We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."The solution is completely cloud-based and very easy to access from anywhere."
"The service management features are valuable."
"The solution is easy to learn."
"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."
"Stable and scalable with good technical support."
"The most valuable feature of the solution is that customers can easily understand it."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The solution changes the way clients work to make it easier and faster."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"It's a cloud tool, so it is easy to set up."
"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."
"It is a stable product."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"Spiceworks is generic and free."
"It's easy to understand."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The solution is very stable. It's reliable and efficient."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It was easy to integrate Spiceworks with our existing setup."
"The solution is easy to use and easy to manage."
"The UI experience needs refinement to enhance user-friendliness."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The solution’s reporting could be improved."
"The user experience has to be much better."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"Lacks the ability to deploy custom code for customization."
"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 pricing of the solution can be made cheaper."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The product's high price is an area of concern where improvements are required."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"There is room for improvement in pricing."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The SNMP sniffer requires a lot of work to get right."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
