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Top Rated
233 Ratings
Top Rated
317 Ratings

Oracle Service (formerly Oracle Service Cloud)

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Top Rated
233 Ratings
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Score 8.3 out of 100
Top Rated
317 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Oracle Service (formerly Oracle Service Cloud) ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.3

Oracle Service (formerly Oracle Service Cloud)

83%
7.6

Salesforce Service Cloud

76%
Oracle Service (formerly Oracle Service Cloud) ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
74 Ratings
8.2
82%
55 Ratings

Expert directory

8.3
83%
55 Ratings
7.0
70%
40 Ratings

Subscription-based notifications

8.3
83%
58 Ratings
7.1
71%
47 Ratings

ITSM collaboration and documentation

7.5
75%
52 Ratings
7.2
72%
42 Ratings

Ticket creation and submission

8.4
84%
75 Ratings
7.9
79%
56 Ratings

Ticket response

8.4
84%
75 Ratings
7.9
79%
55 Ratings

Self Help Community

8.3

Oracle Service (formerly Oracle Service Cloud)

83%
7.0

Salesforce Service Cloud

70%
Oracle Service (formerly Oracle Service Cloud) ranks higher in 2/2 features

External knowledge base

8.3
83%
67 Ratings
6.8
68%
46 Ratings

Internal knowledge base

8.3
83%
76 Ratings
7.2
72%
51 Ratings

Multi-Channel Help

8.2

Oracle Service (formerly Oracle Service Cloud)

82%
7.7

Salesforce Service Cloud

77%
Oracle Service (formerly Oracle Service Cloud) ranks higher in 4/5 features

Customer portal

8.5
85%
71 Ratings
7.2
72%
39 Ratings

IVR

7.9
79%
37 Ratings
7.2
72%
25 Ratings

Social integration

7.1
71%
48 Ratings
7.8
78%
34 Ratings

Email support

8.7
87%
76 Ratings
8.0
80%
56 Ratings

Help Desk CRM integration

8.9
89%
56 Ratings
8.0
80%
49 Ratings

Attribute Ratings

  • Oracle Service (formerly Oracle Service Cloud) is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Performance, Support Rating

Likelihood to Recommend

8.2

Oracle Service (formerly Oracle Service Cloud)

82%
89 Ratings
7.8

Salesforce Service Cloud

78%
62 Ratings

Likelihood to Renew

10.0

Oracle Service (formerly Oracle Service Cloud)

100%
9 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

10.0

Oracle Service (formerly Oracle Service Cloud)

100%
5 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

10.0

Oracle Service (formerly Oracle Service Cloud)

100%
2 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

9.0

Oracle Service (formerly Oracle Service Cloud)

90%
2 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

10.0

Oracle Service (formerly Oracle Service Cloud)

100%
13 Ratings
7.2

Salesforce Service Cloud

72%
29 Ratings

In-Person Training

9.0

Oracle Service (formerly Oracle Service Cloud)

90%
1 Rating

Salesforce Service Cloud

N/A
0 Ratings

Online Training

Oracle Service (formerly Oracle Service Cloud)

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

Implementation Rating

9.0

Oracle Service (formerly Oracle Service Cloud)

90%
8 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Product Scalability

10.0

Oracle Service (formerly Oracle Service Cloud)

100%
1 Rating

Salesforce Service Cloud

N/A
0 Ratings

Likelihood to Recommend

Oracle Service (formerly Oracle Service Cloud)

Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
Elizabeth Cassidy | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

Pros

Oracle Service (formerly Oracle Service Cloud)

  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
Carl Elliott | TrustRadius Reviewer

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

Oracle Service (formerly Oracle Service Cloud)

  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Pricing Details

Oracle Service (formerly Oracle Service Cloud)

General

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

Starting Price

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Likelihood to Renew

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
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 Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 5 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 Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 2 answers
We have never had issues with downtime or it not being available.Upgrades and maintenance also happens in weekends or at night.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.0
Based on 2 answers
We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 13 answers
The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
Chris Edwards | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

In-Person Training

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.0
Based on 1 answer
Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along.Later on we started exploring by our selves.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Implementation Rating

Oracle Service (formerly Oracle Service Cloud)

Oracle 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 Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

Oracle Service (formerly Oracle Service Cloud)

TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Scalability

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 1 answer
We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Return on Investment

Oracle Service (formerly Oracle Service Cloud)

  • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
  • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
  • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
Raymond Hirte | TrustRadius Reviewer

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

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