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Compare KANA Enterprise, KnowledgeOwl, and Oracle Service Cloud (formerly RightNow)

Pricing

 
KnowledgeOwl Subscription
$49
month
 
Additional Knowledge Bases
$30
month
 
Additional Users
$20
month
 
Free Trial Unavailable
Free Trial Unavailable
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable
KnowledgeOwl
KnowledgeOwl Subscription
$49month
Additional Knowledge Bases
$30month
Additional Users
$20month
Free Trial Unavailable
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
9.0
8.1
Ease of Use
Ease of Use
8.3
9.0
7.7
Ease of Setup
Ease of Setup
6.4
8.9
6.8
Ease of Admin
Ease of Admin
6.7
8.9
7.3
Quality of Support
Quality of Support
7.5
9.6
7.2
Ease of Doing Business With
Ease of Doing Business With
6.7
9.6
7.3
Product Direction (% positive)
Product Direction (% positive)
6.8
9.3
5.8
Meets Requirements
KANA Enterprise
8.0
KnowledgeOwl
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Ease of Use
KANA Enterprise
8.3
KnowledgeOwl
9.0
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
KANA Enterprise
6.4
KnowledgeOwl
8.9
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
KANA Enterprise
6.7
KnowledgeOwl
8.9
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
KANA Enterprise
7.5
KnowledgeOwl
9.6
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
KANA Enterprise
6.7
KnowledgeOwl
9.6
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
KANA Enterprise
6.8
KnowledgeOwl
9.3
Oracle Service Cloud (formerly RightNow)
5.8

Features

Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
KnowledgeOwl
9.0
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
KANA Enterprise
Not enough data available
KnowledgeOwl
8.7
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.0
Interaction
Web Portals
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
KANA Enterprise
Not enough data available
KnowledgeOwl
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
30.4%
6.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
43.5%
32.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
26.1%
61.0%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
KnowledgeOwl
Small-Business
30.4%
Mid-Market
43.5%
Enterprise
26.1%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%

Reviewers' Industry

 
Information Technology and Services
18.8%
Computer Software
22.2%
Information Technology and Services
16.9%
 
Telecommunications
12.5%
Internet
8.3%
Retail
14.4%
 
Retail
12.5%
Information Technology and Services
8.3%
Computer Software
8.5%
 
Outsourcing/Offshoring
12.5%
Education Management
8.3%
Financial Services
5.9%
 
Insurance
12.5%
Non-Profit Organization Management
6.9%
Pharmaceuticals
3.4%
 
Other
31.3%
Other
45.8%
Other
50.8%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
KnowledgeOwl
Computer Software
22.2%
Internet
8.3%
Information Technology and Services
8.3%
Education Management
8.3%
Non-Profit Organization Management
6.9%
Other
45.8%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.9%
Retail
14.4%
Computer Software
8.5%
Financial Services
5.9%
Pharmaceuticals
3.4%
Other
50.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Shannon F.
User

I work as a freelancer and I do some work for Salsify, and I've found that Knowledge Owl is incredibly easy to use. Whether I'm uploading new article content, swapping out images, making revisions, etc., it's super user friendly. I like that I can use...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

 
KANA Enterprise
Most Helpful Favorable Review
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

KnowledgeOwl
Most Helpful Favorable Review
Shannon F.
User

I work as a freelancer and I do some work for Salsify, and I've found that Knowledge Owl is incredibly easy to use. Whether I'm uploading new article content, swapping out images, making revisions, etc., it's super user friendly. I like that I can use...

Most Helpful Critical Review
Rebecca C.
Administrator in Marketing and Advertising

I didn't like the process of having to add each person as a user rather than giving everyone in the org access. Our knowledgeowl subscription only allowed for a few subscriptions which meant that we were constantly adding and removing people to ensure that...

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Screenshots

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KANA Enterprise
No screenshots provided
Oracle Service Cloud (formerly RightNow)

Videos

 No videos providedNo videos provided

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

KANA Enterprise
No videos provided
KnowledgeOwl
No videos provided
Oracle Service Cloud (formerly RightNow)

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Downloads

 No downloads providedNo downloads provided
KANA Enterprise
No downloads provided
KnowledgeOwl
No downloads provided
Oracle Service Cloud (formerly RightNow)
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