# Oracle Service Cloud (formerly RightNow) vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow Customer Service Management excels in its **ticketing system** , which users find particularly helpful for managing high volumes of client emails. One user mentioned that the system allows them to handle 20 to 30 emails daily efficiently, thanks to its clean dashboard that provides a quick overview of responses.
- **Users say** that Oracle Service Cloud offers a **robust customer service capability** with a comprehensive ticketing system. Reviewers appreciate its user-friendly interface and extensive features, which contribute to effective customer support management, although some feel it lacks certain integrations.
- **According to verified reviews** , ServiceNow Customer Service Management has a higher overall satisfaction score, indicating that users are generally more pleased with its **workflow automation** and **case management** features. This helps teams resolve customer issues more quickly, as highlighted by users who value the AI-powered recommendations.
- **Reviewers mention** that while Oracle Service Cloud is easy to understand and use daily, it sometimes struggles to incorporate all necessary features in one platform. This can lead to challenges in meeting specific workflow needs, as noted by users who have experienced configuration difficulties.
- **G2 reviewers highlight** that ServiceNow Customer Service Management provides a more seamless integration experience, which is crucial for teams looking to streamline their operations. Users appreciate the ability to track emails and workflows effectively, especially when managing shared inboxes.
- **Users report** that Oracle Service Cloud has strong capabilities in **ticket collaboration** and **customer profiles** , with high scores in these areas. However, they also note that the product's overall market presence and recent user activity are lower compared to ServiceNow, which may impact long-term support and updates.



| | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 3.9 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 134 | 492 | 
| **Largest Market Segment** | Enterprise (57.7% of reviews) | Enterprise (54.7% 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)

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.3 (94 reviews) | 8.7 (235 reviews) | 
  | **Ease of Use** | 7.9 (93 reviews) | 8.5 (353 reviews) | 
  | **Ease of Setup** | 6.8 (66 reviews) | 8.0 (216 reviews) | 
  | **Ease of Admin** | 7.3 (67 reviews) | 8.4 (93 reviews) | 
  | **Quality of Support** | 7.4 (87 reviews) | 8.4 (289 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.5 (65 reviews) | 8.5 (95 reviews) | 
  | **Product Direction (% positive)** | 6.6 (90 reviews) | 9.1 (232 reviews) | 

---
## Pricing

### Oracle Service Cloud (formerly RightNow)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ServiceNow Customer Service Management

#### 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 |
| **ServiceNow Customer Service Management** | 8.2/10 | 112 |

#### Ticket and Case Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (31 reviews) ✓ Verified | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.4 (31 reviews) ✓ Verified | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | 8.2 (30 reviews) ✓ Verified | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | 8.7 (29 reviews) ✓ Verified | 8.4 (72 reviews) | 
| **SLA Management** | 7.6 (29 reviews) | 8.7 (71 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (29 reviews) | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.8 (30 reviews) | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.1 (27 reviews) ✓ Verified | 8.8 (67 reviews) ✓ Verified | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (37 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (26 reviews) | 

#### Communication Channels

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | 8.6 (29 reviews) ✓ Verified | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (29 reviews) ✓ Verified | 8.7 (68 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (28 reviews) ✓ Verified | 8.2 (60 reviews) ✓ Verified | 
| **Social Integration** | 7.0 (16 reviews) | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | 8.3 (19 reviews) | 7.8 (55 reviews) ✓ Verified | 

#### Platform

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | 8.2 (10 reviews) ✓ Verified | 7.5 (60 reviews) ✓ Verified | 
| **Customization ** | 8.0 (41 reviews) ✓ Verified | 8.3 (69 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.0 (23 reviews) ✓ Verified | 8.7 (73 reviews) ✓ Verified | 
| **Integration** | 7.7 (20 reviews) ✓ Verified | 8.5 (71 reviews) ✓ Verified | 
| **Reporting** | 7.6 (29 reviews) ✓ Verified | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | 7.6 (29 reviews) ✓ Verified | 8.7 (72 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

