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Oracle Fusion Service

Oracle Fusion Service
Formerly Oracle Service Cloud

Overview

What is Oracle Fusion 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…

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Recent Reviews

OFSC - experience

5 out of 10
September 09, 2023
Incentivized
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …
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Rocking

6 out of 10
April 04, 2022
Incentivized
For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket creation and submission (74)
    8.7
    87%
  • Ticket response (74)
    8.0
    80%
  • Email support (74)
    7.9
    79%
  • Internal knowledge base (74)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

What is Oracle Fusion 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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7.3
Avg 7.7
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Product Details

What is Oracle Fusion 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.


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.

Oracle Fusion Service Video

Oracle CX for Service

Oracle Fusion Service Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry, Mobile Web
Supported LanguagesArabic, 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

Frequently Asked Questions

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.

Salesforce Service Cloud, Zendesk Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Fusion Service.

Reviewers rate Ticket creation and submission highest, with a score of 8.7.

The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(237)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
August 06, 2019

On cloud 9!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We uses Oracle Service Cloud for handling customer service, meaning that all emails and calls are logged in Service Cloud.
  • Great overview
  • Works well with Oracle CC&B
  • No great solution for handling CC recipients on the emails sent in to Service Cloud. You need a custom report in order to easily see if any recipients are CC'd.
It has a huge amount of functionalities but it's still manageable and it's possible to manage and develop in house.
Incident and problem management (4)
87.5%
8.8
Organize and prioritize service tickets
70%
7.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • We are able to standardize and optimize handling through buttons, workflows and standardtexts
Service Cloud seems more agile
Oracle Customer Care and Billing, Oracle Utilities Meter Data Management (MDM)
70
First level, second level and backoffice as well as mangement team
1
Knowledge of the business and users day to day tasks as well as Oracle Service Cloud functionality
  • Call logging
  • Email handling
  • Customer portal
  • We started using buttons, to simplify the way incidents are being transferred from one team to an other
  • We might be adding a chat bot or digital assistant of some sort
We are committed to using this system that we just started using a few years ago
Yes
Microsoft crm
  • Product Reputation
  • Vendor Reputation
no, I wasn't a part of the decision making process
That's a hard question, since I believe we made the right call. But we didn't just get Oracle Service Cloud, we also purchased Oracle Customer Care and Billing, so it was a factor that integrations between the two was possible.
  • Third-party professional services
We used Wipro to implement Oracle Service Cloud.
Yes

We started out with our design phase.

Then we had our UAT phase where we also made sure our system was approved in the market.

Then we went live and started adding customers.

Change management was a minor issue with the implementation

Our project manager and the rest of management was responsible for the change management.

Unfortunately the business wasn't included enough which has given a few bumps on the road. So an important lesson is, that when implementing a new system, it's key that the entire business and all of the management team is backing up.

  • It was change management related, due to lack of communication
I think we set a record for shortest time spend on implementing, and overall it went really well. What gave us the most challenges was the employees who hadn't been prepared well enough by their leaders, to understand that everything was not 100% done.
  • In-person training
  • Self-taught

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.

If you have an open mind, and have flair for IT I think it's okay, especially when you start to understand the background logics
I think there is so many options as to how you want to setup your service cloud. We have only scratched the surface, but we are getting smarter and more knowledgeable all the time. For us, the limitation has been, that we want as few customizations as possible, and almost three years in, we are still sticking to that. We only have a few customized functions - everything else is our of box functionality.

I think my absolute best advice is, to not focus on what you used to have, but what core functionality you need, and then configure based on that.

You tend to want to build exactly the same functionality as you used to. In stead you should focus on the basic need, and then look into the best way to handle that process. We found, that some of things the business wanted, wasn't needed, but they requested it, because that was how it was done in the old system. So always challenge the configuration requests.

Some - we have done small customizations to the interface
The few customizations was made by our implementer before we started using Service Cloud. We only have a few, like a custom field for an extra contact, related to the incident.
not at this point

I guess a 10 would be if everything was just perfect - or more than perfect - all the time.

I think we get the help we need, when we needed, but usually we are able to solve issues and challenges through our partner and implementer or through the Oracle Customer Connect forum.

Yes
It turned out, that it impacted all users, and Oracle then had to make a patch for it. That part took longer than what I could have hoped for, but they were very helpful in figurering out a way to work around the issue, which was rather small.

Through their technical webinars!

