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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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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.
Score 8 out of 10
Vetted Review
Verified User
  • The Knowledgebase searching capabilities were much better than the previous system we used. In addition to searching the body of the answer, it will also search the first several hundred unique words of the attachments.
  • The software is very flexible. Almost everything is customizable.
  • You can get very detailed reports concerning which answers and attachments are looked at, and by which customers, each month. This data is only kept for 30 days, but you can setup rules to automatically export the reports to files that can be emailed.
  • Customers can "subscribe" to get notified if a specific answer gets updated, or anything in a particular category is created or updated. When you update an answer, you can decide if you want to generate a notification to subscribed customers. For example, if you are just changing the grammar, you won't want a notification to go out.
  • You can easily add links to other answers within your answer. This prevents you from having to duplicate information in various related answers.
  • The Knowledgebase has a feature where it will suggest other related answers for you to look at. The problem is that there is no way to limit the suggestions to the category you are currently in. For instance, if the customer is looking at notebook computer answers, the system will suggest answers in a server or modem category. This caused a problem for us because when customers were looking at answers related to a current product, RightNow would recommend answers that were associated with legacy products we no longer sold and thus didn't want to advertise. Because we could not limit suggested answers to the same category, even after consulting with RightNow experts, we had to turn this feature off.
  • RightNow has a lot of great reports that show answer statistics -- how many times each answer has been viewed each day/week/month, etc (however you configure the report). However, they don't have a way to add an IP address range to ignore, or a company name to ignore, so that you can filter out internal company views. We wanted to know how many customers viewed answers vs seeing reports that lumped our support personnel statistics in with customer statistics.
  • RightNow doesn't automatically filter out SPAM IP addresses in their reports or access counts. We suddenly noticed that the numbers on our statistical reports had increased from previous months. When I explored the huge increase with RightNow, I found out that known spammers had been hitting our site. Rather than RightNow filtering out the IPs at a corporate level, each customer has to monitor for spamming hits and individually enter in the IP addresses into their configuration software to get them excluded. We were frustrated because this requirement/process was not communicated to us when we started using the software. Thus, we had a couple months of useless statistical data (RightNow was unable to go back and filter the spammer data from our reports. However, they did give us a credit on our monthly usage).
  • As an administrator of our Knowledgebase, I wanted to be notified whenever anybody edited an answer, vs just getting a notice when a new answer was created. RightNow support engineers told me this was not possible, so I had to manually scan reports a couple of times a month to see which answers changed. I wish there had been a way to get an automatic notification the same day an answer was changed so that I could review it in a timely manner.
What is the start-up process like? RightNow recommended that we work with a consultant to get our initial training and configuration advice to save money. Later we purchased a few hours with a RightNow expert concerning some of our configuration challenges. I wish we had worked with RightNow experts vs the consultants from the beginning as they were much more Knowledgable.
  • Our customer service was greatly increased once we switched to the RighNow Knowledgebase because it was easier for customers to find needed information. The ability to search attachments contributed to the search improvements.
  • Because each answer has an ID associated with it, we could tell a customer to just search for answer ###. In our old system, we had to tell customer to look for specific key words, and if they mis-typed something that would effect the search results.
  • The Knowledgebase comes with a mobile app. This made it easier for our support engineers to assist customers while they were away from the office.
One of OLDI's partners, Rockwell Automation, uses RightNow for their Knowledgebase. Since the two companies share many of the same customers, it made sense to explore Rockwell Automation's solution.
5
Support engineers created and edited answers, and referenced them when assisting customers.

Other employees (developers and IT) did the back-end customization and maintenance.
2
Most of the system can be customized by changing menu selections. Anybody with the ability to grasp the software capabilities, and work with RightNow support to determine which settings to change, can do this.

Some of the back-end things needed to be changed by a developer who could do coding.
  • Customer support -- provide answers to common questions about our products, so that customers could search the Knowlebase vs opening a ticket with support
  • Assisting support engineers -- often our engineers would search the Knowledgebase when assisting customers
  • Promoting products -- OLDI's website lines to product brochures and instructional videos that are included in the Knowledgebase
  • Storing firmware/software updates -- when OLDI updates software or firmware, the updates are included in Knowledgebase answers so that customers can easily access them. A link to the answer can be easily sent to a customer.
  • Product brochures used to be stored both on the company website and in the Knowledgebase. Now, the company's website simply links to the appropriate Knowledgebase answer.
  • In the future they might explore implementing the Chat capability.
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.
Yes
We replaced our old Knowledgebase because it's searching capabilities were limited.
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
  • Third-party Reviews
The software worked!! Before switching to RightNow we had tried to switch to a different Knowledgebase. However, it had so many bugs that we could not consistently create a simple Knowledgebase answer with URLS, some bolding, and some bullets. Thus, we had to abandon the project. Before committing to RightNow's Knowledgebase, RightNow gave us a "sandbox" to play in so that we could verify the software worked as expected.
If we had initially insisted on "trying before buying" we would not have wasted time with the first vendor we selected (and then abandoned).
  • Implemented in-house
No
Change management was minimal
  • The company RightNow recommended we hire to provide us training and setup advice was not very knowledgable. After I leaned the product I realized that much of the advice they gave us was incorrect. Also, there were many things they should have told us to do that they didn't. For example, they knew that searching attachments was important to us, but they didn't tell us that this searching was not automatic. There was a hidden checkbox we had to check for each attachment we wanted searched. It was time-consuming to go back and check the boxes after-the-fact (once we realized our attachments weren't being searched).
  • If I were to do it again, I would pay the extra money to hire RightNow consultants vs an external company during the implementation.
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.
No
Did not know it was an option
Unless your site is down, and the ticket is thus marked critical, it takes 24 WORKING hours to get an initial response, which equals 3 days. If I had a window of time to work on a configuration issue, it was frustrating to have to table my work for 3 or more days while waiting for a response. I had not expected the "24 hour" SLA to mean "24 working hours."

Once we finally connected with RightNow staff, they were very knowledgeable
No
Although it was a cumbersome process, we were finally able to purchase several hours of time with a RightNow application engineer. HE WAS EXCELLENT and showed me ways to achieve things we needed that support had told me I could not do. For instance, since we could not filter out our company employees from the report statistics, he showed me how to implement ClickStreams reports, and this helped solve our needs. Prior to this, we had no knowledge of this option. The consultant we worked with during our initial setup had not mentioned it. Neither had RightNow support, but to support's credit, they were just answering the specific questions I was asking.
Score 6 out of 10
Vetted Review
Reseller
  • Customer Centric User Interface
  • Multi-Channel Capabilities
  • Knowledge Base is excellent
  • Oracle is not investing in the product
  • Increase the sales capabilities of the product
  • Create better integrations into the Oracle products
RightNow is a very good product. It's not technically SaaS though they claim it to be. If they change the .net framework, and Oracle invests more into the functionality moving forward, I would recommend it higher. If Oracle Legal were easier to do business with, I would recommend it higher. However, if you're only looking for a powerful, but lightweight Knowledge Base, it's a very good solution.
  • Increased employee efficiency
  • Better Customer Service
Sales and Customer Service, Admin.
  • Customer service improvement
  • Self-service
  • Increased efficiency
RightNow was a great company and product. When they were purchased by Oracle, that all changed. Higher prices, no new functionality, and worse customer support.
Yes
  • Price
  • Product Features
  • Product Usability
Yes
It's an arduous process to get a support ticket created and any and all updates.
No.
It's a very customer friendly.
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