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

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

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

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

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

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 30 |

#### Workforce Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.1 (25 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (24 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.4 (25 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (26 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 7.9 (23 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 10 |

#### Conversational Platform

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.8 (8 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (7 reviews) | 

#### Support Automation

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.3/10 | 145 |

#### Customer Support

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 9.0 (41 reviews) | 
| **Speech** | Not enough data | 7.5 (17 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (32 reviews) | 

#### Automation

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (49 reviews) | 
| **Customization** | Not enough data | 7.3 (62 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (30 reviews) | 

#### Artificial Intelligence

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (23 reviews) | 
| **Language** | Not enough data | 8.5 (17 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |
| **ServiceNow Customer Service Management** | 8.5/10 | 81 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | Not enough data | 8.5 (9 reviews) | 

#### Communication

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | 8.5 (30 reviews) ✓ Verified | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | 8.1 (30 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | 
| **Targeted Emails** | 8.8 (22 reviews) ✓ Verified | 8.5 (26 reviews) | 
| **In-App Messaging** | 8.4 (15 reviews) ✓ Verified | 8.3 (25 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (25 reviews) | 

####  Internal Use

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 8.0 (41 reviews) ✓ Verified | 8.3 (69 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | 7.9 (16 reviews) | 8.4 (23 reviews) | 
| **Knowledge Base** | 8.0 (32 reviews) ✓ Verified | 8.9 (27 reviews) | 
| **Team Inbox ** | 8.4 (23 reviews) ✓ Verified | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | 8.1 (32 reviews) ✓ Verified | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | 8.3 (43 reviews) | 8.1 (50 reviews) | 
| **Searchable Articles** | 8.0 (40 reviews) | 8.0 (45 reviews) | 
| **Community Forums** | 7.8 (24 reviews) | 7.6 (44 reviews) | 
| **Mobile Optimization** | Not enough data | 6.7 (42 reviews) | 
| **Personalization** | Not enough data | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (47 reviews) | 
| **Automation** | Not enough data | 8.1 (46 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (44 reviews) | 
| **Integrations** | Not enough data | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Multi-step Planning** | Not enough data | 7.3 (17 reviews) | 
| **Cross-system Integration** | Not enough data | 7.5 (17 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.7 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.5 (17 reviews) | 
| **Decision Making** | Not enough data | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **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) | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | 7.7 (11 reviews) | Feature Not Available | 
| **Tickets** | 8.2 (14 reviews) | 9.3 (9 reviews) | 
| **Macros** | 8.0 (10 reviews) | 7.2 (6 reviews) | 

#### Channels

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | 8.2 (16 reviews) | 9.3 (7 reviews) | 
| **Social** | 7.4 (13 reviews) | 7.8 (6 reviews) | 
| **Live Chat** | 8.7 (13 reviews) | 7.5 (6 reviews) | 
| **Phone** | 7.8 (15 reviews) | 7.2 (6 reviews) | 
| **Text** | 8.8 (10 reviews) | 7.6 (7 reviews) | 

#### Insight

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | 8.1 (14 reviews) | 7.1 (7 reviews) | 
| **Reporting** | 8.7 (15 reviews) | 6.7 (7 reviews) | 
| **Visitor Activity** | 7.9 (14 reviews) | 7.9 (7 reviews) | 
| **Help Desk** | 8.4 (15 reviews) | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

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

#### Survey Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [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 ServiceNow Customer Service Management (9):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Oracle Service Cloud (formerly RightNow) | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 4.5% | 11.4% | 
| **Mid-Market** | 37.8% | 33.9% | 
| **Enterprise** | 57.7% | 54.7% | 

### 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%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.9%
- **Telecommunications:** 5.1%
- **Financial Services:** 4.8%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.2%
- **Computer & Network Security:** 3.2%
- **Retail:** 2.9%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Other:** 33.9%

---
## 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 (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3896 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7816 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7816 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3896 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)

---
## Top Discussions

### Oracle Service Cloud (formerly RightNow)

No discussions available for this product.

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

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