Hybrid Oracle Blend
Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the …
Oracle Service
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Oracle Service
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Popular Features
View all 13 featuresEmail support (76)
8.7
87%
Ticket creation and submission (75)
8.4
84%
Ticket response (75)
8.4
84%
Internal knowledge base (76)
8.3
83%
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Adolfo Aguilar Sánchez
System Operations & Management Lead
Kyndryl (Information Technology & Services, 10,001+ employees)Video Reviews
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What is Oracle Service?
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.
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- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
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What is Zendesk Support Suite?
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such…
Features Scorecard
Incident and problem management
8.3
83%
Self Help Community
8.3
83%
Multi-Channel Help
8.2
82%
Product Details
What is Oracle Service?
Oracle Service (formerly Oracle Service Cloud), part of the Oracle Advertising and Customer Experience suite, is a cloud-based, omnichannel solution that delivers relevant, connected customer experiences via personalized service interactions with a 360-degree view of the customer. With both B2C and B2B offerings, Oracle Service empowers businesses to offer customers various choices to engage across channels—anywhere, and any time—while balancing automation and intelligence with high-value customer engagement. Oracle Service's approach is driven by knowledge, automation, and evolving customer engagement channels, simplifying every service experience for agents and customers alike. By helping to differentiate an organization’s service experience, Oracle Service aims to deliver measurable business impacts across all industries.
The platform includes: Digital Customer Service, Service Center, Field Service, Knowledge Management, Customer Data Management, and Intelligent Advisor.
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Oracle CX for Service
Oracle Service Integrations
- Everything on the Oracle Marketplace (75+ apps)
Oracle Service Competitors
Oracle Service Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Languages | Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Greek, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukranian |
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Frequently Asked Questions
What is Oracle Service?
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.
What are Oracle Service's top competitors?
Salesforce Service Cloud, Zendesk Support Suite, and SAP CRM Service Manager are common alternatives for Oracle Service.
What is Oracle Service's best feature?
Reviewers rate Help Desk CRM integration highest, with a score of 8.9.
Who uses Oracle Service?
The most common users of Oracle Service are from Enterprises (1,001+ employees) and the Information Technology & Services industry.
Reviews and Ratings
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May 11, 2022
Hybrid Oracle Blend
Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the services delivered. After that, you compare in time to visualize not only the past, and present results, but most importantly how to improve them. This process takes time, as the more different data and new entries, the more areas to generally expand. This is being done by controlling and monitoring Oracle Service given information. This information requires some special capabilities, like storage cloud availability, and contingency plans to cover unexpected trends that might not be considered when recording an amount of information. Oracle Service is in simple words, the foundation of expanding services while being effectively accurate.
- Incorporate
- Founding
- Accessibility
- Controlling
- Monitoring
- Expanding
- Refine algorithm
- Unnecessary data
- Trivial expectations
Oracle Service has been running the data and information needed for keeping the services controlled and stabilized. It has also given the ability for other tools, services, and markets in general, the opportunity to bring dual collaboration.
Oracle cloud platform is used to manage our finances team's data and invoicing. It has created freedom of accessing and also storing information securely over the cloud. Their team uses it as a cloud-based sales tracking system and fulfillment along with PBCS for user management and access control to several different governance modules and reporting features.
- Can easily add or remove resources as needed.
- Allows database utilization
- Integration with other Oracle product solutions is straightforward and efficient
- Difficulty using the search features in SuiteAnswers, its a maze can't pinpoint the correct solution for specific questions.
- The need for more tutorials on how to use Oracle cloud platform.
- The dashboards should be easier to understand and manage.
Only the team in Finances can provide are more in-depth business experience with their business partners and vendors that utilizes the platform. From my perspective, I do not interact with client-facing partners to give an honest opinion on this question.
April 04, 2022
Rocking
For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to allow the customers to easily access end-user front-end pages.
- Incident management
- Workflow management
- Reporting
- Business rules
- Automated profile permission selection and copy function
- Improved user account security from accessing other account content
- Customer portal pages using latest Devops function
- Better automated migration support from one instance to another
This has assisted businesses in better managing end-user queries and reducing the number of tickets.