It's amazing, and it add's to my knowledge about Service Cloud. One of the latest was actually some of the things the technical support uses to find errors, so that's neat to be able to do, by yourself.

  • Replying to emails due to standard texts
  • Finding out who was cc'd in an email
Yes, but I don't use it
I think it's a great system with great functionality

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.

We have never had issues with downtime or it not being available.

Upgrades and maintenance also happens in weekends or at night.

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.
  • Our phone system
  • Oracle CC&B

Integration was performed by our implementing partner but it is in the lighter end of integrations.

Our phone system creates a call task when ever agents answer the phone, and all our customers in Oracle CC&B are sync'ed to Service Cloud where they can be used as contacts.

  • Not at this point
I don't know, but they have so far been really helpful
  • File import/export
nope
I think it was pretty easy, but I didn't have to make the integration. I only tested, and described what we wanted.
I think it would be, to be involved from early on, to learn as much as possible from the get go
Yes
It went perfect
  • Always get new functionality that inspires us to develope
  • Agent browser knowledge
Kristine Tannert | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Oracle Service Cloud is used in our organization mainly by the contact center (although other service providers, such as customer success managers) also use the standalone co-browse module to assist our customers. Service Cloud allows us to offer a chat channel to our customers and to measure the success and efficiency of this channel.
  • Captures a lot of data - the information helps management understand customer sentiment, peak hours, and agent behavior
  • Can be configured and customized heavily
  • The .NET desktop agent desktop is pretty clunky (installation issues, really outdated UI, performance issues if you do too much customization). I recommend you use the Browser User Interface instead for a more modern experience for your agents and admins (Oracle seems to be trying to add the entire feature set from the desktop version to the browser version of their agent-facing product, but it's not all there yet)
  • Oracle Support is difficult and cumbersome. You will have an uphill battle on your hands any time you need assistance (and since the product is so customizable and complex, you WILL need assistance!)
  • May be a bit of a repeat, but this is a complicated beast of a product. There are black boxes littered all over the place. And you can see the "seams" where they've stitched together applications they acquired. Some modules are very clean and intuitive while others are stuck in the dark ages. The onus will be on you as the customer to learn how to wield the application.
If you're wanting a multi-channel (chat, knowledge base/self service, ticketing) solution all from one product, and you have some dedicated resources or a lot you can spend on professional services, and if you prioritize data over the end-user and agent experience, this might be a reasonable product.
But if you just need a product that provides one or two new channels, I think there are other products that can do those jobs better.
Incident and problem management (4)
67.5%
6.8
Organize and prioritize service tickets
70%
7.0
ITSM collaboration and documentation
40%
4.0
Ticket creation and submission
80%
8.0
Ticket response
80%
8.0
Self Help Community (2)
65%
6.5
External knowledge base
80%
8.0
Internal knowledge base
50%
5.0
Multi-Channel Help (4)
35%
3.5
Customer portal
80%
8.0
Social integration
10%
1.0
Email support
10%
1.0
Help Desk CRM integration
40%
4.0
  • last year we rolled out a 2.0 version of a customer facing application and migrated our customers to it. The standalone cobrowse product from Oracle Service Cloud made this process significantly smoother
  • We hear from customers regularly that they appreciate having the ability to chat while they're inside our app.
  • In using the Feedback component during chat sessions, we're able to quantify customer sentiment and find where we can streamline processes and departmental handoffs.
  • We've had to spend a huge chunk of time and money on maintaining Oracle Service Cloud, not worth it compared to the value we get out of it as an organization. I spend close to 70% of my time handling it (surprise data purges, overzealous spam filtering, performance issues and crashes, Oracle releasing updates that break things like cobrowse within chat and click-once installation, even just grappling with Oracle Support can be a full time job) and since we only use chat and cobrowse, it's hardly worth it.
I didn't select Oracle Service Cloud. It was here before my time. But after a few years of working for it, I can honestly say I'd select standalone cobrowse for my org again - that's been a great tool. It's very lightweight for our users (both customers and "agents") - nothing to install, very intuitive. With chat and ticketing (we don't use the ticketing feature anymore, but we did use it for about a year and ended up rollling back after some pretty big roadbumps), I've seen products that do a better job (they might be lighter on reporting, but they struck the right balance between heavy duty data logging and user experience)
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.
Yes
No
After Oracle broke something major and I submitted an SR, I got pretty good support from a senior technician. Called me rather than just forcing me to login to their portal to update my ticket.
  • Standalone co-browse - it's consistently intuitive for end user, agent, and administrator
  • Basic reports - if you have some BI/report writing experience, you can easily figure this out (however the tool is OTBI so it's very limited) and it comes with a lot of canned reports that are easy to copy and customize
  • Editing workspaces (the UI where your agent will interact with a ticket, a chat, the knowledge base, etc) is so clunky.
  • The rules engine in the .NET desktop version is unforgiving . First, from a UI perspective it's just scary. I've seen the demo of the Rules 2.0 on the browser UI and it looks a lot better, but frankly, the bar was pretty low! Second, it has some squirrelly way of writing escalation rules that just makes no sense - we hired an Oracle Consulting expert to write those rules and she got stumped too. Also it has some missing features like ability to export... we and a lot of customers have pretty extensive rulebases, it's hard to view everything on the screen the way we need, so an export would be nice.
  • Setting up profiles and navigation sets (just to control user permissions and views) is a headache.
  • Managing spam and other filtering of emails (if you connect your email channel to Service Cloud) is awful - you have three or four places you have to check for filtered emails including a third party vendor portal. And there's not a lot of detail, and none of the various portals has an intuitive user experience. I had to ask Support several times how to do something simple like throttle down my spam filter.
  • Submitting tickets to Oracle Support - their own portal is slow, complex to navigate, and the dropdown options that I HAVE to fill in make no sense to me. Takes me at least 20 minutes just to fill in their form before I can write up my actual issue. And then I always have to specify that i did in fact read the article in the knowledge base or they will just send me a link to their crappy documentation.
  • Lots of little nooks and crannies, such as if you want to add a chat queue, you'd have to add the queue to a customizable list, then you'd have to add it to each profile (a group of users) so they can access it, and then you'd have to make sure it was written into your rulebase. It's easy to get lost.
  • Administering the product environments (upgrades, interfaces, mailboxes, utilities, etc)- some of this is done from the console, some is done from a portal called Configuration Assistant, some is done from their Support Portal, and I think there are a couple other portals I'm forgetting. None of them have single sign on, and heaven help you if you need to be on a PCI or HIPAA pod, because then there's even more complexity to logging into their various portals. So if I need to do something simple like check when the Techmail utility was last run, I go to portal A. Then if I see it's not running I have to go to Portal B to find out if it's enabled.
Yes, but I don't use it
April 10, 2018

