<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
2562 Ratings
Top Rated
201 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Salesforce

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
2562 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Carl Elliott | TrustRadius Reviewer

Salesforce

I'd be likely to recommend Salesforce to anyone who has time or resources to develop the system to meet their needs - or to hire that out to another firm. Salesforce is a HUGE tool that comes as a blank slate. and not appropriate for any firm that cannot have a near full time support person or developer.
Jeff Fralick | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Salesforce
Organize and prioritize service tickets
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Salesforce
Expert directory
Oracle CX Service (formerly Oracle Service Cloud)
7.2
Salesforce
Subscription-based notifications
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Salesforce
ITSM collaboration and documentation
Oracle CX Service (formerly Oracle Service Cloud)
7.0
Salesforce
Ticket creation and submission
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Salesforce
Ticket response
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Salesforce

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Salesforce
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Salesforce
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Salesforce

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Salesforce
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Salesforce
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Salesforce
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Salesforce
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Salesforce
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
Salesforce

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
9.1
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.1
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.1
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
Contract management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
Quote & order management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
7.7
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.6
Channel / partner relationship management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.0

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.5
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
9.0
Call center management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.4
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.2
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.1

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.0
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.4
Billing and invoicing management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
6.7
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.5
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.9
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
9.1

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.7
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.7
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8
Scripting environment
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8

Security

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.9
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.8
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.9

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.2
Social data
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.2
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.1

Integrations with 3rd-party Software

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.3
Marketing automation
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.5
Compensation management
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.2

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.0
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
8.0

Pros

Oracle CX Service (formerly Oracle Service Cloud)

  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
Anonymous | TrustRadius Reviewer

Salesforce

  • Salesforce nails the reporting suite. It's so robust and refined, that it makes my job 10 times more efficient.
  • Task and recurring meetings. I love logging in everyday and knowing exactly what I have lined up for the day, or at least an idea of it. This helps me organize my calendar.
  • Notes, emails, plugins. I love being able to take notes directly into the Account/Opportunity, and then in turn send emails directly to the client from there as well. Also, if i'm in my work email, and I email a client directly, I can then easily attach said email into my Salesforce account via one easy click.
John Hilburn | TrustRadius Reviewer

Cons

Oracle CX Service (formerly Oracle Service Cloud)

  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Salesforce

  • Quick access to report "button(s)" on dashboard. Right now you have to go to the Reports Tab, find the report template and run it. In Sales, we look at the same reports daily, and for individual sales personnel, being able to click 1 button to get to their accounts with the through date always being updated to "today" (so it doesn't have to be selected every single day before running the report) - would be of great help.
Leslie Bradford | TrustRadius Reviewer

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
Based on 9 answers
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
Anonymous | TrustRadius Reviewer

Salesforce

Salesforce 10.0
Based on 48 answers
While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
John Cupoli | TrustRadius Reviewer

Usability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 4 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 | TrustRadius Reviewer

Salesforce

Salesforce 7.5
Based on 36 answers
Salesforce is like a bucket of legos. Everyone gets the same bucket, but can build anything you want out of it. I've worked on Salesforce instances for: construction, non-profits, job training, music industries, medical insurance, medical billing, paid parking, and international medical diagnostic companies.
Kyle Dugger | TrustRadius Reviewer

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 10.0
Based on 2 answers
No answer on this topic is available.

Salesforce

Salesforce 9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk | TrustRadius Reviewer

Performance

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 2 answers
No answer on this topic is available.

Salesforce

Salesforce 9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk | TrustRadius Reviewer

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 7.9
Based on 12 answers
Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job
Kristine Tannert | TrustRadius Reviewer

Salesforce

Salesforce 6.0
Based on 32 answers
Since we do not pay for Premier Support, the agreed upon response times are still pretty good. It is a little ridiculous that you should need to pay tens of thousands of dollars for their best support options and training.
Brent Booth | TrustRadius Reviewer

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 1 answer
No answer on this topic is available.

Salesforce

Salesforce 7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Salesforce

Salesforce 9.1
Based on 15 answers
The quality of Salesforce's standard online training is high, but limited by nature as to what it covers.
Here are some common online courses -
Getting Started: Navigating Salesforce
Getting Started: Using the Sales Cloud
Getting Started: Administering Salesforce
Getting Started with Reports and Dashboards
Social Media Goes to Work: Chatter
Securing your Salesforce Organization
Getting Started with Data.com
Getting Started with Force.com Pages (Visualforce)
Writing Secure Applications on Force.com
Rob Gottschalk | TrustRadius Reviewer

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 8 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
Anonymous | TrustRadius Reviewer

Salesforce

Salesforce 9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk | TrustRadius Reviewer

Alternatives Considered

Oracle CX Service (formerly Oracle Service Cloud)

We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Ray Hirte | TrustRadius Reviewer

Salesforce

Salesforce is head and shoulders above any other CRM available on the market. It integrates with Gmail and almost any other third-party tool that your company plans to use, making it the most robust and integrated tool available.
Zach Ettelman | TrustRadius Reviewer

Scalability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 10.0
Based on 1 answer
No answer on this topic is available.

Salesforce

Salesforce 10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos | TrustRadius Reviewer

Return on Investment

Oracle CX Service (formerly Oracle Service Cloud)

  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
Anonymous | TrustRadius Reviewer

Salesforce

  • Salesforce.com has contributed to a more efficient overall organization in particular lowering cycle times required by technology in the field and in finance.
  • Salesforce.com has played a large part in a formidable increase in our sales close rate.
  • Salesforce.com has dramatically increased our insight into our business.
Irene Chivily Von Toussaint | TrustRadius Reviewer

Screenshots

Pricing Details

Oracle CX Service (formerly Oracle Service Cloud)

General

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

Salesforce

General

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

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
Salesforce
8.5

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Salesforce
10.0

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Salesforce
7.5

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Salesforce
9.8

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Salesforce
9.0

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Salesforce
6.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Salesforce
7.9

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
Salesforce
9.1

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Salesforce
9.4

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Salesforce
10.0

Add comparison