# Dynamics 365 Customer Service vs Oracle Service Cloud (formerly RightNow) Comparison

| | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 32 | 134 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Enterprise (57.7% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### Oracle Service Cloud (formerly RightNow)

Pros:
- Ease of Use (2 reviews)
- Automation (1 reviews)

Cons:
- Bugs (1 reviews)
- Contact Management (1 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.3 (94 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 7.9 (93 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 6.8 (66 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 7.3 (67 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 7.4 (87 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 7.5 (65 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 6.6 (90 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Oracle Service Cloud (formerly RightNow)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 8.8 (31 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 8.4 (31 reviews) ✓ Verified | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.2 (30 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 7.6 (29 reviews) | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 8.3 (29 reviews) | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 8.8 (30 reviews) | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 8.1 (27 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 8.6 (29 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (10 reviews) | 8.9 (29 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 8.3 (28 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (10 reviews) | 7.0 (16 reviews) | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | 8.3 (19 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 8.2 (10 reviews) ✓ Verified | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 8.0 (23 reviews) ✓ Verified | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 7.7 (20 reviews) ✓ Verified | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (30 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.1 (30 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.8 (22 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.4 (15 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 7.9 (16 reviews) | 
| **Knowledge Base** | Not enough data | 8.0 (32 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.4 (23 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.1 (32 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.3 (43 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.0 (40 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 7.8 (24 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | Not enough data | 
| **Personalization** | 7.8 (6 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | Not enough data | 
| **Automation** | 9.4 (6 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.3 (7 reviews) | Not enough data | 
| **Integrations** | 8.6 (6 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mentions** | Not enough data | 7.7 (11 reviews) | 
| **Tickets** | Not enough data | 8.2 (14 reviews) | 
| **Macros** | Not enough data | 8.0 (10 reviews) | 

#### Channels

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Email** | Not enough data | 8.2 (16 reviews) | 
| **Social** | Not enough data | 7.4 (13 reviews) | 
| **Live Chat** | Not enough data | 8.7 (13 reviews) | 
| **Phone** | Not enough data | 7.8 (15 reviews) | 
| **Text** | Not enough data | 8.8 (10 reviews) | 

#### Insight

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (14 reviews) | 
| **Reporting** | Not enough data | 8.7 (15 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (14 reviews) | 
| **Help Desk** | Not enough data | 8.4 (15 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


**Unique to Oracle Service Cloud (formerly RightNow) (1):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Small-Business** | 14.3% | 4.5% | 
| **Mid-Market** | 53.6% | 37.8% | 
| **Enterprise** | 32.1% | 57.7% | 

### By Industry

#### Dynamics 365 Customer Service

- **Information Technology and Services:** 14.8%
- **Telecommunications:** 11.1%
- **Computer Software:** 11.1%
- **Banking:** 7.4%
- **Accounting:** 3.7%
- **Consumer Electronics:** 3.7%
- **Consumer Services:** 3.7%
- **Financial Services:** 3.7%
- **Fine Art:** 3.7%
- **Food Production:** 3.7%
- **Other:** 33.3%

#### Oracle Service Cloud (formerly RightNow)

- **Information Technology and Services:** 14.2%
- **Retail:** 14.2%
- **Computer Software:** 7.1%
- **Financial Services:** 4.4%
- **Education Management:** 3.5%
- **Banking:** 3.5%
- **Computer Networking:** 3.5%
- **Utilities:** 2.7%
- **Telecommunications:** 2.7%
- **Automotive:** 2.7%
- **Other:** 41.6%

---
## Alternatives

### Alternatives to Dynamics 365 Customer Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (468 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7773 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)

### Alternatives to Oracle Service Cloud (formerly RightNow)

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (468 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7773 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Oracle Service Cloud (formerly RightNow)

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-oracle-service-cloud-formerly-rightnow)