Oracle Service Cloud Features

Oracle Service Cloud

Web, Social & Contact Center

4.4/5 (10 reviews)

Oracle Service Cloud Feature Summary

  • Customer intent + content matching
  • Complete customer profiles
  • Unified multi-channel support
  • Actionable insight reports
  • Facebook experience builder
  • DIACAP, NIST, HIPAA, FISMA compliant
  • Email support, live chat & virtual assistants
  • PCI Certified Cloud, Government Cloud for DoD
  • Multi-channel social brand monitoring
  • Customizable and pre-built reports & dahsboards
  • Multiple customer self-service tools
  • Service Level and Change Management
  • Knowledgebase creation and management
  • Open API
  • Cross-channel customer interaction history
  • Compliance Management
  • Offer personlaized, tailored services/advice
  • Add-ins and custom code compatible
  • Custom policy automation tool
  • Case management & guided resolution

Competitor Feature Comparison

@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Notifications
CRM Integration
Call Scripting
Caller ID
Case Management
Charting
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
HIPAA Compliance
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
PCI DSS Compliance
Performance Reports
Permission Management
Prioritizing
Real Time Analytics
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Semantic Search
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Third Party Integration
Workflow Management
Learn moreCompare App
@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Notifications
CRM Integration
Call Scripting
Caller ID
Case Management
Charting
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
HIPAA Compliance
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
PCI DSS Compliance
Performance Reports
Permission Management
Prioritizing
Real Time Analytics
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Semantic Search
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Third Party Integration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Automatic Notifications
CRM Integration
Call Scripting
Caller ID
Case Management
Charting
Chat
Collaboration Tools
Collaborative Workspace
Computer Telephony Integration
Contact History
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
HIPAA Compliance
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
PCI DSS Compliance
Performance Reports
Permission Management
Prioritizing
Real Time Analytics
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Semantic Search
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Third Party Integration
Workflow Management
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Mobile apps

iOS App


68 reviews

Requires iOS 11.4 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


203 reviews

Oracle Service Cloud Feature Reviews

8 reviewers had the following to say about Oracle Service Cloud's features:

Anonymous
( company, 501-1000 employees)

Good tool for the administration of clients with potential sales.

2018-06-12

Simple administration on the functional safety of users, easy creation of reports, and workspaces that allow agents to view incidents of reported cases.

Pros

Good ease of use at the console level, the creation of profiles and administration of user accounts is one of the main benefits of this oracle tool

Cons

This tool has little documentation in the market, in addition to functionalities that in other softwares turn out to be easier to perform, such as its syntax in its native code.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Samuel Reason

Could not be happier with Oracle CX

2019-03-19

Very positive, have loved every minute of working on Oracle CX.

Pros

Amazing powerful tool that makes CX and CRM management so simple and easy to use in any company of any size.

Cons

Daunting interface when you first launch Oracle, but you quickly overcome this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Perry Grosser

Lots it can do

2018-12-21

Pros

It has lots of reports and lots of powerful tools to use.

Cons

It is really complex to use, customer support is pretty hard to understand and follow directions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 51-200 employees)

Excellent CX Software

2018-04-17

Pros

It allows to connect customers interactions with brands easily not matter which channel the customer used to interact with the business.

Cons

It doesn't let you customize so you end up using a lot of out of the box functions but it's really dificult when you need an specific function for your business.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel Osmonovich

Smart, Quick and Simple Retail Solution.

2019-05-24

Great for tracking inventory, building customer profiles, and easy to use!

Pros

Easy to explain to team members, great for looking into inventory, and automatic promotions on transactions are just a few of the perks of Oracle.

Cons

There are some occasions that there are some hiccups with starting up the software, but it usually is an easy fix.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Deepak Singh

Great experience

2017-10-06

Great platform

Pros

Supported more rapid HR decisions by gathering all the records into Oracle Human Capital Management Cloud.

Cons

I feel it can be improved upon by giving more flexibility and customization to cater to organizations' needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel Pacheco

Oracle CX - Sales Cloud. Efficient product and easy to adapt.

2018-03-23

Oracle CX - Sales Cloud. Manage a complete sales system, be it small, medium or large. The strength of Oracle CX-Sales Cloud is remarkable, since it has a pre-established configuration of the basic and intermediate aspects of the sales mechanism and the supply of services.

Pros

At the interface level, it provides a complete visualization of the components with a nice and intuitive design. Its cost is high, since it is a product of Oracle and for this and other reasons its cost is high, but it can still be acquired without a greater risk of loss of investment.

Cons

Oracle CX - Sales Cloud offers few options to modify; In turn, it does not allow access to more advanced configuration functions. It allows you to choose visual themes, the limit is that you can only choose the available ones. The internal CRM of Oracle CX - Sales Cloud does not allow managing a volume of detailed information, it simply provides tools for a segmented and generalized administration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jesse Theisen

Oracle CX is a great CRM package

2019-10-22

We used it at work and it made handling customer calls easy since you could document and have a list of past interactions as well.

Pros

It's easy to use, the menus are self-explanatory, the software has lots of features all information is contained in one program

Cons

The program seems to crash on occasion, and it can run slow at times but other than that I don't have any other issues with it.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more