We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and Service Creatio based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."The service management features are valuable."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Everything is managed by Oracle, so they have security in place."
"Oracle Service Cloud could improve the integration for older platforms."
"The solution is completely cloud-based and very easy to access from anywhere."
"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."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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 interface is quite user-friendly."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"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."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."
"The UI experience needs refinement to enhance user-friendliness."
"The vendor must provide a user-friendly mobile application."
"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."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The main concern for me revolves around the speed of certain integrations."
"The product's high price is an area of concern where improvements are required."
"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 integrations with other solutions can be improved."
"There is room for improvement in pricing."
"Salesforce Service Cloud's report functionality could be improved."
"The return material authorization should utilize no-code or low-code."
