# Oracle Service Cloud (formerly RightNow) vs SAP Service Cloud Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SAP Service Cloud excels in overall user satisfaction, boasting a higher G2 Score compared to Oracle Service Cloud. Users appreciate its **case management workflows** that streamline query resolution, making it a preferred choice for efficient customer service.
- **Users say** that Oracle Service Cloud offers a robust ticketing system and seamless integration with other products, which enhances its customer service capabilities. However, some find it lacks certain features needed for comprehensive support management, indicating room for improvement.
- **Reviewers mention** that SAP Service Cloud provides a more intuitive user experience, reflected in its higher ratings for ease of use and setup. Many users highlight how the system allows them to view all customer messages in one place, significantly speeding up their response times.
- **According to verified reviews** , Oracle Service Cloud is praised for its user-friendly interface, which makes daily operations manageable. However, the lack of recent reviews suggests that it may not be keeping pace with evolving user needs compared to SAP Service Cloud, which has received a steady stream of feedback.
- **Users highlight** that SAP Service Cloud's integration of intelligence into ticketing processes is a game-changer, providing critical information at a glance. This feature is particularly beneficial during urgent situations, showcasing its effectiveness in high-pressure environments.
- **Reviewers note** that while Oracle Service Cloud has strong capabilities in certain areas, such as ticket collaboration and customer portal features, it struggles with overall market presence and user engagement, as evidenced by its lower total number of reviews compared to SAP Service Cloud.



| | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Star Rating** | 3.9 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 134 | 262 | 
| **Largest Market Segment** | Enterprise (57.7% of reviews) | Mid-Market (39.6% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Oracle Service Cloud (formerly RightNow)

Pros:
- Ease of Use (2 reviews)
- Automation (1 reviews)

Cons:
- Bugs (1 reviews)
- Contact Management (1 reviews)

### SAP Service Cloud

Pros:
- Ease of Use (25 reviews)
- Features (22 reviews)

Cons:
- Complexity (24 reviews)
- Learning Curve (21 reviews)

---
## Ratings Comparison
| Rating | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
  | **Meets Requirements** | 8.3 (94 reviews) | 8.8 (220 reviews) | 
  | **Ease of Use** | 7.9 (93 reviews) | 8.6 (229 reviews) | 
  | **Ease of Setup** | 6.8 (66 reviews) | 8.1 (146 reviews) | 
  | **Ease of Admin** | 7.3 (67 reviews) | 8.3 (70 reviews) | 
  | **Quality of Support** | 7.4 (87 reviews) | 8.8 (216 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.5 (65 reviews) | 8.8 (68 reviews) | 
  | **Product Direction (% positive)** | 6.6 (90 reviews) | 9.4 (222 reviews) | 

---
## Pricing

### Oracle Service Cloud (formerly RightNow)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SAP Service Cloud

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |
| **SAP Service Cloud** | 8.7/10 | 138 |

#### Ticket and Case Management

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (31 reviews) ✓ Verified | 8.9 (98 reviews) | 
| **Ticket response user experience** | 8.4 (31 reviews) ✓ Verified | 8.8 (99 reviews) | 
| **Workflow** | 8.2 (30 reviews) ✓ Verified | 8.7 (104 reviews) | 
| **Response Automation** | 8.7 (29 reviews) ✓ Verified | 8.5 (94 reviews) | 
| **SLA Management** | 7.6 (29 reviews) | 8.6 (91 reviews) | 
| **Attachments/Screencasts** | 8.3 (29 reviews) | 8.6 (89 reviews) | 
| **Ticket Collaboration** | 8.8 (30 reviews) | 8.8 (91 reviews) | 
| **Customer and Contacts Database** | 8.1 (27 reviews) ✓ Verified | 8.8 (98 reviews) | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (34 reviews) | 
| **AI Text Summarization** | Not enough data | 8.5 (34 reviews) | 

#### Agentic AI - Help Desk

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.8 (22 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.7 (22 reviews) | 
| **Proactive Assistance** | Not enough data | 8.9 (22 reviews) | 

#### Communication Channels

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Customer Portal** | 8.6 (29 reviews) ✓ Verified | 9.0 (90 reviews) | 
| **Email to Case** | 8.9 (29 reviews) ✓ Verified | 8.7 (93 reviews) | 
| **Chat/Live Support** | 8.3 (28 reviews) ✓ Verified | 8.7 (93 reviews) | 
| **Social Integration** | 7.0 (16 reviews) | 8.5 (85 reviews) | 
| **Voice** | 8.3 (19 reviews) | 8.3 (88 reviews) | 

#### Platform

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Mobile User Support** | 8.2 (10 reviews) ✓ Verified | 8.3 (91 reviews) | 
| **Customization ** | 8.0 (41 reviews) ✓ Verified | 8.2 (96 reviews) | 
| **User, Role, and Access Management** | 8.0 (23 reviews) ✓ Verified | 8.9 (90 reviews) | 
| **Integration** | 7.7 (20 reviews) ✓ Verified | 8.6 (94 reviews) | 
| **Reporting** | 7.6 (29 reviews) ✓ Verified | 8.7 (91 reviews) | 
| **Dashboards** | 7.6 (29 reviews) ✓ Verified | 8.9 (91 reviews) | 

