# Agentforce Service (formerly Salesforce Service Cloud) vs Oracle Service Cloud (formerly RightNow) Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Oracle Service Cloud. Users appreciate its intuitive interface and quick learning curve, allowing teams to manage customer tickets and live chats effectively with minimal training.
- **Users say** that Oracle Service Cloud offers robust customer service capabilities, particularly its comprehensive ticketing system and seamless integration with other products. However, some reviewers mention that it may not fully meet all their specific workflow needs, indicating potential configuration challenges.
- **According to verified reviews** , Agentforce Service shines in its ability to streamline field operations, with users highlighting its efficiency in scheduling and dispatching through a unified platform. This feature has made a significant impact on daily operations, making it easier for teams to manage tasks.
- **Reviewers mention** that while Oracle Service Cloud has a user-friendly interface, it faces challenges in setup and administration compared to Agentforce Service. Users have noted that the implementation process can be more complex, which may require additional time and resources.
- **G2 reviewers highlight** the quality of support provided by Agentforce Service, which is rated higher than that of Oracle Service Cloud. Users appreciate the responsive customer service and the helpful resources available, contributing to a smoother experience when issues arise.
- **Users report** that both products have strong features for ticket creation and response automation, but Agentforce Service's recent advancements in AI-driven support have set it apart. Reviewers have praised the transition to autonomous AI agents, which enhances the contextual relevance of responses, making customer interactions more efficient.



| | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 7,356 | 134 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Enterprise (57.7% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1705 reviews)
- Features (1497 reviews)

Cons:
- Complexity (912 reviews)
- Learning Curve (787 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 | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.3 (94 reviews) | 
  | **Ease of Use** | 8.4 (5480 reviews) | 7.9 (93 reviews) | 
  | **Ease of Setup** | 7.9 (4233 reviews) | 6.8 (66 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 7.3 (67 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 7.4 (87 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 7.5 (65 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 6.6 (90 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### 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 |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1218 reviews) ✓ Verified | 8.8 (31 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | 8.4 (31 reviews) ✓ Verified | 
| **Workflow** | 8.4 (1280 reviews) ✓ Verified | 8.2 (30 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (987 reviews) | 7.6 (29 reviews) | 
| **Attachments/Screencasts** | 7.9 (1171 reviews) ✓ Verified | 8.3 (29 reviews) | 
| **Ticket Collaboration** | 8.3 (1159 reviews) ✓ Verified | 8.8 (30 reviews) | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | 8.1 (27 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.7 (183 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (182 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (69 reviews) | Not enough data | 
| **Proactive Assistance** | 8.6 (73 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customer Portal** | 8.4 (1029 reviews) ✓ Verified | 8.6 (29 reviews) ✓ Verified | 
| **Email to Case** | 8.6 (1218 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.2 (866 reviews) | 8.3 (28 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (812 reviews) ✓ Verified | 7.0 (16 reviews) | 
| **Voice** | 8.1 (772 reviews) | 8.3 (19 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mobile User Support** | 7.8 (561 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (707 reviews) ✓ Verified | 8.0 (23 reviews) ✓ Verified | 
| **Integration** | 8.3 (652 reviews) ✓ Verified | 7.7 (20 reviews) ✓ Verified | 
| **Reporting** | 8.2 (1168 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1186 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 138 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **All-Employee Access** | 8.6 (206 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (209 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (207 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (207 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (200 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (205 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.6 (181 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (182 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Voice** | 7.5 (278 reviews) | Not enough data | 
| **Social** | 7.4 (271 reviews) | Not enough data | 
| **Web Chat** | 7.9 (277 reviews) | Not enough data | 
| **Mobile SMS** | 7.4 (268 reviews) | Not enough data | 
| **Email** | 8.8 (284 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text-to-Speech** | 7.1 (219 reviews) | Not enough data | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Session Routing** | 7.9 (272 reviews) | Not enough data | 
| **Session Queuing** | 8.0 (270 reviews) | Not enough data | 
| **Concurrent Calling** | 7.6 (260 reviews) | Not enough data | 
| **Speech Analytics** | 7.2 (257 reviews) | Not enough data | 
| **Auto Dialer** | 7.2 (258 reviews) | Not enough data | 
| **IVR** | 7.2 (262 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.7 (261 reviews) | Not enough data | 
| **Persistent Data** | 8.1 (264 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | 9.4 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 9.2 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Session Summary Notes** | 7.9 (259 reviews) | Not enough data | 
| **Administrator Access** | 8.5 (262 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.6 (262 reviews) | Not enough data | 
| **Session Recording** | 7.7 (251 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.7 (256 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (145 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (147 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (150 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (153 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Learning** | 7.7 (144 reviews) | Not enough data | 
| **Language** | 7.7 (141 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (141 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1017 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.8 (111 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (112 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (111 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Pop-up Chat** | 8.5 (314 reviews) ✓ Verified | 8.5 (30 reviews) ✓ Verified | 
| **Notifications** | 8.7 (333 reviews) ✓ Verified | 8.1 (30 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (280 reviews) ✓ Verified | 8.8 (22 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (282 reviews) ✓ Verified | 8.4 (15 reviews) ✓ Verified | 
| **Co-Browsing** | 7.9 (163 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customization ** | 8.4 (827 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.3 (299 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (291 reviews) ✓ Verified | 7.9 (16 reviews) | 
| **Knowledge Base** | 8.4 (323 reviews) ✓ Verified | 8.0 (32 reviews) ✓ Verified | 
| **Team Inbox ** | 8.5 (294 reviews) ✓ Verified | 8.4 (23 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (327 reviews) ✓ Verified | 8.1 (32 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.3 (43 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.0 (40 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 7.8 (24 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 7.7 (11 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 8.2 (14 reviews) | 
| **Macros** | 8.3 (227 reviews) | 8.0 (10 reviews) | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 8.2 (16 reviews) | 
| **Social** | 8.4 (250 reviews) | 7.4 (13 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 8.7 (13 reviews) | 
| **Phone** | 8.6 (234 reviews) | 7.8 (15 reviews) | 
| **Text** | 8.6 (216 reviews) | 8.8 (10 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 8.1 (14 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.7 (15 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | 7.9 (14 reviews) | 
| **Help Desk** | 8.7 (254 reviews) | 8.4 (15 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 8.0 (82 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (83 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

---
## Categories
**Shared Categories (5):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (9):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)



---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Small-Business** | 18.7% | 4.5% | 
| **Mid-Market** | 42.8% | 37.8% | 
| **Enterprise** | 38.5% | 57.7% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### 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 Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (444 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (747 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7727 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3878 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

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

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 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 (3751 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 (444 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3878 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7727 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### 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/agentforce-service-formerly-salesforce-service-cloud-vs-oracle-service-cloud-formerly-rightnow)