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Compare Oracle Field Service and ServiceNow Customer Service Management 
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At a Glance
Market Segments
Enterprise (59.1% of reviews)
Enterprise (60.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Oracle Field Service
Star Rating
(24)4.0 out of 5
Market Segments
Enterprise (59.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Field ServiceServiceNow Customer Service Management
Star Rating
(236)4.4 out of 5
Market Segments
Enterprise (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementOracle Field Service vs ServiceNow Customer Service Management
When assessing the two solutions, reviewers found ServiceNow Customer Service Management easier to use and administer. Reviewers also felt that ServiceNow Customer Service Management was easier to do business with overall. However reviewers felt that the products are equally easy to set up.
- Reviewers felt that ServiceNow Customer Service Management meets the needs of their business better than Oracle Field Service.
- When comparing quality of ongoing product support, reviewers felt that ServiceNow Customer Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of ServiceNow Customer Service Management over Oracle Field Service.
Pricing
Entry-Level Pricing
Oracle Field Service
No pricing availableServiceNow Customer Service Management
No pricing availableFree Trial
Oracle Field Service
No trial information availableServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.1
20
8.7
161
Ease of Use
7.7
20
8.4
178
Ease of Setup
7.9
12
7.9
117
Ease of Admin
7.9
8
8.4
78
Quality of Support
7.8
18
8.3
143
Has the product been a good partner in doing business?
7.5
8
8.5
80
Product Direction (% positive)
7.1
20
9.2
146
Features by Category
Ticket and Case Management
Not enough data
9.0
61
|
Verified
Not enough data
8.9
61
|
Verified
Not enough data
8.7
61
|
Verified
Not enough data
8.3
58
Not enough data
8.7
60
|
Verified
Not enough data
8.4
59
|
Verified
Not enough data
8.9
58
|
Verified
Not enough data
8.7
58
|
Verified
Generative AI
Not enough data
7.2
33
Not enough data
7.0
32
Agentic AI - Help Desk
Not enough data
7.3
22
Not enough data
7.3
22
Not enough data
7.3
22
Communication Channels
Not enough data
8.6
60
|
Verified
Not enough data
8.7
60
|
Verified
Not enough data
8.0
53
|
Verified
Not enough data
7.4
52
|
Verified
Not enough data
7.7
50
|
Verified
Platform
Not enough data
7.3
54
|
Verified
Not enough data
8.2
61
|
Verified
Not enough data
8.6
60
|
Verified
Not enough data
8.2
59
|
Verified
Not enough data
8.6
60
|
Verified
Not enough data
8.6
61
|
Verified
Workforce Management
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
8.1
24
Not enough data
8.0
23
Not enough data
7.8
21
Administration
Not enough data
8.5
25
Not enough data
8.7
26
Not enough data
8.3
26
Not enough data
8.1
23
Not enough data
8.0
23
Conversational Platform
Not enough data
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.6
6
Support Automation
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
7.5
6
Not enough data
7.2
6
Generative AI
Not enough data
8.3
5
Not enough data
8.3
5
Customer Support
Not enough data
7.9
13
Not enough data
7.1
12
Not enough data
8.2
13
Automation
Not enough data
8.7
13
Not enough data
8.3
13
Not enough data
8.3
13
Artificial Intelligence
Not enough data
8.5
13
Not enough data
8.2
12
Not enough data
8.1
12
Generative AI
Not enough data
8.5
10
Not enough data
8.3
9
Not enough data
8.5
9
Communication
Not enough data
8.3
24
|
Verified
Not enough data
8.9
23
|
Verified
Not enough data
8.5
24
Not enough data
8.4
23
Not enough data
8.2
23
Internal Use
Not enough data
8.2
61
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
8.3
21
Not enough data
8.9
24
Not enough data
8.5
24
|
Verified
Not enough data
8.5
24
|
Verified
Generative AI
Not enough data
6.9
21
Self-Service Experience
Not enough data
7.9
43
Not enough data
7.8
39
Not enough data
7.4
39
Not enough data
6.4
38
Not enough data
7.7
40
Self-Service Platform
Not enough data
8.0
42
Not enough data
8.0
41
Not enough data
7.6
39
Not enough data
8.0
41
Agentic AI - Customer Self-Service
Not enough data
6.6
15
Not enough data
7.0
15
Not enough data
7.2
15
Not enough data
7.1
15
Not enough data
7.3
15
Not enough data
7.2
15
Not enough data
7.1
15
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
6.9(won by default)
7
Not enough data
9.0(won by default)
7
Not enough data
7.3(won by default)
5
Channels
Not enough data
9.4(won by default)
6
Not enough data
7.7(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
7.3(won by default)
5
Not enough data
7.5(won by default)
6
Insight
Not enough data
7.2(won by default)
6
Not enough data
6.9(won by default)
6
Not enough data
7.8(won by default)
6
Not enough data
8.3(won by default)
7
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.3
6
Not enough data
7.8
6
Not enough data
Before the Job
8.0
15
Not enough data
8.3
13
Not enough data
7.5
14
Not enough data
7.9
13
Not enough data
On the Job
7.6
14
Not enough data
8.6
13
Not enough data
7.3
15
Not enough data
7.6
14
Not enough data
9.0
7
Not enough data
After the Job
7.7
15
Not enough data
8.2
15
Not enough data
7.7
14
Not enough data
8.0
15
Not enough data
Agentic AI - Field Service Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Oracle Field Service and ServiceNow Customer Service Management share no categories
Unique Categories
Oracle Field Service is categorized as Field Service Management
ServiceNow Customer Service Management is categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Customer Self-Service, and Conversational Support
Reviews
Reviewers' Company Size
Oracle Field Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Telecommunications
18.2%
Information Technology and Services
18.2%
Publishing
4.5%
Pharmaceuticals
4.5%
Outsourcing/Offshoring
4.5%
Other
50.0%
Information Technology and Services
35.8%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.2%
Alternatives
Discussions
Oracle Field Service has no discussions with answers
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