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Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, and Oracle CRM On Demand

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
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
Oracle CRM On Demand
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
7.1
Ease of Use
Ease of Use
7.7
8.0
6.6
Ease of Setup
Ease of Setup
6.8
7.5
6.3
Ease of Admin
Ease of Admin
7.3
8.0
6.7
Quality of Support
Quality of Support
7.2
8.1
6.3
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
6.7
Product Direction (% positive)
Product Direction (% positive)
5.8
7.8
3.7
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Oracle CRM On Demand
7.1
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Oracle CRM On Demand
6.6
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.5
Oracle CRM On Demand
6.3
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Oracle CRM On Demand
6.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Oracle CRM On Demand
6.3
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Oracle CRM On Demand
6.7
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Salesforce Service Cloud
7.8
Oracle CRM On Demand
3.7

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.1%
24.7%
4.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
32.9%
41.1%
37.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
61.0%
34.2%
58.1%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
41.1%
Enterprise
34.2%
Oracle CRM On Demand
Small-Business
4.7%
Mid-Market
37.2%
Enterprise
58.1%

Reviewers' Industry

 
Information Technology and Services
16.9%
Information Technology and Services
14.8%
Information Technology and Services
12.0%
 
Retail
14.4%
Computer Software
14.2%
Computer Software
12.0%
 
Computer Software
8.5%
Internet
8.1%
Management Consulting
6.0%
 
Financial Services
5.9%
Hospital & Health Care
3.6%
Higher Education
6.0%
 
Pharmaceuticals
3.4%
Financial Services
3.4%
Computer & Network Security
6.0%
 
Other
50.8%
Other
55.9%
Other
58.0%
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
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
Oracle CRM On Demand
Information Technology and Services
12.0%
Computer Software
12.0%
Management Consulting
6.0%
Higher Education
6.0%
Computer & Network Security
6.0%
Other
58.0%

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...

Mary H.
Administrator in Building Materials

Ease of customization in most areas, intergration with outside websites is pretty easy to configure, reporting module is pretty easy to use as far as pointing and clicking to select fields needed. Easy to set up different access for different roles and I...

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.

Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Kevin D.
Administrator in Computer Software

UI is old and crusty. Salesforce.com is setting the bar and OCRMOD is not rising up to the competition. Fixed number of custom objects over inflates their value. No place to load any kind of script (outside of direct javascript injections) to accomplish...

 
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
Henry K.
Administrator in E-Learning

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

Oracle CRM On Demand
Most Helpful Favorable Review
Mary H.
Administrator in Building Materials

Ease of customization in most areas, intergration with outside websites is pretty easy to configure, reporting module is pretty easy to use as far as pointing and clicking to select fields needed. Easy to set up different access for different roles and I...

Most Helpful Critical Review
Kevin D.
Administrator in Computer Software

UI is old and crusty. Salesforce.com is setting the bar and OCRMOD is not rising up to the competition. Fixed number of custom objects over inflates their value. No place to load any kind of script (outside of direct javascript injections) to accomplish...

Screenshots

 
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Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud
Oracle CRM On Demand

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.

No videos provided
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.

Oracle CRM On Demand
No videos provided
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