Oracle Field Service Reviews

Pros

The mobile accessibility is a huge plus, our field techs can access info, update job statuses and stay in touch with the main system while they're on the go. It's really valuable. Also the level of support and how often Oracle sends updates really affects the experience. Staying current with the latest updates means we get new features and important security improvements.

Cons

cost of implementing and maintaining it is a really big factor. Companies should look closely at the pricing and decide if the benefits are worth it. While customization is a plus making it fit specific needs can be challenging if you don't have deep technical know-how. Simplifying customization would really improve the experience. Also, I've heard some users mention that Oracle's support isn't always responsive and it can take a while to get issues resolved. Timely support is important to avoid disruptions when you're relying on a field service solution.

Pros

It has really helped us cut down on travel time and lower our operational costs. Also the way it integrates with other Oracle apps and third-party systems is a huge strength for us.

Cons

The cost for licensing and ongoing maintenance is something smaller businesses should really think about. Also the customer support is okay but they could definitely be quicker in responding.

Pros

There are three things I really like about Oracle Field Service. First it's a powerful tool for growing our business and providing great customer support especially with the wireless access to customer data. Second, it integrates very well with other Oracle applications. Third, it holds a huge amount of customer info and works smoothly with our various order and billing platforms.

Cons

I've had a few challenges. First the interface is not very user-friendly and it takes a while to understand the dashboard especially for beginners. Second, it sometimes freezes up and I have to restart the whole system just to get it running again.

Pros

The support team is really helpful when I need assistance and integration with other Oracle applications works smoothly without any major issues. Overall this tool has genuinely helped us improve how we connect with our customers.

Cons

Well the interface is not very user friendly and feels complicated. I have also experienced some crashes from time to time.

Pros

I love the ability to manage our field service capacities. It lets us give customers appointments right on the first call which is a game-changer.

Cons

there are issues with the interface when dealing with the Agent and applying configuration changes in the moment. It doesn't always work smoothly.

Pros

It's easy to use and has solid features. We almost never have any issues or incidents with the service.

Cons

The prices for training and certification are very high in my opinion.

Pros

I appreciate the ability to customize configurations and rules to fit the unique characteristics of all the different regions we work in.

Cons

I really miss being able to do some configurations in batch. Right now you can't and that's a limitation.

Pros

The configurability is fantastic and it lets our business make the system look and feel like it was built just for us. The quarterly upgrades are great because they bring improvements and new features and the upgrades are always smooth. Features like 'Where Is My Technician' and real-time traffic info give us cutting-edge tech to share with our team and our customers.

Cons

Honestly I don't have any downsides to report.

Pros

There are so many great features in OFS and we keep discovering more the longer we use it. I want to highlight the regular improvements from Oracle, they're not just bug fixes but also big UI and feature upgrades. The product can be as complicated or as simple as you want, depending on the features you choose to use. We started with a very basic setup but we're always adding and enhancing things and we're probably still only using a small part of what the 'out of the box' product can do. The improvements in real-time allocation, monitoring and exception processing have been huge for our field work. Plus, our clients have given us direct feedback on how impressed they are with the service we're providing using this product.

Cons

When I am in the field like all cloud apps, it can be a problem when I'm offline or don't have phone signal. Also since it relies on Android or iOS, there's always a risk that updates from them (like Android WebView) can break it or make it work worse. It's super configurable but that means there are a bunch of ways to do the same thing and sometimes if you set it up poorly at the start, you're almost better off starting over completely.

Pros

I really like the roster feature, how easy user management is and how user-friendly the interface is.

Cons

There is not enough documentation for integration and I wish there was a "hands-on virtual lab" for customers to explore new technologies, features and functions.

Pros

We have an great account manager and an approachable technical representative. It's nice to have face-to-face contact with them from time to time too.

Cons

The routing system is efficient for general scenarios but it can be tricky to fine-tune for more complex balancing. We've had to bring in wider teams just to sort out our routing plan. Also, migrating configuration for certain parts of the system can take a lot of time. Oracle is working on these issues but some are still unresolved so we sometimes end up doing the same work over and over in test and production. The chat collaboration is good but the video collaboration wasn't well received by our team and the feedback was that it just isn't well-developed yet. The mobile app is generally stable but when surprise issues pop up (usually noticed by our field techs), they're often caused by a recent mobile OS update. It's not necessarily Oracle's fault but maybe they could coordinate better with mobile platforms to test their app on upcoming versions and give us a heads-up about possible temporary issues.

Pros

My favorite features include the routing and Workzone tools, the 'Where is my Technician' function, the Rest API, Forms and Plugins, Inventory Link and Templates.

Cons

It doesn't have a function to do a full backup with separate files for configuration. Also sometimes the Support Team's quality management on Service Requests is not the best.

Pros

I love the flexibility. OFS lets us set our own parameters and thresholds based on our business needs and busy seasons. The geo-localization feature is another plus and it helps us optimize control over our field team.

Cons

It's not a huge issue but I wish it were more flexible and easier when handling reports and key performance indicators.

Pros

It lets me follow up with my technicians, both to stay in contact and to see what activities they've completed.

Cons

There's a real lack of process monitoring and no visibility into support incidents. Communication about issues is limited and we often don't get a solution within the promised SLA timeframe.

Pros

I like that the program gives me two different views, desktop and mobile. It's very useful because I can use the desktop app when I need to type out a lot of notes for a ticket.

Cons

I often have to refresh the page just to update my route or to see completed tasks and tasks that have been moved around.

Pros

Here's what I like best: 1. The flexibility, we can cover so many use cases just by customizing the solution without needing extra development. 2. It provides a complete end-to-end process for scheduling and field service work. 3. It's scalable so it was easy to roll out to several countries. 4. The integration capabilities are strong with a lot of different APIs for connecting to other systems. 5. The system accessibility level is high. 6. I am part of the OFS Community which has forums, a knowledge base and regular meetings with the product team.

Cons

First as a Cloud solution it can be tough to roll out in countries with very strict GDPR rules like when you need to store customer data abroad. There are workarounds but it's a issue. Second it takes a really long time to get a change or new functionality from Oracle that covers a specific need for an organization.

Pros

The auto-routing, the visibility it gives me into my resources and how well it works on mobile are my top features.

Cons

The calendar view for reporting seems lackluster in my experience.

Pros

That ability to evolve and personalize is something special and pretty unique as it feels less like using a static program and more like partnering with an intelligent system that grows alongside our business.

Cons

You can reach the same results in so many different ways which actually means more checks and more trouble when something goes wrong.

Pros

I like the self-management capacity it gives to our field technicians. The activity routing functionality is great and the views within the product are really helpful.

Cons

The constant version changes are a pain and sometimes useful functionalities just disappear in an update. Also support responses to escalations aren't great, they are not clear or helpful when a problem comes up.

Pros

bulk routing and the online tracking of activities for our workforce are fantastic. These features really add value to our daily operations.

Cons

I wish it would change how customers can propose improvements to OFSC. Also it would help if they resolved issues that appear after updates a lot faster.