December 28, 2021
Why Oracle has to innovate
We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not covered for this ERP and we develop several forms and reports that we need in order to provide support to our C-level executives.
- Backup were on time always.
- Deployments were on time.
- Meeting were organized every time we need them.
- Escalation really works.
- Prices are changing every year with no notice for customers.
- Cloning and Refresh of environments are very limited compared with competitors.
- Support is very limited and not flexible as they should be.
- Support is given outside and communication is very difficult some times.
December 27, 2021
Great platform to manage Customers
Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a part of the Oracle CX Cloud service that captures 360-degree views from a customer's perspective. It helps in eliminating customer uncertainty and offers customization as well. Integrating the service is quite easy that enables the business to be up and running in less time hence, we have implemented Oracle service in our organization.
- Workflows
- User friendly User Interface
- Customization is possible
- Integration is easy.
- Easy creation and management of tasks,
- Little bit dull UI.
- Forecasting is not possible.
- Basic tool
- Lacks looks and feel at console level as well.
December 06, 2021
Oracle Service Cloud Easy of Use!
We used [it] in some [departments] and for our vendors.
- The Oracle Service Cloud can be expanded quickly to scale with the demands, PCI, and HIPPA compliance.
- US/ non US clouds
- Easy with full resources in different channels.
- Security and clarity.
- Data Management could be improved.
- SaaS delivery model to government agencies for USA/non-USA certification and [ownerships].
- Privacy needs key for all cloud services across USA and worldwide.
November 29, 2021
Delivers what it promises.
Oracle Service is used in our organization for experiencing features like Oracle Knowledge and Oracle Knowledge Advanced. It is used to access chat, telephone, email, and incident reporting. It has a customer portal for managing our customers' needs in many scenarios. The new interface enables performing omnichannel functions in my organization with ease.
- Chat & Email functionality is great.
- Knowledge base is large.
- User Assitance
- Integration of new popular chat mediums.
- Integration should be made easy.
October 21, 2021
Oracle Service - Provides 360 degree view
Oracle Service that was previously known as Oracle Service Cloud is a part of Oracle CX Cloud Suite that basically helps in capturing a complete view from every angle in a unified way. Based on the requirements from the client, we have implemented Oracle Service in our organization. It is basically a fully integrated, multichannel feedback solution at the enterprise level that helps to track and measure the criticality of a customer. It even provides customization possibilities and integration is quite easy.
- Designing of Reports.
- Chat
- The ability to search is powerful.
- Creation and management of tasks is very easy.
- Data Retrieval from the CRM is quite easy.
- Login at the console level is little slow.
- Graphics can be improved.
- Basic tool, lacks some features.
October 07, 2021
Not the right fit but good for others
We use Oracle Service for recording client interactions with our training staff. We facilitate trainings and then have follow-up intensive training following those trainings. We wanted to set up a platform to have the trainees record their progress with the material and submit the information to our consultant/trainee. So, we looked into Oracle Service to store the information and be a platform to host our clients.
- Customization
- Formatting
- Tech storage/Platform capabilities.
- On-boarding
- Usability
- Sign-up process.
August 24, 2021
A polyglot review of Oracle Service
Oracle Service is an omnichannel engagement center in the B2C space. My clients use Oracle Service for enhanced self-service by leveraging features like Oracle Knowledge and Oracle Knowledge Advanced. They also use it to enable features like chat, telephony, email, and incident management. Oracle B2C comes with a customer portal and a new browser-based agent interface that can perform omnichannel functions. It has also been integrated with the other CX products for having a better understanding of customers, facilitating a customer 360.
- Knowledgebase
- Chat
- Email
- Guided assistance
- Easy integration with telephony is needed.
- Integration into modern chat channels like WhatsApp and Line should be built-in out of the box.
July 29, 2021
Product with a lot to offer for CX-Service needs
As a consultant, I have implemented Oracle Service for different clients from different domains to fulfill their customer service requirements.
