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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

(1-1 of 1)
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
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