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Compare Salesforce Service Cloud, UseResponse, and Oracle Service Cloud (formerly RightNow)

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Enterprise Package
$3000+
per solution
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Cloud
$15
per agent, per month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Self-Hosted
$899
one-time fee
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial
Free Trial Unavailable
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
UseResponse
Enterprise Package
$3000+per solution
Cloud
$15per agent, per month
Self-Hosted
$899one-time fee
Free Trial Unavailable
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
9.0
8.1
Ease of Use
Ease of Use
8.0
9.3
7.7
Ease of Setup
Ease of Setup
7.5
9.2
6.8
Ease of Admin
Ease of Admin
8.0
9.2
7.3
Quality of Support
Quality of Support
8.1
9.9
7.2
Ease of Doing Business With
Ease of Doing Business With
8.4
9.8
7.3
Product Direction (% positive)
Product Direction (% positive)
7.8
10.0
5.8
Meets Requirements
Salesforce Service Cloud
8.5
UseResponse
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Ease of Use
Salesforce Service Cloud
8.0
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
Salesforce Service Cloud
7.5
UseResponse
9.2
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
Salesforce Service Cloud
8.0
UseResponse
9.2
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
Salesforce Service Cloud
8.1
UseResponse
9.9
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
Salesforce Service Cloud
8.4
UseResponse
9.8
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
Salesforce Service Cloud
7.8
UseResponse
10.0
Oracle Service Cloud (formerly RightNow)
5.8

Features

Ticket and Case Management
Workflow
Salesforce Service Cloud
8.1
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
8.1
Response Automation
Salesforce Service Cloud
8.1
UseResponse
9.5
Oracle Service Cloud (formerly RightNow)
8.6
SLA Management
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.4
Attachments/Screencasts
Salesforce Service Cloud
7.7
UseResponse
9.6
Oracle Service Cloud (formerly RightNow)
8.2
Ticket Collaboration
Salesforce Service Cloud
8.1
UseResponse
9.4
Oracle Service Cloud (formerly RightNow)
8.6
Ticket creation user experience
Salesforce Service Cloud
8.3
UseResponse
9.5
Oracle Service Cloud (formerly RightNow)
8.8
Ticket response user experience
Salesforce Service Cloud
8.2
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
8.3
Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.0
Communication
Pop-up Chat
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.4
Notifications
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Targeted Emails
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.7
In-App Messaging
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Macros
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.3
Interaction
Web Portals
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Internal Use
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Oracle Service Cloud (formerly RightNow)
8.1
Conversation Archiving
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.5
Lead Development
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.7
Knowledge Base
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.0
Team Inbox
Salesforce Service Cloud
8.6
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Customer Profiles
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Channels
Phone
Salesforce Service Cloud
8.4
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.1
Text
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Email
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.8
Social
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
6.4
Live Chat
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Insight
Surveys
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Reporting
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.8
Visitor Activity
Salesforce Service Cloud
8.5
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.4
Help Desk
Salesforce Service Cloud
8.7
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.7
Communication Channels
Customer Portal
Salesforce Service Cloud
8.2
UseResponse
9.6
Oracle Service Cloud (formerly RightNow)
8.5
Email to Case
Salesforce Service Cloud
8.5
UseResponse
9.4
Oracle Service Cloud (formerly RightNow)
8.8
Chat/Live Support
Salesforce Service Cloud
7.9
UseResponse
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Social Integration
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
6.5
Call Center
Make, Receive, and Record Calls
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Customer and Contacts Database
Salesforce Service Cloud
8.3
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.9
Products and Version Tracking
Salesforce Service Cloud
8.0
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.7
Call Scripting
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.9
Interactive Voice Response (IVR)
Salesforce Service Cloud
7.9
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.6
Self Service/Community
Forums
Salesforce Service Cloud
8.0
UseResponse
8.6
Oracle Service Cloud (formerly RightNow)
9.0
Knowledge Base
Salesforce Service Cloud
8.2
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
8.6
Ideas/Feedback
Salesforce Service Cloud
8.0
UseResponse
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Q&A
Salesforce Service Cloud
8.1
UseResponse
9.6
Oracle Service Cloud (formerly RightNow)
8.3
Reporting & Analytics
Social Monitoring
Salesforce Service Cloud
8.1
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
6.7
Reporting
Salesforce Service Cloud
8.0
UseResponse
8.1
Oracle Service Cloud (formerly RightNow)
7.3
Dashboards
Salesforce Service Cloud
8.0
UseResponse
8.1
Oracle Service Cloud (formerly RightNow)
7.5
Platform
ITIL Compliance
Salesforce Service Cloud
8.2
UseResponse
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.1
Mobile User Support
Salesforce Service Cloud
7.7
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
7.9
Customization
Salesforce Service Cloud
8.2
UseResponse
9.2
Oracle Service Cloud (formerly RightNow)
8.1
User, Role, and Access Management
Salesforce Service Cloud
8.4
UseResponse
9.3
Oracle Service Cloud (formerly RightNow)
8.0
Internationalization
Salesforce Service Cloud
8.0
UseResponse
9.8
Oracle Service Cloud (formerly RightNow)
8.2
Performance & Reliability
Salesforce Service Cloud
8.2
UseResponse
8.5
Oracle Service Cloud (formerly RightNow)
7.9
Integration APIs
Salesforce Service Cloud
8.0
UseResponse
8.0
Oracle Service Cloud (formerly RightNow)
7.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.8%
40.0%
6.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.0%
46.7%
32.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
34.3%
13.3%
61.0%
Salesforce Service Cloud
Small-Business
24.8%
Mid-Market
41.0%
Enterprise
34.3%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%

Reviewers' Industry

 
Information Technology and Services
14.7%
Information Technology and Services
25.0%
Information Technology and Services
16.9%
 
Computer Software
14.2%
Semiconductors
10.0%
Retail
14.4%
 
Internet
8.1%
Internet
10.0%
Computer Software
8.5%
 
Hospital & Health Care
3.6%
Higher Education
10.0%
Financial Services
5.9%
 
Financial Services
3.4%
Financial Services
10.0%
Pharmaceuticals
3.4%
 
Other
55.9%
Other
35.0%
Other
50.8%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
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%

Reviews

Most Helpful Favorable Review
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...

Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

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
Most Helpful Critical Review
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

UseResponse
Most Helpful Favorable Review
Kapil M.
Administrator in Financial Services

(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5)...

Most Helpful Critical Review
Michael S.
Administrator in Internet

Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me.

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.

Screenshots

 
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Salesforce Service Cloud
Oracle Service Cloud (formerly RightNow)

Videos

 

Happy customers. Let’s make them happier with Service Cloud.

No videos provided

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.

UseResponse
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.

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