What users are saying about
Top Rated
150 Ratings

Oracle Service Cloud

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Top Rated
153 Ratings
Top Rated
150 Ratings
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Score 7.9 out of 101

Oracle Service Cloud

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Top Rated
153 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Adobe Experience Manager

If you have a number of smaller parts of your organization that you want to maintain the same look & feel as the rest of the organization, it is easy to create a base site and then let them customize. Also, if you have contributors of content who are not involved in the web site maintenance - our professors, for example - they can enter the text on a basic page which is then incorporated through tagging
Diana Williams profile photo

Oracle Service Cloud

We are not comfortable with the cloud for our production environment until we are able to see consistent results with performance. We believe it will be a good DR/BC site when we are able to move our non-prod. environments to the cloud. We are excited to see if the provisioning will work as advertised when we need to add servers for performance and then remove them.
Ray Hirte profile photo

Feature Rating Comparison

Security

Adobe Experience Manager
8.2
Oracle Service Cloud
Role-based user permissions
Adobe Experience Manager
8.2
Oracle Service Cloud

Platform & Infrastructure

Adobe Experience Manager
7.6
Oracle Service Cloud
API
Adobe Experience Manager
7.5
Oracle Service Cloud
Internationalization / multi-language
Adobe Experience Manager
7.7
Oracle Service Cloud

Web Content Creation

Adobe Experience Manager
7.0
Oracle Service Cloud
WYSIWYG editor
Adobe Experience Manager
8.2
Oracle Service Cloud
Code quality / cleanliness
Adobe Experience Manager
7.0
Oracle Service Cloud
Admin section
Adobe Experience Manager
7.5
Oracle Service Cloud
Page templates
Adobe Experience Manager
6.9
Oracle Service Cloud
Library of website themes
Adobe Experience Manager
5.5
Oracle Service Cloud
Mobile optimization / responsive design
Adobe Experience Manager
7.0
Oracle Service Cloud
Publishing workflow
Adobe Experience Manager
8.0
Oracle Service Cloud
Form generator
Adobe Experience Manager
6.3
Oracle Service Cloud

Web Content Management

Adobe Experience Manager
6.1
Oracle Service Cloud
Content taxonomy
Adobe Experience Manager
6.6
Oracle Service Cloud
SEO support
Adobe Experience Manager
6.5
Oracle Service Cloud
Bulk management
Adobe Experience Manager
6.1
Oracle Service Cloud
Availability / breadth of extensions
Adobe Experience Manager
6.1
Oracle Service Cloud
Community / comment management
Adobe Experience Manager
5.4
Oracle Service Cloud

Incident and problem management

Adobe Experience Manager
Oracle Service Cloud
8.0
Organize and prioritize service tickets
Adobe Experience Manager
Oracle Service Cloud
8.2
Expert directory
Adobe Experience Manager
Oracle Service Cloud
7.3
Subscription-based notifications
Adobe Experience Manager
Oracle Service Cloud
8.2
ITSM collaboration and documentation
Adobe Experience Manager
Oracle Service Cloud
7.3
Ticket creation and submission
Adobe Experience Manager
Oracle Service Cloud
8.6
Ticket response
Adobe Experience Manager
Oracle Service Cloud
8.5

Self Help Community

Adobe Experience Manager
Oracle Service Cloud
8.1
External knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.3
Internal knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.0

Multi-Channel Help

Adobe Experience Manager
Oracle Service Cloud
7.3
Customer portal
Adobe Experience Manager
Oracle Service Cloud
8.5
IVR
Adobe Experience Manager
Oracle Service Cloud
6.5
Social integration
Adobe Experience Manager
Oracle Service Cloud
5.6
Email support
Adobe Experience Manager
Oracle Service Cloud
8.0
Help Desk CRM integration
Adobe Experience Manager
Oracle Service Cloud
7.8

Pros

  • It's a drag and drop kind of platform, so building pages is very easy and you don't need coding abilities.
  • The ability to copy existing blocks and section from other pages is excellent! Instead of creating content from scratch, you can actually copy the section you want from an existing page, and paste it in your new page and update the content. This saves a lot of time!
  • The block/brick system is very clean and the results look very good!
  • You can easily embed videos from Youtube only by adding the Youtube ID. Very easy!
Vanessa Suarez profile photo
  • Provisioning environments has been very easy for us, happening in a matter of minutes.
  • Backing up data from our demo environments has been easy and quick.
  • So far setting up admin roles for high level admins has been pretty easy.
  • Notifications for overages has been really easy
Ray Hirte profile photo

Cons

  • Adding meta data to batch files would make it much more efficient
  • You still need to convert any Word or Excel docs to PDFs if this was on auto when you have multiple files, it would also save time
Meghan Hays profile photo
  • I do not have any cons for this software. It is a complex service tracking and communication software and requires some specific training in its use, but that is to be expected for what it is.
No photo available

Likelihood to Renew

Adobe Experience Manager9.0
Based on 5 answers
We had and still have a fantastic experience using Adobe CQ. Lots of flexibility, great integration with other Adobe products we already use and a powerful technology make it a great fit for our corporate environment. Also as the community grows, it makes it easier to network with other developers and users to get new ideas on how to continue to get the best out of the software.
Fernando Galeano profile photo
Oracle Service Cloud9.0
Based on 8 answers
As of this moment, Oracle Service Cloud offers the best solution for our support case needs. It provides the best combination of database, communications and usability.
No photo available

Usability

Adobe Experience Manager10.0
Based on 2 answers
I personally feel that AEM is very intuitive to use from an authoring standpoint. The entire CMS was engineered around the author. Everything about AEM is geared to helping authors generate and maintain content. There are ways that tool tips can be customized so that any individual could simply hover over and be guided step by step on how to author web content
Vagner Polund profile photo
Oracle Service Cloud8.0
Based on 3 answers
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Mig Ponce profile photo

Support

Adobe Experience Manager9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
No photo available
Oracle Service Cloud3.9
Based on 5 answers
Some of the more complicated inquiries can take some time; but in general, the support is very thorough. RightNow doesn't stop working on your issue until it's completely resolved. They have VERY extensive documentation for each version, as well as really thorough help documentation. REALLY thorough
Mig Ponce profile photo

Implementation

Adobe Experience Manager8.7
Based on 2 answers
Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint
Vagner Polund profile photo
Oracle Service Cloud9.0
Based on 3 answers
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
No photo available

Alternatives Considered

This was a C-Level decision.
Meghan Hays profile photo
Raviraj Raikar profile photo

Return on Investment

  • AEM allows authors to push content live in a matter of minutes. This has greatly increased launch times for business.
  • Good integration with Adobe Marketing suite allows for analytics.
  • Poor documentation of the system proves a challenge for developers and administrators.
No photo available
  • Increased agent compliance with case creation to the high 90s.
  • Self-service rates around 20%
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Pricing Details

Adobe Experience Manager

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Adobe Experience Manager More Information

Oracle Service Cloud

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Oracle Service Cloud More Information