Oracle rocks

Jeremy Pope | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Using service cloud to help track the customer experience with various data points. Service cloud has helped us develop a back-office servicing channel to move away from front line customer service representatives; savings us on overall efficiency as an organization as well as improving the customer experience.
  • Great reporting
  • Ease of use for user
  • Open APIs
  • More advanced reporting
Great with the knowledge base system; reporting is limited at times.
Incident and problem management (6)
58.33333333333333%
5.8
Organize and prioritize service tickets
70%
7.0
Expert directory
20%
2.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
70%
7.0
Ticket response
60%
6.0
Self Help Community (2)
75%
7.5
External knowledge base
80%
8.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
64%
6.4
Customer portal
70%
7.0
IVR
80%
8.0
Social integration
50%
5.0
Email support
50%
5.0
Help Desk CRM integration
70%
7.0
  • Reduced staffing need
  • Decrease customer delays (better cycle time)
  • Cross trained staff
Oracle Service Cloud is easier to use however reporting is clumpy.
500
Reporting, analysis and customer service
200
Customer service
  • Efficiency
  • Customer experience
  • Employee empowerment
Overall ease of use
Not Sure
Not sure
  • Price
  • Implemented in-house
Change management was a small part of the implementation and was well-handled
Prepare staff in advance.
  • Change
  • Education
  • Adoption
Ease of use for users
  • Customer satisfaction
  • Data analytics
  • Omnichanel
Overall satisfied with service and product
Mig Ponce | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Handles and prioritizes emails, chats, and incidents well.
  • Very extensive help documentation and support.
  • Well-organized considering its complexity.
  • Robust in handling different agent skill sets and permissions.
  • Various aspects of service integrate well (e.g. knowledge base and incident handling).
  • Frequent upgrades that are very thoroughly supported.
  • Very robust and customizable analytics..
  • I'd like to see agent skills switched to be agent-based rather than profile-based. (Supposedly this is coming in a future release). Under the current setup, agents are assigned to profiles in a many-to-one ratio. Each profile represents a combination of skills that the agent handles. This limits agent permissions to profiles... we can't just add "Skill X" or "Queue Y" to an agent without creating a unique profile for them. It would be much more scalable and agile to customize skills for each agent... that way, for instance, an agent could get trained on "Skill X" and then start getting emails from the "Skill X" queue while their untrained-for-X peers wouldn't.
  • Better tutorials for absolute beginners. (The tutorials are there; but I mean tutorials for absolute first-timers.)
  • Support is thorough, but for complicated issues it can sometimes take several rounds of back-and-forth.
  • Analytics are robust, but not intuitive, and absolutely require training.
  • RightNow does not currently have an easy way to integrate with some of the big WFM (workforce management) players in the space, without very extensive (and expensive) custom consulting work. Our phone vendor can do it for a few $k. But RightNow can't. This is an increasingly important trend and the lack of an API for this is a big weakness.
There are cheaper CRM solutions, but evaluate what your needs will be... if you are operating at a large scale, you'll need one of the large players like Oracle RightNow. And it is robust and effective and good for large-scale use. I really, really love using this system!

