Compare Oracle Service Cloud (formerly RightNow) and SAP Service Cloud 
At a Glance
Market Segments
Enterprise (57.7% of reviews)
Mid-Market (39.6% 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
(262)4.4 out of 5
Market Segments
Mid-Market (39.6% 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.
- 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.
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
8.8
220
Ease of Use
7.9
93
8.6
229
Ease of Setup
6.8
66
8.1
146
Ease of Admin
7.3
67
8.3
70
Quality of Support
7.4
87
8.8
216
Has the product been a good partner in doing business?
7.5
65
8.8
68
Product Direction (% positive)
6.6
90
9.4
222
Features by Category
Ticket and Case Management
8.8
31
|
Verified
8.9
98
8.4
31
|
Verified
8.8
99
8.2
30
|
Verified
8.7
104
8.7
29
|
Verified
8.5
94
7.6
29
8.6
91
8.3
29
8.6
89
8.8
30
8.8
91
8.1
27
|
Verified
8.8
98
Generative AI
Not enough data
8.3
34
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
8.7
93
8.3
28
|
Verified
8.7
93
7.0
16
8.5
85
8.3
19
8.3
88
Platform
8.2
10
|
Verified
8.3
91
8.0
41
|
Verified
8.2
96
8.0
23
|
Verified
8.9
90
7.7
20
|
Verified
8.6
94
7.6
29
|
Verified
8.7
91
7.6
29
|
Verified
8.9
91
Conversational Platform
Not enough data
8.5
66
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
60
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
96
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
98
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
101
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
9.3
17
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
Information Technology and Services
14.2%
Retail
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Information Technology and Services
22.9%
Computer Software
9.7%
Accounting
4.7%
Telecommunications
4.2%
Computer & Network Security
3.4%
Other
55.1%
Alternatives
Discussions
Oracle Service Cloud (formerly RightNow) has no discussions with answers
SAP Service Cloud has no discussions with answers
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