2018-10-02T10:47:00Z

What needs improvement with Oracle Service Cloud?

Miriam Tover - PeerSpot reviewer
  • 0
  • 5
PeerSpot user
16

16 Answers

Mahesh-R - PeerSpot reviewer
Real User
Top 10
2024-03-05T09:18:44Z
Mar 5, 2024

The solution’s reporting could be improved.

Search for a product comparison
Hitesh Kunchakuri - PeerSpot reviewer
Real User
Top 10
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.

JK
Consultant
Top 20
2023-11-02T10:09:19Z
Nov 2, 2023

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.

Hosam Ebada - PeerSpot reviewer
Real User
Top 5
2023-10-23T12:42:00Z
Oct 23, 2023

The product must provide modules for property management.

Jules  Kouame - PeerSpot reviewer
Real User
Top 10
2023-09-28T12:50:43Z
Sep 28, 2023

There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.

PT
MSP
Top 20
2023-09-07T05:58:00Z
Sep 7, 2023

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.

Find out what your peers are saying about Oracle, Microsoft, Salesforce and others in CRM Customer Engagement Centers. Updated: March 2024.
765,386 professionals have used our research since 2012.
Shalvin Narayan - PeerSpot reviewer
Real User
Top 10
2022-11-03T08:11:58Z
Nov 3, 2022

Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.

Real User
Top 10
2022-09-06T00:53:59Z
Sep 6, 2022

Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.

Marcelo Lara - PeerSpot reviewer
Real User
Top 20
2022-08-04T18:31:38Z
Aug 4, 2022

Oracle Service Cloud could improve the integration for older platforms.

NH
Real User
Top 5Leaderboard
2022-01-05T06:54:51Z
Jan 5, 2022

Oracle changed the means by which users are created in the system. I would like this to be easier to implement.

AP
MSP
2020-09-27T04:09:50Z
Sep 27, 2020

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.

ER
Real User
2019-03-18T09:39:00Z
Mar 18, 2019

It's not lean to manage.

reviewer974331 - PeerSpot reviewer
Real User
2018-12-10T07:13:00Z
Dec 10, 2018

Their mobile application for this product could be made more attractive as it currently has little functionalities.

reviewer963333 - PeerSpot reviewer
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.

JD
Real User
2018-10-10T15:45:00Z
Oct 10, 2018

* 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.

TO
Real User
2018-10-02T10:47:00Z
Oct 2, 2018

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.

CRM Customer Engagement Centers
We asked PeerSpot users what they thought the most essential aspects of a CRM Customer Engagement Center was, and this is how they responded: As with most technology the CRM CEC needs to be comfortable and easy to use, adapting to the varying needs of the user. This includes the flexibility to integrate with other data sources and to generate customized results. Equally important was the ability to track and support customer journeys from beginning to end, monitoring performance, and...
Download CRM Customer Engagement Centers ReportRead more