Oracle Service Cloud (formerly RightNow) Features

Platform (6)

Mobile User Support: Based on 10 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Based on 41 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 23 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Based on 20 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: Based on 31 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 31 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs) 29 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature.
Attachments/Screencasts: As reported in 29 Oracle Service Cloud (formerly RightNow) reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: As reported in 30 Oracle Service Cloud (formerly RightNow) reviews. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 27 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Communication Channels (5)

Customer Portal: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 28 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 16 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature.
Voice: As reported in 19 Oracle Service Cloud (formerly RightNow) reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Self-Service Experience (5)

Knowledge Base: Provides a repository of information that can be used by those seeking support. This feature was mentioned in 43 Oracle Service Cloud (formerly RightNow) reviews.
Searchable Articles: Makes articles in the knowledge base searchable on the web. 40 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature.
Community Forums: Based on 24 Oracle Service Cloud (formerly RightNow) reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices
Personalization: Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Communication (5)

Pop-up Chat: Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Based on 22 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.
In-App Messaging: Based on 15 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Based on 41 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Lead Development: Enables employees to denote potential customers. This feature was mentioned in 16 Oracle Service Cloud (formerly RightNow) reviews.
Knowledge Base: Based on 32 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox: Based on 23 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 32 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Process (3)

Mentions: Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 11 Oracle Service Cloud (formerly RightNow) reviews.
Tickets: Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 14 Oracle Service Cloud (formerly RightNow) reviews.
Macros: As reported in 10 Oracle Service Cloud (formerly RightNow) reviews. Allows administrators to create templated responses to frequently asked questions.

Channels (5)

Email: Ability to connect agents with customers through Live Chat. 16 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature.
Social: Connects employees with customers through a social media solution. 13 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature.
Live Chat: Based on 13 Oracle Service Cloud (formerly RightNow) reviews. Ability to connect agents with customers through email.
Phone: As reported in 15 Oracle Service Cloud (formerly RightNow) reviews. Connects employees with customers through a calling solution.
Text: As reported in 10 Oracle Service Cloud (formerly RightNow) reviews. Ability to connect agents with customers through text message solution.

Insight (4)

Surveys: As reported in 14 Oracle Service Cloud (formerly RightNow) reviews. Provides opportunity for customers to give feedback through a survey.
Reporting: Based on 15 Oracle Service Cloud (formerly RightNow) reviews. Enables administrators to create customized reports reflecting customer satisfaction.
Visitor Activity: Allows administrators to track visitor activity to understand the research that was done before turning to customer service. This feature was mentioned in 14 Oracle Service Cloud (formerly RightNow) reviews.
Help Desk: Based on 15 Oracle Service Cloud (formerly RightNow) reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Generative AI (10)

AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives