What do you like best?
Oracle RightNow CX, also known as service cloud is one the best tool available in CRM
its main advantage is its look and feel which is very similar to word and excel, that are widely used throughout the world.
the second is its ease of access and drag and drop functionalities which makes it easier to design.
Also, continuous additions in CRM tool(upgrade in versions) are extending the functionalities and improving the customer experience as well as agent performance.
What do you dislike?
The main disadvantage is that there is no possibility to request for trial version as a normal person, but the company should satisfy some criteria to provide access to the trail version of service cloud.
The second one is the system become a little bit slow while you are accessing very large and complex data or workflows.
Recommendations to others considering the product
If you have the perfect requirement that maps with the functionalities of service cloud, go for it.
What business problems are you solving with the product? What benefits have you realized?
its customer portal experience is an added advantage. Cobrowse and chat functionalities allow customers to directly interact with agents to solve their issues this increases productivity. the configuration is simple and understandable