Other tips: definitely have someone be in charge of analytics, and then send them to the Analytics training course. Expect extra time (and cost) for integration or implementation, because things are always complicated at this scale. And when designing layouts and workspaces, consider foremost the agent experience. Ask the agents what they need and use, and work from there... rather than deciding what they need and then forcing it upon them. Find this out, address it, and then constantly re-evaluate against it.

As I've mentioned elsewhere, a big weakness is that it does not have an API to integrate with common WFM (workforce management) applications. If you're going to need this, this could be an issue. I've dinged it points for this.
  • It is essential for our large-scale customer service operation. It scales well based on load.
  • Provides us with accurate metrics to measure employee productivity and customer satisfaction.
The decision was made well before my time but I know that eGain was one of the others evaluated.

For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
500
Mainly customer service agents (including hundreds of seasonal agents). We also have product quality people looking at feedback, and analytics people examining statistics.
3
1) CRM administrator.
2) Analytics person.
3) It's REALLY helpful to have someone who can administer the portal and portal development.
  • Answering, routing, and prioritizing customer chats.
  • Answering, routing, and prioritizing customer emails.
  • Extensive knowledge base and help center capability.
  • I've used Custom Objects to build a feature that tracks operational incidents (external to RightNow), and how they impact RightNow incidents.
  • We are looking into sales/marketing features for the future.
It has its quirks, but works so well. Near-flawless uptime and scalability; thorough support; and extensive analytics. I'll be honest-- switching costs and historical reporting factor into why to keep a vendor rather than switch. But in the case of RightNow, I'm very happy with it and am not looking to switch. It's organized well and is a very thorough application. The company really takes interest in it clients, as well as in developing its product. But it really needs to address the lack of a WFM API!
Yes
It replaced Kana many years ago, when the nature of Kana's offering changed.
  • Price
  • Product Features
  • Product Reputation
  • Vendor Reputation
  • Implemented in-house
  • Professional services company
We've had Helix Solutions (who specializes in RightNow) do some work before. Other aspects of it, we've done in-house.
Yes
We integrated based on function: chat separate from email, for instance. It was pretty straightforward.
  • Every bit of it seemed to be more complex than anticipated, because of the interdependency of all the components. (Each part affected other parts.)
Be sure to allow more time (and potentially more cost) than you might originally anticipate! Especially if you are switching from another system and you are attempting to duplicate its setup.
Yes
We are a large-scale operation and need quick response.
Some of the more complicated inquiries can take some time; but in general, the support is very thorough. RightNow doesn't stop working on your issue until it's completely resolved. They have VERY extensive documentation for each version, as well as really thorough help documentation. REALLY thorough.
Yes
Some of the trickier inquiries take some time to resolve; but RightNow's system of escalation is very clear and easy to understand. They will keep working on an issue until it's resolved. I've never, ever had an inquiry or incident disappear.
Oracle is exceptional at escalating support to the proper party. Sometimes it can take some time for the really tricky inquiries; but their resolution rate is nearly 100%.
  • Agent account setup.
  • Business rules and routing.
  • Mailbox setup can be tricky.
  • Product/category setup and linking has some peculiarities that are essential to know.
  • Customer Portal (all the customer-facing end-user pages) is really tricky and cumbersome and is the most difficult part of maintaining RightNow.
Yes, but I don't use it
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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