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Compare Oracle Service Cloud (formerly RightNow) and SAP Service Cloud 
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At a Glance
Market Segments
Enterprise (57.7% of reviews)
Mid-Market (39.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
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)SAP Service Cloud
Star Rating
(239)4.4 out of 5
Market Segments
Mid-Market (39.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about SAP Service CloudSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Oracle Service Cloud excels in ticket creation user experience with a score of 8.8, while SAP Service Cloud follows closely with 9.1, indicating that both platforms provide a solid interface for creating tickets, but SAP may offer a slightly more intuitive process.
- Reviewers mention that SAP Service Cloud outperforms Oracle Service Cloud in ease of setup, scoring 8.4 compared to Oracle's 6.8. This suggests that SAP's onboarding process is more streamlined and user-friendly, making it easier for new users to get started.
- G2 users highlight the superior quality of support provided by SAP Service Cloud, which received a score of 8.9, while Oracle Service Cloud scored 7.4. This indicates that users find SAP's customer support more responsive and effective in resolving issues.
- Users on G2 report that SAP Service Cloud offers better SLA management with a score of 8.6 compared to Oracle's 7.6. This suggests that SAP provides more robust tools for managing service level agreements, which is crucial for maintaining customer satisfaction.
- Reviewers say that Oracle Service Cloud has a strong ticket collaboration feature, scoring 8.8, which is on par with SAP Service Cloud's 8.9. This indicates that both platforms facilitate effective teamwork in handling customer inquiries, but SAP may have a slight edge in this area.
- Users report that SAP Service Cloud shines in its generative AI capabilities, particularly in AI text summarization, scoring 9.3, while Oracle's performance in this area is lower at 8.8. This suggests that SAP's AI features may provide more advanced functionalities for automating and enhancing customer interactions.
Pricing
Entry-Level Pricing
Oracle Service Cloud (formerly RightNow)
No pricing availableSAP Service Cloud
No pricing availableFree Trial
Oracle Service Cloud (formerly RightNow)
No trial information availableSAP Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.3
94
8.9
207
Ease of Use
7.9
93
8.7
215
Ease of Setup
6.8
66
8.2
133
Ease of Admin
7.3
67
8.3
70
Quality of Support
7.4
87
8.9
202
Has the product been a good partner in doing business?
7.5
65
8.8
68
Product Direction (% positive)
6.6
90
9.5
210
Features by Category
Ticket and Case Management
8.8
31
|
Verified
8.9
93
8.4
31
|
Verified
8.8
93
8.2
30
|
Verified
8.7
96
8.7
29
|
Verified
8.5
93
7.6
29
8.6
89
8.3
29
8.6
89
8.8
30
8.8
91
8.1
27
|
Verified
8.8
89
Generative AI
Not enough data
8.4
33
Not enough data
8.5
34
Agentic AI - Help Desk
Not enough data
8.8
22
Not enough data
8.7
22
Not enough data
8.9
22
Communication Channels
8.6
29
|
Verified
9.0
90
8.9
29
|
Verified
8.8
90
8.3
28
|
Verified
8.7
90
7.0
16
8.5
84
8.3
19
8.3
85
Platform
8.2
10
|
Verified
8.3
90
8.0
41
|
Verified
8.2
95
8.0
23
|
Verified
8.9
89
7.7
20
|
Verified
8.6
89
7.6
29
|
Verified
8.7
89
7.6
29
|
Verified
8.9
89
Conversational Platform
Not enough data
8.5
65
Not enough data
8.8
60
Not enough data
8.7
60
Not enough data
8.6
62
Support Automation
Not enough data
8.5
62
Not enough data
8.9
60
Not enough data
8.8
59
Not enough data
8.7
64
Generative AI
Not enough data
8.5
17
Not enough data
8.7
17
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
8.5
30
|
Verified
Not enough data
8.1
30
|
Verified
Not enough data
8.8
22
|
Verified
Not enough data
8.4
15
|
Verified
Not enough data
Not enough data
Not enough data
Internal Use
8.0
41
|
Verified
8.2
95
8.7
29
|
Verified
Not enough data
7.9
16
Not enough data
8.0
32
|
Verified
Not enough data
8.4
23
|
Verified
Not enough data
8.1
32
|
Verified
Not enough data
Generative AI
Not enough data
8.6
26
Self-Service Experience
8.3
43
8.7
97
8.0
40
8.6
95
7.8
24
8.5
95
Not enough data
8.3
93
Not enough data
8.4
101
Self-Service Platform
Not enough data
8.6
98
Not enough data
8.7
100
Not enough data
8.4
97
Not enough data
8.4
98
Agentic AI - Customer Self-Service
Not enough data
8.3
10
Not enough data
9.0
10
Not enough data
8.8
10
Not enough data
9.2
10
Not enough data
9.2
10
Not enough data
8.5
10
Not enough data
8.8
10
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
7.7(won by default)
11
Not enough data
8.2(won by default)
14
Not enough data
8.0(won by default)
10
Not enough data
Channels
8.2(won by default)
16
Not enough data
7.4(won by default)
13
Not enough data
8.7(won by default)
13
Not enough data
7.8(won by default)
15
Not enough data
8.8(won by default)
10
Not enough data
Insight
8.1(won by default)
14
Not enough data
8.7(won by default)
15
Not enough data
7.9(won by default)
14
Not enough data
8.4(won by default)
15
Not enough data
Generative AI
Not enough data
9.3
16
Not enough data
9.4
16
Categories
Categories
Shared Categories
Oracle Service Cloud (formerly RightNow) and SAP Service Cloud are categorized as Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Oracle Service Cloud (formerly RightNow) is categorized as Social Customer Service and Live Chat
SAP Service Cloud is categorized as Conversational Support
Reviews
Reviewers' Company Size
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SAP 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
23.8%
Computer Software
9.9%
Accounting
4.9%
Telecommunications
3.6%
Computer & Network Security
3.6%
Other
54.3%
Alternatives
Discussions
Oracle Service Cloud (formerly RightNow) has no discussions with answers
SAP Service Cloud has no discussions with answers
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