- Very extensive reporting feature
- BUI is very agent friendly and easy to use
- Customer Portal is customizable to a huge extent
- Business rules, extensions, configuration helps the user to customize application to any extent
- Readily available REST and SOAP API
- Customer portal is still working on old YUI
- SLAs need more improvement
- Customer portal standard search widget needs improvement
If Oracle Service is implemented with Oracle Knowledge advance, it offers a knowledge base in different languages. Oracle Knowledge Foundation is also good with the versioning features.
Our company is using Oracle Service Cloud as our enterprise customer engagement platform. We track all of our customer interactions through Oracle Service cloud from our contact center, web and social media. Oracle Service Cloud gives our customers a seamless experience getting answers to their questions and issues. Our internal users like using the platform as a "single pane of glass" for tracking and coordinating customer-facing issues. It saves us a lot of time from having to manage and login to multiple systems to keep track of everything as well.
- The live chat and social media options allow us to engage with customers in new ways.
- Cloud-based platform means we don't need to manage any on-premise assets
- Very intuitive interface.
- Can be cumbersome to setup and configure
- We have had some performance issues and lagging interface
- It is rather expensive
We have found that the natural language processing provided by Oracle Service Cloud makes customer's searches much more efficient and returns more meaningful results. We are starting to leverage machine learning with Oracle Service to identify our most frequently accessed content to make sure that it is continually updated. We have been very impressed with Oracle Service's knowledge management capabilities.
April 29, 2021
Oracle Service is simple to use and configure.
My company overhead is reduced thanks to Oracle Service. We value the opportunity to point and click and make even the most complex improvements quickly and easily. We no longer need a huge development team to get things done. To keep the application running, all that is needed is a small group of power users. Admins will make updates and iterate on them to make the best customer and agent experience possible. I like how easy the interface is to use, as well as all of the functionality and capabilities the software provides. It's all cloud-based. Also, it is relatively simple to introduce and configure.
- Oracle Service is an ideal platform for creating surveys and polling.
- Possibility for integration.
- Possibility for customization.
- A solid foundation of knowledge.
- Finding Clients is difficult.
- Uploading information can be problematic at a time.
- To fully use the functionality, user can need technical expertise.
To direct an agent through a difficult situation, advanced monitoring features and the ability to automatically build workspaces and workflows are available. We've designed hundreds of workspaces, and for the most part, they don't take long to look professional or act the way you want.
April 15, 2021
Oracle Service review
We are a service-based company. We configure and customize the Oracle Service cloud as per our client requirements.
We have used customized Service Cloud for Order Management, Hospitality, 311 solutions, Assessment Appeals, Hi-Tech Solutions, Transport and many more verticals
We have used customized Service Cloud for Order Management, Hospitality, 311 solutions, Assessment Appeals, Hi-Tech Solutions, Transport and many more verticals
- Case management
- 360 degree contact management
- Strong knowledge base
- Rules for custom object in service console
- Multiselect option in reports
- Field with data type as Currency
When customers can find solutions to their issues with minimal search and efforts, that add-ons to a happy customer experience.
It also reduces the number of tickets and burden on the support staff.
It also reduces the number of tickets and burden on the support staff.
April 15, 2021
Love it and want more of it!
We are using Service Cloud to track our install base and any kind of service calls needed within our install base. We have both software and hardware, as well as professional services, but we are tracing the two former and tracking entitlements via service cloud.
- Definitely does a great job of tracking entitlements.
- Very clearly can track the physical location of hardware.
- Very capable of tracking service calls, as well as billing opportunities from those calls.
- Better integration capabilities, bi-directionally, with ERP tools.
- Time entry is good, but it doesn't share well with PSA tools.
- UI can be cumbersome, especially when getting deep down into assets.
We have seen incredible results on the traceability side, so that we know which customers have versions that are ready for upgrades and which customers are getting ready to go off support. We have also seen great capabilities with regards to management of service cases.
[Oracle Service (formerly Oracle Service Cloud) allows for] one single platform with the power of customer service systems and contact center apps that facilitate web, social and customer contact center services in a single workspace so that the marketing and customer support teams doesn't need to invest in several other applications in order to be able to manage the support efforts.
