Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We need to pay more every time for customization or integration, and it's not easy like E-Business. I don't have anything specific that I would like to see in Oracle Fusion Service, but I hope it gives us more access to databases or makes customization and integration easier. My final rating for Oracle Fusion Service is about eight, as there are some modules not covered yet in Fusion, and I think they need more investment in customization and integration, or to make it easier.
From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.
When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.
When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when the purchase requisition was raised. I think the tool needs to improve on how the items are being approved or presented in the tool. The product's interface needs to be improved only in the area revolving around approvals, where it has some shortcomings.
Associate Consultant at University of California at Davis
Real User
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.
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.
There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.
IT Consultant at a tech vendor with 1,001-5,000 employees
MSP
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.
Oracle Service Cloud Developer with 201-500 employees
Real User
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.
* 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.
Oracle Fusion Service offers integrated omni-channel communication, efficient AI capabilities, and a 360-degree user perspective. Its intuitive interface enhances workflow management, scalability, and adaptability, accommodating diverse business needs across industries.Oracle Fusion Service streamlines operations including human resources, payroll, support channels, and financial workflows. Seamlessly integrating with existing systems, it optimizes customer interactions through comprehensive...
Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We need to pay more every time for customization or integration, and it's not easy like E-Business. I don't have anything specific that I would like to see in Oracle Fusion Service, but I hope it gives us more access to databases or makes customization and integration easier. My final rating for Oracle Fusion Service is about eight, as there are some modules not covered yet in Fusion, and I think they need more investment in customization and integration, or to make it easier.
From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.
When you do approvals, I don't think the approver can see the documents that the requester initially raised. I don't think that the approver received all of the documents that were attached when the purchase requisition was raised. I think the tool needs to improve on how the items are being approved or presented in the tool. The product's interface needs to be improved only in the area revolving around approvals, where it has some shortcomings.
The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.
The solution’s reporting could be improved.
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.
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.
There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles.
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.
Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.
Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.
Oracle Service Cloud could improve the integration for older platforms.
Oracle changed the means by which users are created in the system. I would like this to be easier to implement.
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.
It's not lean to manage.
Their mobile application for this product could be made more attractive as it currently has little functionalities.
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.
* 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.
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.