### Conversational Support

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

#### Conversational Platform

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Personalization** | Not enough data | 8.5 (66 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (60 reviews) | 
| **Contextual Engagement** | Not enough data | 8.7 (60 reviews) | 
| **Proactive Engagement** | Not enough data | 8.6 (62 reviews) | 

#### Support Automation

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.5 (62 reviews) | 
| **Seamless Escalation** | Not enough data | 8.9 (60 reviews) | 
| **Transcripts** | Not enough data | 8.8 (60 reviews) | 
| **Self-Serve Support** | Not enough data | 8.7 (64 reviews) | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (17 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (17 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |
| **SAP Service Cloud** | N/A | N/A |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Pop-up Chat** | 8.5 (30 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.1 (30 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.8 (22 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.4 (15 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Customization ** | 8.0 (41 reviews) ✓ Verified | 8.2 (96 reviews) | 
| **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 7.9 (16 reviews) | Not enough data | 
| **Knowledge Base** | 8.0 (32 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.4 (23 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.1 (32 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |
| **SAP Service Cloud** | 8.6/10 | 122 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 8.6 (26 reviews) | 

#### Self-Service Experience

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Knowledge Base** | 8.3 (43 reviews) | 8.7 (98 reviews) | 
| **Searchable Articles** | 8.0 (40 reviews) | 8.6 (95 reviews) | 
| **Community Forums** | 7.8 (24 reviews) | 8.5 (95 reviews) | 
| **Mobile Optimization** | Not enough data | 8.3 (93 reviews) | 
| **Personalization** | Not enough data | 8.4 (101 reviews) | 

#### Self-Service Platform

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Branding** | Not enough data | 8.6 (98 reviews) | 
| **Automation** | Not enough data | 8.7 (101 reviews) | 
| **Artificial Intelligence** | Not enough data | 8.4 (97 reviews) | 
| **Integrations** | Not enough data | 8.4 (98 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (10 reviews) | 
| **Multi-step Planning** | Not enough data | 9.0 (10 reviews) | 
| **Cross-system Integration** | Not enough data | 8.8 (10 reviews) | 
| **Adaptive Learning** | Not enough data | 9.2 (10 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.2 (10 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (10 reviews) | 
| **Decision Making** | Not enough data | 8.8 (10 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |
| **SAP Service Cloud** | N/A | N/A |

#### Generative AI

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

#### Process

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Mentions** | 7.7 (11 reviews) | Not enough data | 
| **Tickets** | 8.2 (14 reviews) | Not enough data | 
| **Macros** | 8.0 (10 reviews) | Not enough data | 

#### Channels

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Email** | 8.2 (16 reviews) | Not enough data | 
| **Social** | 7.4 (13 reviews) | Not enough data | 
| **Live Chat** | 8.7 (13 reviews) | Not enough data | 
| **Phone** | 7.8 (15 reviews) | Not enough data | 
| **Text** | 8.8 (10 reviews) | Not enough data | 

#### Insight

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Surveys** | 8.1 (14 reviews) | Not enough data | 
| **Reporting** | 8.7 (15 reviews) | Not enough data | 
| **Visitor Activity** | 7.9 (14 reviews) | Not enough data | 
| **Help Desk** | 8.4 (15 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **SAP Service Cloud** | 9.3/10 | 18 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.3 (16 reviews) | 
| **AI Text Summarization** | Not enough data | 9.3 (17 reviews) | 

---
## Categories
**Shared Categories (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Oracle Service Cloud (formerly RightNow) (2):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to SAP Service Cloud (1):** [Conversational Support Software](https://www.g2.com/categories/conversational-support)


---
## Reviewer Demographics

### By Company Size

| Segment | Oracle Service Cloud (formerly RightNow) | SAP Service Cloud | 
|---|---|---|
| **Small-Business** | 4.5% | 29.8% | 
| **Mid-Market** | 37.8% | 39.6% | 
| **Enterprise** | 57.7% | 30.6% | 

### By Industry

#### 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%

#### SAP Service Cloud

- **Information Technology and Services:** 22.9%
- **Computer Software:** 9.7%
- **Accounting:** 4.7%
- **Telecommunications:** 4.2%
- **Computer & Network Security:** 3.4%
- **Hospital & Health Care:** 3.0%
- **Retail:** 2.5%
- **Logistics and Supply Chain:** 2.1%
- **Financial Services:** 2.1%
- **Pharmaceuticals:** 2.1%
- **Other:** 43.2%

---
## Alternatives

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

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)

### Alternatives to SAP Service Cloud

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)

---
## Top Discussions

### Oracle Service Cloud (formerly RightNow)

No discussions available for this product.

### SAP Service Cloud

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/oracle-service-cloud-formerly-rightnow-vs-sap-service-cloud)