Oracle Fusion Service vs. Salesforce Field Service

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
Salesforce Field Service
Score 7.6 out of 10
N/A
Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.
$50
per month per user
Pricing
Oracle Fusion ServiceSalesforce Field Service
Editions & Modules
No answers on this topic
Contractor
$50
per month per user
Contractor Plus
$75
per month per user
Dispatcher
$165
per month per user
Technician
$165
per month per user
Offerings
Pricing Offerings
Oracle Fusion ServiceSalesforce Field Service
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Oracle Fusion ServiceSalesforce Field Service
Top Pros
Top Cons
Features
Oracle Fusion ServiceSalesforce Field Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Oracle Fusion Service
7.7
78 Ratings
2% below category average
Salesforce Field Service
-
Ratings
Organize and prioritize service tickets7.573 Ratings00 Ratings
Expert directory7.553 Ratings00 Ratings
Subscription-based notifications7.657 Ratings00 Ratings
ITSM collaboration and documentation6.750 Ratings00 Ratings
Ticket creation and submission8.774 Ratings00 Ratings
Ticket response8.074 Ratings00 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
Salesforce Field Service
-
Ratings
External knowledge base6.965 Ratings00 Ratings
Internal knowledge base7.774 Ratings00 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
Salesforce Field Service
-
Ratings
Customer portal7.569 Ratings00 Ratings
IVR7.635 Ratings00 Ratings
Social integration4.946 Ratings00 Ratings
Email support7.974 Ratings00 Ratings
Help Desk CRM integration8.654 Ratings00 Ratings
Best Alternatives
Oracle Fusion ServiceSalesforce Field Service
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Kickserv
Kickserv
Score 9.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Jotform
Jotform
Score 8.7 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Oracle Fusion ServiceSalesforce Field Service
Likelihood to Recommend
6.5
(89 ratings)
8.0
(5 ratings)
Likelihood to Renew
10.0
(9 ratings)
8.5
(2 ratings)
Usability
10.0
(5 ratings)
-
(0 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(7 ratings)
6.0
(1 ratings)
In-Person Training
9.0
(1 ratings)
-
(0 ratings)
Online Training
-
(0 ratings)
7.3
(1 ratings)
Implementation Rating
9.0
(4 ratings)
-
(0 ratings)
Configurability
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
5.9
(11 ratings)
-
(0 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Oracle Fusion ServiceSalesforce Field Service
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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Salesforce
ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs. Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.
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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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Salesforce
  • Great dispatcher service which helps the Field Service managers
  • Great view of the availability of the technicians
  • Ability to track real time any updates about the service appointment
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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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Salesforce
  • Click has a long way to go to improve functionality of its current features. It is buggy and slow, and does not sync correctly with scheduling.
  • Mobile users can only see one day at a time, making point-of-care scheduling cumbersome.
  • Tech support is only provided to end users by email.
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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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Salesforce
ClickSoftware is still being used. As far as I can tell it will be used tomorrow as well. Once you make the commitment to run with that as your scheduling engine, it would take a lot of effort to evaluate and implement another companies' solution without significant disruption to your service organization.
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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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Salesforce
No answers on this topic
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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Salesforce
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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Salesforce
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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Salesforce
We had to contact support a number of times related to bugs that our admin/dev teams were not able to troubleshoot. Unfortunately the Salesforce support was not super helpful, asking us to perform steps that we already completed and included in the original support ticket. Then the problems couldn't be reproduced so ultimately the tickets got closed without resolution. LWC support in the mobile app is severely lacking.
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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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Salesforce
No answers on this topic
Online Training
Oracle
No answers on this topic
Salesforce
Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
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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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Salesforce
No answers on this topic
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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Salesforce
I know of IFS but I do not think it is a worthy or close competitor to Salesforce Field Service lightning as its not that user friendly yet with a complicated interface. Also it does not have the name and respect and brand value that Salesforce commands in the market thereby making it easier for Business to approve.
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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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Salesforce
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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Salesforce
  • Field nurses are spending 4-5 (paid) hours a week trying to troubleshoot this software.
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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.

Salesforce Field Service Screenshots

Screenshot of Screenshot of Screenshot of