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

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial Unavailable
Free Trial
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.5
8.1
Ease of Use
Ease of Use
8.3
8.0
7.7
Ease of Setup
Ease of Setup
6.4
7.5
6.8
Ease of Admin
Ease of Admin
6.7
8.0
7.3
Quality of Support
Quality of Support
7.5
8.1
7.2
Ease of Doing Business With
Ease of Doing Business With
6.7
8.4
7.3
Product Direction (% positive)
Product Direction (% positive)
6.8
7.8
5.8
Meets Requirements
KANA Enterprise
8.0
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Ease of Use
KANA Enterprise
8.3
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
KANA Enterprise
6.4
Salesforce Service Cloud
7.5
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
KANA Enterprise
6.7
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
KANA Enterprise
7.5
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
KANA Enterprise
6.7
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
KANA Enterprise
6.8
Salesforce Service Cloud
7.8
Oracle Service Cloud (formerly RightNow)
5.8

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
8.1
Response Automation
KANA Enterprise
7.7
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
8.6
SLA Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.4
Attachments/Screencasts
KANA Enterprise
8.0
Salesforce Service Cloud
7.7
Oracle Service Cloud (formerly RightNow)
8.2
Ticket Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
8.6
Ticket creation user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
8.8
Ticket response user experience
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.3
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
8.0
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.4
Notifications
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
8.3
Targeted Emails
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.7
In-App Messaging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Oracle Service Cloud (formerly RightNow)
8.1
Macros
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Oracle Service Cloud (formerly RightNow)
7.3
Interaction
Web Portals
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
8.1
Internal Use
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.1
Conversation Archiving
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.5
Lead Development
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
7.7
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
8.0
Team Inbox
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Oracle Service Cloud (formerly RightNow)
8.3
Customer Profiles
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Oracle Service Cloud (formerly RightNow)
8.1
Channels
Phone
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
7.1
Text
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.6
Oracle Service Cloud (formerly RightNow)
Not enough data available
Email
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Oracle Service Cloud (formerly RightNow)
7.8
Social
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
6.4
Live Chat
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
8.3
Insight
Surveys
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
8.1
Reporting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.8
Oracle Service Cloud (formerly RightNow)
8.8
Visitor Activity
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
7.4
Help Desk
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.7
Oracle Service Cloud (formerly RightNow)
7.7
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.5
Email to Case
KANA Enterprise
8.3
Salesforce Service Cloud
8.5
Oracle Service Cloud (formerly RightNow)
8.8
Chat/Live Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Oracle Service Cloud (formerly RightNow)
8.1
Social Integration
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
6.5
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
8.1
Customer and Contacts Database
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.3
Oracle Service Cloud (formerly RightNow)
7.9
Products and Version Tracking
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
7.7
Call Scripting
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Oracle Service Cloud (formerly RightNow)
7.9
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.9
Oracle Service Cloud (formerly RightNow)
8.6
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
9.0
Knowledge Base
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.6
Ideas/Feedback
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
8.0
Q&A
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
8.3
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.1
Oracle Service Cloud (formerly RightNow)
6.7
Reporting
KANA Enterprise
5.7
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.3
Dashboards
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.5
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.1
Mobile User Support
KANA Enterprise
Not enough data available
Salesforce Service Cloud
7.7
Oracle Service Cloud (formerly RightNow)
7.9
Customization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
8.1
User, Role, and Access Management
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.4
Oracle Service Cloud (formerly RightNow)
8.0
Internationalization
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
8.2
Performance & Reliability
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.2
Oracle Service Cloud (formerly RightNow)
7.9
Integration APIs
KANA Enterprise
Not enough data available
Salesforce Service Cloud
8.0
Oracle Service Cloud (formerly RightNow)
7.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
24.7%
6.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
40.9%
32.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
34.4%
61.0%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
40.9%
Enterprise
34.4%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.8%
Information Technology and Services
16.9%
 
Telecommunications
12.5%
Computer Software
14.2%
Retail
14.4%
 
Retail
12.5%
Internet
8.1%
Computer Software
8.5%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Financial Services
5.9%
 
Insurance
12.5%
Financial Services
3.4%
Pharmaceuticals
3.4%
 
Other
31.3%
Other
55.9%
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%
Salesforce Service Cloud
Information Technology and Services
14.8%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
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
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

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 Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

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
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
G2 User in Internet

API is one of the worst I have ever worked with. I have never seen an API throttled to the pathetic rate desk.com allows. Their documentation for single-sign-on is ATROCIOUS, and flat-out does not work in python. Their support is awful, particularly...

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
Salesforce Service Cloud
Oracle Service Cloud (formerly RightNow)

Videos

 No videos provided

Happy customers. Let’s make them happier with Service Cloud.

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
Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

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.

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