- We can access the best-in-class features for cross-channel contact center management amd field service management.
- It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
- Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.
- The process of customizing the program and creating segments is complex and it takes some time to get used.
- Updating users when the sytem is scheduled for maintenance
- Users may need to have technical knowledge to use the features fully.
Supercharged the way we handle all customer support operations by offering specialized customer service functions that help us deal with social network support, self-service technical support and end-to-end customer management. Furthermore the marketing analytics give us an overview of how customers are interacting with our products and services and a way to determine the right marketing strategies for a specific market.
We mainly use Oracle CX service as a knowledge base to help in the support of the customers of our products. We've been using it for years, to store documents and how-to's that help us in assisting our customers (both installers and end users) of our wide range of consumer goods.
- Manage our set of how-to documents.
- Make this information available via the internet.
- The search capabilities.
- The management is difficult.
- The backend is chaotic.
- Too many options make it a complex tool to maintain.
The natural language processing of the Oracle Service Cloud is a big plus, it makes it much easier for our customers to find what they are looking for even if they don't use the right spelling of the sometimes very technical terms that are used in our domain. Since we're active in multiple countries the advanced language support is also a big help in bringing the information from our knowledgebase to all customers in any supported language.
December 04, 2020
Oracle Service Cloud is Excellent for a Call Center
We use the Oracle Service Cloud for tracking phone calls, transfer incidents between departments and for reporting. We also use it to provide knowledge to our customers as well as our agents by using Knowledge Advanced.
- The Oracle Service Cloud is very easy to customize to fit almost anyone needs
- The reporting UI is so powerful and you can do a lot using the report management tools
- Being able to make changes on the spot and roll them out to production in most cases are simple and take few minutes
- The rules within the workspace are very powerful and enable you to do almost anything
- You cannot assign a custom filed to another custom field value in rules
- The staff account cannot have more than 1 profile for chat routing
- You cannot use custom fields and customer objects in guided assistant
Yes
I am a member of the Salt Lake City Oracle Service Cloud User Group and Texas Oracle Service Cloud User Group.
The Oracle community is simply amazing, I get a lot of networking and see other users' use cases. I can meet other developers and learn more from the work they did.
The Oracle community is simply amazing, I get a lot of networking and see other users' use cases. I can meet other developers and learn more from the work they did.
November 29, 2020
A world-class customer engagement platform for all organizations.
Oracle CX Service [(formerly Oracle Service Cloud)] is an enterprise engagement platform that goes beyond solving customer issues in a contact center and takes the interactions with clients and stakeholders into another level allowing purposeful interactions. We use the platform in the whole of our organization where it allows to interact with our clients from a single hub irregardless of the means they are using whether through contact center, web or social media. It has helped us boost our interactions with clients and build our customer base due to its effectiveness and simplicity in usage.
- Its offers a social interaction platform that allows us to maintain contact and engagement within our various social media accounts and within our website.
- The process of adoption and deployment is instant and this ensures simplicity in its usage within our departments much to our benefit.
- Comes with self-service feature where our customers are able to obtain help and support on their own and this brings convenience and comfort to our clients.
- The pricing of the platform may not favor small users who may wish to expedite the usage of the platform in customer engagement.
- We have not had major challenges but a few of our staff had a steep learning curve in the initial stages of using the platform.
April 08, 2020
Moving from standard Oracle ERP to Oracle Service Cloud
We use Oracle Service Cloud for all of our customer interactions, field dispatch, and ordering. This allows our users to search quickly for information and gain valuable metric information via reporting. We also use the email functionality which is helpful for tracking interactions from start to finish.
- Searching
- Report customization
- Automation
- Better email (tech mail) customization options
- Better order management integration
- Different ways of associating contacts to multiple accounts
Yes
Oracle Cloud Connect allows me to gain user insight on how everyone else is using the product and help me determine new ways of using the product to gain valuable information. Other users share report information and ideas about how they make the product uxt work for their business.
