Oracle Service

Oracle Service
Formerly Oracle Service Cloud

Top Rated
Score 8.2 out of 10
Top Rated
Oracle Service

Overview

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...
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Recent Reviews

Rocking

6 out of 10
April 04, 2022
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
  • Email support (75)
    8.5
    85%
  • Ticket creation and submission (74)
    8.3
    83%
  • Ticket response (74)
    8.1
    81%
  • Internal knowledge base (75)
    8.1
    81%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

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

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Alternatives Pricing

What is Salesforce Service Cloud?

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social…

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage…

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Product Demos

Oracle CX for Service
01:16
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.1Avg 8.2

Self Help Community

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

8Avg 8.1

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.

8Avg 8.1
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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.


Oracle 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 Service Video

Oracle CX for Service

Oracle 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 Support Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Service.

Reviewers rate Help Desk CRM integration highest, with a score of 8.8.

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

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Reviews

(1-25 of 83)
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Adolfo Aguilar Sánchez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
Verified User
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.
April 04, 2022

Rocking

Score 6 out of 10
Vetted Review
Verified User
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.
Jorge Acevedo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 6 out of 10
Vetted Review
Verified User
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.
Praneeth Kuppa | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
April 15, 2021

Oracle Service review

Heena Karir | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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
Score 9 out of 10
Vetted Review
Verified User
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.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
[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.
Score 5 out of 10
Vetted Review
Verified User
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.
Ammar Aldaffaie | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Chris Edwards | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
October 07, 2019

Oracle Service Cloud

Score 7 out of 10
Vetted Review
Verified User
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.
Score 7 out of 10
Vetted Review
Verified User
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.
John Petit | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Score 4 out of 10
Vetted Review
Verified User
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.
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