customization."
"The product must provide modules for operations management."
"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."
"The user experience has to be much better."
"The product's option to upload payroll data doesn't work seamlessly."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"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."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The pricing of the solution can be made cheaper."
"The main concern for me revolves around the speed of certain integrations."
"The integrations with other solutions can be improved."
"There is room for improvement in pricing."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
