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Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, and Freshdesk

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
Oracle Service Cloud (formerly RightNow)
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
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
8.5
Ease of Use
Ease of Use
7.7
8.0
8.8
Ease of Setup
Ease of Setup
6.8
7.5
8.6
Ease of Admin
Ease of Admin
7.3
8.0
8.7
Quality of Support
Quality of Support
7.2
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
5.8
7.8
8.6
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.5
Freshdesk
8.6
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Freshdesk
8.8
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.4
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.5
SLA Management
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
7.7
Freshdesk
8.4
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.6
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.3
Freshdesk
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.8
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.5
Freshdesk
8.8
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.2
Freshdesk
8.6
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.3
Freshdesk
8.4
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.5
Communication
Pop-up Chat
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.5
Freshdesk
9.0
Notifications
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.3
Freshdesk
8.8
Targeted Emails
Oracle Service Cloud (formerly RightNow)
8.7
Salesforce Service Cloud
8.5
Freshdesk
8.9
In-App Messaging
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Process
Mentions
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
Not enough data available
Tickets
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.6
Freshdesk
9.4
Macros
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
8.8
Collaboration
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.7
Freshdesk
9.1
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.4
Freshdesk
7.2
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.4
Freshdesk
8.5
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.5
Freshdesk
8.8
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.3
Freshdesk
8.8
Internal Use
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.0
Conversation Archiving
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.5
Freshdesk
Not enough data available
Lead Development
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.3
Freshdesk
Not enough data available
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.9
Team Inbox
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.6
Freshdesk
8.9
Customer Profiles
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.6
Channels
Phone
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.4
Freshdesk
8.8
Text
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Email
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.7
Freshdesk
9.3
Social
Oracle Service Cloud (formerly RightNow)
6.4
Salesforce Service Cloud
8.3
Freshdesk
8.9
Live Chat
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.4
Freshdesk
9.1
Insight
Surveys
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.3
Freshdesk
8.9
Reporting
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.8
Freshdesk
Not enough data available
Visitor Activity
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.5
Freshdesk
8.9
Help Desk
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.7
Freshdesk
9.2
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.2
Freshdesk
8.6
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.5
Freshdesk
9.0
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
7.9
Freshdesk
8.5
Social Integration
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
8.0
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.1
Freshdesk
8.2
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Freshdesk
8.2
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
7.9
Freshdesk
8.4
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.0
Salesforce Service Cloud
8.0
Freshdesk
8.3
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.5
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.4
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.7
Salesforce Service Cloud
8.1
Freshdesk
8.2
Reporting
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
7.8
Dashboards
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
Platform
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.3
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.7
Freshdesk
8.1
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.0
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Freshdesk
8.1
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.8
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.1%
24.8%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
32.9%
41.0%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
61.0%
34.3%
10.9%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
16.9%
Information Technology and Services
14.8%
Information Technology and Services
20.4%
 
Retail
14.4%
Computer Software
14.2%
Computer Software
14.0%
 
Computer Software
8.5%
Internet
8.0%
Internet
5.9%
 
Financial Services
5.9%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Pharmaceuticals
3.4%
Financial Services
3.4%
E-Learning
3.4%
 
Other
50.8%
Other
55.9%
Other
52.7%
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%
Salesforce Service Cloud
Information Technology and Services
14.8%
Computer Software
14.2%
Internet
8.0%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%

Reviews

Most Helpful Favorable Review
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...

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...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
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.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
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.

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
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud

Videos

 

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.

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.

Salesforce Service Cloud

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

Freshdesk
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