Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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 …
Continue reading
Read all reviews

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

View all pros & cons
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

7 people also want pricing

Alternatives Pricing

What is Intercom?

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…

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. It offers customer segmentation, automation, built-in CRM, and an…

Return to navigation

Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7
Avg 8.0

Self Help Community

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

7.3
Avg 7.9

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 7.9
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(237)

Attribute Ratings

Reviews

(1-25 of 89)
Companies can't remove reviews or game the system. Here's why
September 09, 2023

OFSC - experience

Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • Call Scheduling
  • Route optimization
  • Good user interface
  • OFSC apps needs improvements
  • Difficult to do customization for organization need
  • Too many frequent changes
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
April 04, 2022

Rocking

Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Jorge Acevedo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Brian Tesfazghi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Dev Aditya | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Ammar Aldaffaie | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Chris Edwards | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
October 07, 2019

Oracle Service Cloud

Score 7 out of 10
Vetted Review
Verified User
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
John Petit | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Return to navigation