<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
206 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

Spiceworks Help Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
206 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 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

Spiceworks Help Desk

Spiceworks is well suited for Information Technology departments who have a limited budget. The free version of this software is one of the best tools to help a security practitioner perform a risk analysis on their network. Other similar tools that are free are limited in the IP ranges that they can scan, but not Spiceworks. I can scan several subnets with this tool. Another cool feature is that I don't have to visit each workstation on our network to obtain information about it. Spiceworks gives me all the information I need right at my own desktop. Spiceworks is well suited for small IT shops and small security departments. Other tools of this capability will cost you thousands
BART HUNTER | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Spiceworks Help Desk
8.7
Organize and prioritize service tickets
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Spiceworks Help Desk
8.8
Expert directory
Oracle CX Service (formerly Oracle Service Cloud)
7.2
Spiceworks Help Desk
8.3
Subscription-based notifications
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Spiceworks Help Desk
8.4
ITSM collaboration and documentation
Oracle CX Service (formerly Oracle Service Cloud)
7.0
Spiceworks Help Desk
8.2
Ticket creation and submission
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Spiceworks Help Desk
9.3
Ticket response
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Spiceworks Help Desk
9.2

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Spiceworks Help Desk
8.7
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Spiceworks Help Desk
9.2
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Spiceworks Help Desk
8.3

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Spiceworks Help Desk
8.5
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Spiceworks Help Desk
8.9
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Spiceworks Help Desk
9.0
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Spiceworks Help Desk
8.2
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Spiceworks Help Desk
8.5
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
Spiceworks Help Desk
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

Spiceworks Help Desk

  • Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
  • Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
  • Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Andrew Shannon | 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

Spiceworks Help Desk

  • As a user, I would like to have a login where I can track my specific requests in one place
  • We currently have a link that we access to enter our requests-it would be cool if we could initiate via email plugin
Anonymous | 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

Spiceworks Help Desk

Spiceworks Help Desk 8.7
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Chris Johnson | 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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
BART HUNTER | 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.

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 answers
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
Patrick Yeager | 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

Spiceworks Help Desk

Spiceworks Help Desk 8.6
Based on 47 answers
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
Anonymous | 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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 12 answers
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
Jennifer Metcalf | 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

Spiceworks Help Desk

I've used a specialized home based Notes database system prior to Spiceworks. That system was a kludge and outgrew what it originally was supposed to be. We had to make things work in it. Spiceworks is a generic system that while basic allows you to track your issues. It's a good system to use for a small shop.
Andrew Murphy | 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

Spiceworks Help Desk

  • Spcieworks has saved me time looking for certain machines that might be online—positive.
  • Spiceworks is free, so I am able to manage my inventory for no cost —positive.
  • I can quickly look up what computer a user is logged into when troubleshooting over the phone. This is priceless—positive.
Michael Timms | 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

Spiceworks Help Desk

General

Free Trial
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
Spiceworks Help Desk
8.7

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Spiceworks Help Desk
8.7

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Spiceworks Help Desk
10.0

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Spiceworks Help Desk
10.0

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Spiceworks Help Desk
8.0

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Spiceworks Help Desk
8.6

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Spiceworks Help Desk

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Spiceworks Help Desk
10.0

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Spiceworks Help Desk
10.0

Add comparison