- Partner-led
October 07, 2019
Oracle Service Cloud
It is used as a client portal to submit complains and questions. It supports self-service registration, knowledgebase, live chat, virtual assistance, feedback surveys, incident management. The UIs are responsive and mobile-friendly.
- UIs are responsive and mobile-friendly.
- The agent side is easy to understand and navigate.
- Building more OOTB functionalities that support other business needs around handling complains and incidents.
Yes
Siebel Hub
- In-house
October 07, 2019
Powerful Tool for the Experienced!
Many of the teams in our organization are working together to manage our Oracle Service Cloud. Our marketing, sales, social media, and customer support teams are working together to achieve the highest engagement, consumption, and retention of our customers. Not only has Oracle Service Cloud benefitted the success of our company's brand, but it has also increased the harmony of our employees to work together.
- Powerful Offering of Tools - CX management should not be a headache, and Oracle Service Cloud delivers this.
- Cross-Channel engagement of customers - Oracle Service Cloud allows us to easily interact with customers across multiple channels of communication.
- Fresh looking UI - Unlike many of Oracle's other products, Oracle Service Cloud has a refreshed look that isn't boring or tiring to look at.
- Since Oracle Service Cloud offers a fine-grain control for all of its features, there is a harsh learning curve for new users.
- Buggy start-ups - It doesn't happen every single time, but there will be an occasional glitch which would result in Oracle Service Cloud not booting up properly.
- Absence of documentation - It is difficult for users to find demonstrations, explanations, and additional information for all of the features offered by Oracle Service Cloud.
No
- In-house
September 10, 2019
Oracle provides an efficient and productive Cloud Service
Oracle Service Cloud is the platform we use throughout the company to manage our information and content exchange services with suppliers and customers. Oracle Service Cloud drives collaborative work among employees without technical complications. It makes it possible to share dynamic content, in addition to having a social media call center. Intelligent interaction adapts very well to the dynamic and collaborative work of our department.
- It has an easy-to-use interface with very useful interaction channels, such as chat, social networks, communities, video chat, IoT, etc.
- It is very easy to customize and configure both the agent desktop and the client portal.
- Oracle Service Cloud has the ability to quickly create efficient workspaces and workflows.
- Email support is one of the strengths of this platform.
- It generates the possibility of communicating with the client across all possible channels.
- It provides live chat, which works efficiently to communicate quickly and without complications.
- Not all communication channels work as expected.
- Its cost must be evaluated in relation to the functions it offers.
- Lack of specific knowledge in the use of this service.
No
August 26, 2019
Could use some improvements
OSC is being used by our sales, marketing, and customer service teams. The platform is being utilized as a CRM system as well as a ticketing system for customer service. As we implement OCC and CPQ into our new e-commerce site OSC will act as a data storage for our contacts and organizations. Our goal is to have OSC be the main system for emails and customer communications as well as a large database with important current and potential customers going forward.
- Holds and organizes companies and contacts within those companies for our sales and marketing team to access and store.
- Has an easy-to-use ticketing system to make improvements and report errors.
- Has the ability to become our main source for customer emails and a knowledge database that our customer service reps can use while on the phone or assisting a customer in a chat online.
- It is very difficult to create new reports or change workspaces. When you log in, the interface looks very dated and many of our employees find it difficult and eventually stop using it altogether
- No mobile application for our sales team to use. Because of this, they do not enter the quality of notes that we would like. Our sales team then views entering all of their meetings notes once they get back to their computer as a hassle and some stop using it.
- The email campaign is complicated and slow. We have stopped using it all together because it is difficult to use and requires so much setup. We have now found a free email site we can use that saves us time and headaches.
No
August 26, 2019
Oracle Service Cloud from Administrator's point of view
We use Oracle Service Cloud across the entire organization. We use it as a communication and knowledge platform for both internal and external customers.
- Easy integration with other products.
- Good access to documentation and support.
- Great customization possibilities.
- Workspace rules logging is lacking.
- It could use the availability of more fields in the Business Rules.
- Heavier reports tend to crash while loading, and often need to be run for shorter periods to get the data.
No