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At a Glance
Market Segments
Enterprise (57.7% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Oracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Salesforce Service Cloud
Star Rating
(7,166)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Oracle Service Cloud excels in Ticket Collaboration with a score of 8.8, indicating a seamless experience for teams working together on customer issues, while Salesforce Service Cloud scores slightly lower at 8.2, suggesting room for improvement in collaborative features.
- Reviewers mention that Oracle Service Cloud's Customer Health Scores feature, rated at 8.0, provides valuable insights into customer engagement, but Salesforce Service Cloud outshines with a higher score of 8.5, indicating a more robust capability in monitoring customer satisfaction and health.
- G2 users highlight the superior Response Automation in Oracle Service Cloud, which received a score of 8.7, allowing for efficient handling of customer inquiries, whereas Salesforce Service Cloud's score of 8.2 suggests it may not automate responses as effectively.
- Users on G2 appreciate Oracle Service Cloud's Database Management capabilities, scoring 8.8, which allows for effective handling of customer data, while Salesforce Service Cloud's score of 8.3 indicates it may not offer the same level of database efficiency.
- Reviewers say that Salesforce Service Cloud shines in Ease of Setup with a score of 7.9, making it more user-friendly for new implementations compared to Oracle Service Cloud's lower score of 6.8, which may pose challenges for initial setup.
- Users report that Salesforce Service Cloud's Quality of Support is rated at 8.3, reflecting a strong customer service experience, while Oracle Service Cloud's score of 7.4 suggests that users may encounter more difficulties in receiving timely support.
Pricing
Entry-Level Pricing
Oracle Service Cloud (formerly RightNow)
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Oracle Service Cloud (formerly RightNow)
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.3
94
8.6
2,754
Ease of Use
7.9
93
8.4
5,329
Ease of Setup
6.8
66
7.9
4,088
Ease of Admin
7.3
67
8.2
1,524
Quality of Support
7.4
87
8.3
2,535
Has the product been a good partner in doing business?
7.5
65
8.7
1,505
Product Direction (% positive)
6.6
90
8.2
2,715
Features by Category
Ticket and Case Management
8.8
31
|
Verified
8.5
1201
|
Verified
8.4
31
|
Verified
8.4
1199
|
Verified
8.2
30
|
Verified
8.3
1228
|
Verified
8.7
29
|
Verified
8.3
1151
|
Verified
7.6
29
8.1
977
8.3
29
7.9
1165
|
Verified
8.8
30
8.3
1147
|
Verified
8.1
27
|
Verified
8.5
1025
|
Verified
Generative AI
Not enough data
7.6
175
Not enough data
7.6
174
Agentic AI - Help Desk
Not enough data
8.0
50
Not enough data
8.2
52
Not enough data
8.1
52
Communication Channels
8.6
29
|
Verified
8.4
1018
|
Verified
8.9
29
|
Verified
8.6
1202
|
Verified
8.3
28
|
Verified
8.1
843
7.0
16
8.0
803
|
Verified
8.3
19
8.0
763
Platform
8.2
10
|
Verified
7.8
552
|
Verified
8.0
41
|
Verified
8.3
816
|
Verified
8.0
23
|
Verified
8.6
691
|
Verified
7.7
20
|
Verified
8.3
608
|
Verified
7.6
29
|
Verified
8.2
1143
|
Verified
7.6
29
|
Verified
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
8.5
30
|
Verified
8.5
309
|
Verified
8.1
30
|
Verified
8.6
328
|
Verified
8.8
22
|
Verified
8.4
274
|
Verified
8.4
15
|
Verified
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
8.0
41
|
Verified
8.3
816
|
Verified
8.7
29
|
Verified
8.3
295
|
Verified
7.9
16
8.5
287
|
Verified
8.0
32
|
Verified
8.4
317
|
Verified
8.4
23
|
Verified
8.5
288
|
Verified
8.1
32
|
Verified
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
8.3
43
8.6
591
8.0
40
8.3
578
7.8
24
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
7.7
11
8.6(won by 0.9)
242
8.2
14
8.6(won by 0.4)
262
8.0
10
8.3(won by 0.3)
223
Channels
8.2
16
8.8(won by 0.6)
271
7.4
13
8.4(won by 1.0)
246
8.7(won by 0.2)
13
8.5
229
7.8
15
8.6(won by 0.8)
230
8.8(won by 0.2)
10
8.6
212
Insight
8.1
14
8.6(won by 0.5)
228
8.7
15
8.8(won by 0.1)
263
7.9
14
8.5(won by 0.6)
202
8.4
15
8.7(won by 0.3)
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
Oracle Service Cloud (formerly RightNow) and Salesforce Service Cloud are categorized as Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Oracle Service Cloud (formerly RightNow) has no unique categories
Salesforce Service Cloud is categorized as Customer Service Automation, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Contact Center Workforce, Enterprise Feedback Management, and Contact Center
Reviews
Reviewers' Company Size
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
Retail
14.2%
Information Technology and Services
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
Alternatives
Discussions
Oracle Service Cloud (formerly RightNow) has no discussions with answers
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