Oracle Fusion Service vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Oracle Fusion Service
Score 6.9 out of 10
N/A
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A
SolarWinds Web Help Desk (WHD)
Score 7.9 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Oracle Fusion Service
7.6
78 Ratings
4% below category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
21% above category average
Organize and prioritize service tickets7.473 Ratings9.819 Ratings
Expert directory7.553 Ratings10.013 Ratings
Subscription-based notifications7.557 Ratings9.817 Ratings
ITSM collaboration and documentation6.750 Ratings9.014 Ratings
Ticket creation and submission8.774 Ratings9.99 Ratings
Ticket response8.074 Ratings9.99 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Oracle Fusion Service
7.3
74 Ratings
6% below category average
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
19% above category average
External knowledge base6.965 Ratings9.46 Ratings
Internal knowledge base7.774 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Oracle Fusion Service
7.3
76 Ratings
5% below category average
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
20% above category average
Customer portal7.569 Ratings9.78 Ratings
IVR7.635 Ratings00 Ratings
Social integration4.846 Ratings10.04 Ratings
Email support7.974 Ratings9.89 Ratings
Help Desk CRM integration8.654 Ratings8.04 Ratings
Best Alternatives
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
6.3
(89 ratings)
8.4
(19 ratings)
Likelihood to Renew
10.0
(9 ratings)
10.0
(4 ratings)
Usability
10.0
(5 ratings)
10.0
(3 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(7 ratings)
10.0
(5 ratings)
In-Person Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(4 ratings)
10.0
(2 ratings)
Configurability
9.0
(1 ratings)
10.0
(1 ratings)
Ease of integration
5.8
(11 ratings)
9.0
(1 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Oracle Fusion ServiceSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Oracle
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.
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SolarWinds
SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
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Pros
Oracle
  • 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.
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SolarWinds
  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
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Cons
Oracle
  • 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.
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SolarWinds
  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
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Likelihood to Renew
Oracle
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.
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SolarWinds
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
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Usability
Oracle
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.
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SolarWinds
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
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Reliability and Availability
Oracle
We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
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SolarWinds
No answers on this topic
Performance
Oracle
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.
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SolarWinds
No answers on this topic
Support Rating
Oracle
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)].
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SolarWinds
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
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In-Person Training
Oracle
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.
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SolarWinds
No answers on this topic
Implementation Rating
Oracle
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
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SolarWinds
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
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Alternatives Considered
Oracle
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.
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SolarWinds
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
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Scalability
Oracle
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.
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SolarWinds
No answers on this topic
Return on Investment
Oracle
  • 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.
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SolarWinds
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
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ScreenShots

Oracle Fusion Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.

SolarWinds Web Help Desk (WHD) Screenshots

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