What users are saying about
Top Rated
159 Ratings
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Top Rated
186 Ratings
Top Rated
159 Ratings
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Score 7.9 out of 101

Oracle Service Cloud

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Top Rated
186 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.1 out of 101

Likelihood to Recommend

Adobe Experience Manager

Adobe Experience Manager is well suited for large organizations that need a powerful, comprehensive and robust CMS to manage multiple websites/translations of websites. It is also well suited for those who need a CMS that is well integrated with other systems such as analytics, targeting and email marketing, or those who want some fancy add ons like Adobe smart tags or AI-enhanced capabilities.It is also an expensive product with a steep learning curve, so it is less appropriate for smaller companies/individuals or those that don't need an overly robust system that is integrated with other digital marketing tools. If you're looking for a more affordable solution that is easy to pick up and play, go with a more basic WordPress or Joomla type option.
No photo available

Oracle Service Cloud

Very well suited for manufacturers who have post-installation servicing requirements and requests, as per the Digital Field Service or DFS solution.
Frank Watts - CPIM, CIRM, MBA Operations Mgt profile photo

Feature Rating Comparison

Security

Adobe Experience Manager
8.3
Oracle Service Cloud
Role-based user permissions
Adobe Experience Manager
8.3
Oracle Service Cloud

Platform & Infrastructure

Adobe Experience Manager
7.7
Oracle Service Cloud
API
Adobe Experience Manager
7.4
Oracle Service Cloud
Internationalization / multi-language
Adobe Experience Manager
8.0
Oracle Service Cloud

Web Content Creation

Adobe Experience Manager
6.9
Oracle Service Cloud
WYSIWYG editor
Adobe Experience Manager
7.6
Oracle Service Cloud
Code quality / cleanliness
Adobe Experience Manager
6.9
Oracle Service Cloud
Admin section
Adobe Experience Manager
7.5
Oracle Service Cloud
Page templates
Adobe Experience Manager
6.8
Oracle Service Cloud
Library of website themes
Adobe Experience Manager
5.4
Oracle Service Cloud
Mobile optimization / responsive design
Adobe Experience Manager
7.0
Oracle Service Cloud
Publishing workflow
Adobe Experience Manager
7.4
Oracle Service Cloud
Form generator
Adobe Experience Manager
6.4
Oracle Service Cloud

Web Content Management

Adobe Experience Manager
6.0
Oracle Service Cloud
Content taxonomy
Adobe Experience Manager
7.0
Oracle Service Cloud
SEO support
Adobe Experience Manager
6.2
Oracle Service Cloud
Bulk management
Adobe Experience Manager
6.1
Oracle Service Cloud
Availability / breadth of extensions
Adobe Experience Manager
5.6
Oracle Service Cloud
Community / comment management
Adobe Experience Manager
5.3
Oracle Service Cloud

Incident and problem management

Adobe Experience Manager
Oracle Service Cloud
8.1
Organize and prioritize service tickets
Adobe Experience Manager
Oracle Service Cloud
8.5
Expert directory
Adobe Experience Manager
Oracle Service Cloud
7.5
Subscription-based notifications
Adobe Experience Manager
Oracle Service Cloud
7.7
ITSM collaboration and documentation
Adobe Experience Manager
Oracle Service Cloud
7.5
Ticket creation and submission
Adobe Experience Manager
Oracle Service Cloud
8.6
Ticket response
Adobe Experience Manager
Oracle Service Cloud
8.7

Self Help Community

Adobe Experience Manager
Oracle Service Cloud
8.1
External knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.2
Internal knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.1

Multi-Channel Help

Adobe Experience Manager
Oracle Service Cloud
7.8
Customer portal
Adobe Experience Manager
Oracle Service Cloud
8.5
IVR
Adobe Experience Manager
Oracle Service Cloud
7.4
Social integration
Adobe Experience Manager
Oracle Service Cloud
6.5
Email support
Adobe Experience Manager
Oracle Service Cloud
8.5
Help Desk CRM integration
Adobe Experience Manager
Oracle Service Cloud
8.1

Pros

Adobe Experience Manager

  • Media library and asset management is simplified, separating storage and also allowing developers to manage the workflow of the publishing process.
  • No addition of API services are required, using the same requests and data access layer for both front end and back end development simplifies the project lifecycle.
  • Duplicating code is easy, developers can simply copy components and reuse or rework for each use case.
Mike Plant profile photo

Oracle Service Cloud

  • 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

Adobe Experience Manager

  • Styling the front-end of the author interface can sometimes be challenging. Built in styles and HTML can be overwhelming until you get used to it. Having a less intrusive author output or defining a standard output per site could speed development.
  • Documentation is often outdated, keeping docs up to date and readily available is needed.
  • The local build process is slow and takes a lot of space. Reducing the overhead with local testing would be great!
Mike Plant profile photo

Oracle Service Cloud

  • Co-browse
  • Social Monitoring
  • Detailed documentation on CTI from the scratch
Rasheed Ahamed profile photo

Likelihood to Renew

Adobe Experience Manager

Adobe Experience Manager 9.0
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 Cloud

Oracle Service Cloud 9.1
Based on 8 answers
We find the application to be very easily configured and extended using the APIs to meet all of our business needs.
Andrew Wooster profile photo

Usability

Adobe Experience Manager

Adobe Experience Manager 10.0
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 Cloud

Oracle Service Cloud 8.0
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 Manager

Adobe Experience Manager 9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
No photo available

Oracle Service Cloud

Oracle Service Cloud 3.8
Based on 5 answers
Unless your site is down, and the ticket is thus marked critical, it takes 24 WORKING hours to get an initial response, which equals 3 days. If I had a window of time to work on a configuration issue, it was frustrating to have to table my work for 3 or more days while waiting for a response. I had not expected the "24 hour" SLA to mean "24 working hours."Once we finally connected with RightNow staff, they were very knowledgeable
No photo available

Implementation

Adobe Experience Manager

Adobe Experience Manager 8.7
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 Cloud

Oracle Service Cloud 9.0
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

Adobe Experience Manager

AEM exceeds WordPress on customizability. It is the backbone for the many modules and APIs we need to run our business.
No photo available

Oracle Service Cloud

When we chose Service cloud it was because of the robust offerings it had for service, marketing, opportunity tracking and knowledge. These are still very true today. I think without a double the ease of configuration is the number one reason we selected Oracle Service cloud.
Rhianna Albert profile photo

Return on Investment

Adobe Experience Manager

  • Difficult to calculate ROI, which would likely only be measured by time savings and improved SEO.
  • Takes time, which lowers productivity, to get up and running smoothly when first adopted.
  • Ensures we're using best practices, including maximizing SEO and more, through check lists and evaluations/ratings.
Courtney E. Howard profile photo

Oracle Service Cloud

  • We have seen an increase in CSAT
  • We have had an increase in Operational efficiency
  • We have had a decrease in time to train new employees
Rhianna Albert profile photo

Pricing Details

Adobe Experience Manager

General

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

Oracle Service Cloud

General

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

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