--- title: Oracle Service Cloud (formerly RightNow) Reviews meta_title: 'Oracle Service Cloud (formerly RightNow) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 134 reviews by the users' company size, role or industry to find out how Oracle Service Cloud (formerly RightNow) works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 134 scale: '5' date_modified: '2026-07-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Oracle Service Cloud (formerly RightNow) Reviews **Vendor:** Oracle **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 3.9/5.0 **Total Reviews:** 134 ## About Oracle Service Cloud (formerly RightNow) Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers.  OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance.. ## Oracle Service Cloud (formerly RightNow) Pros & Cons **What users like:** - Users find the **interface intuitive** , making it easy to track records and manage activities efficiently. (2 reviews) - Users benefit from the **automation** capabilities of Oracle Service Cloud, streamlining their ombudsman channel management significantly. (1 reviews) - Users value the **digiital transformation** provided by Oracle Service Cloud for efficient channel management, moving away from manual processes. (1 reviews) - Users appreciate the **detailed case management capabilities** of Oracle Service Cloud, streamlining previously manual processes effectively. (1 reviews) - Users value the **digital transformation** provided by Oracle Service Cloud, streamlining their ombudsman channel management processes effectively. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Quick Setup (1 reviews) - Time-saving (1 reviews) - Tracking (1 reviews) **What users dislike:** - Users report **frequent bugs** in Oracle Service Cloud, including automatic deletions that disrupt business operations. (1 reviews) - Users report experiencing **bugs and automatic deletions** in contact management, negatively impacting business operations. (1 reviews) - Users often face **data inconsistency** issues, leading to reports that do not match actual data effectively. (1 reviews) - Users face **inaccurate reporting** in Oracle Service Cloud, leading to confusion and a lack of trust in data management. (1 reviews) - Users experience **delayed responses** and discrepancies in reports, leading to frustration and inefficiencies. (1 reviews) - Inadequate Analytics (1 reviews) - Users report **quality issues** with Oracle Service Cloud, including bugs and errors affecting their business operations. (1 reviews) - Users often face **software bugs** in Oracle Service Cloud, leading to issues like automatic contact deletions that hinder operations. (1 reviews) - Users face **software glitches** in Oracle Service Cloud, including automatic contact deletions that disrupt business operations. (1 reviews) - Technical Issues (1 reviews) ## Oracle Service Cloud (formerly RightNow) Reviews ### 1. Revolutionizing Customer Support by Oracle Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Vishal B. | Trainee Software Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud for its robust customer service capabilities, comprehensive ticketing system and seamless integration with other products. Its user-friendly interface and extensive features contribute to efficient customer support management. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Dislike about oracle service cloud is the challenges with the complexity of initial setup and configuration in oracle service cloud. Also occasional issues with the user interface and the learning curve for certain advanced features have been cited as areas for improvement. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud (formerly RightNow) addresses customer service challenges by providing a unified platform for managing support interactions. Its benefits include streamlined ticketing, efficient case resolution and a comprehensive knowledge base, resulting in improved customer satisfaction. These features beneficial for enhancing overall customer support processes and fostering positive customer relationships. ### 2. easy to use internally **Rating:** 4.0/5.0 stars **Reviewed by:** Alexandra Z. | Software Implementation Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2024 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It easy to understand and use on a daily basis. As I minus I think it does not incorporate all items needed all in one **What do you dislike about Oracle Service Cloud (formerly RightNow)?** nothing to dislike just the bugs and sometimes slow functionality **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** ticket creation and storage for better tracking of any case details and CRM ### 3. Oracle Right was an important evolution in the management processes of the group's ombudsman channel **Rating:** 4.5/5.0 stars **Reviewed by:** Antonio Cezar O. | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Right (OSC) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel). **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Oracle Right (OSC) and sometimes it has some bugs and/or errors. At times, the contact is automatically deleted by the tool, among other situations that end up impacting the operation of the business area. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool. ### 4. Wonderful piece of kit - highly recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Howard W. | Head of Operational Systems Dept, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The absolutely mega level of configurability in Oracle Service Cloud makes it stand out from the competitors - and I have used their competitors. The level of admin permissions and the sheer number of things you can configure as an admin put most other suites to shame. The ability to put changes live in minutes, the great docs, the surprisingly good support. and just the overall well-designed piece of software that was RightNow and became Oracle Service Cloud put it in a class of its own. I'm in the process of rolling out my 4th instance since 2015 - I would recommend it to anybody **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The lack of a WYSIWYG workspace designer, and the promised but not delivered mobile workflow for iworkspaces - but other than that it's fantastic **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It solves the issue of the normal CS software - routing and a decent chat and email system with ease and little effort. But the ability to amend the software so that you put your users on there for a holistic view gives OSvC the edge in the competition. ### 5. Oracle CX **Rating:** 3.0/5.0 stars **Reviewed by:** Marwan H. | Senior Supply Growth Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Its interface is great and helpful in Tracking records and activities **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It does not give a proper response and reports do not match the actual data **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** it took many times to open a link ### 6. Oracle Service Cloud - Stable Product **Rating:** 4.0/5.0 stars **Reviewed by:** Prasanna R. | Solution Architect, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The stability of the Oracle Service Cloud application is good **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The user interface is not great. Could use enhancements **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Employee connect ### 7. Omni-channel solution for Customer Support and Satisfaction with Quick and Easy Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Lakshay B. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** - Customization Possibilities - Integration Possibilities - Pre- build widgets for Customer Portal for Quick development - Fast and mobile responsive Browser User Interface - Agent Scripting - Workflows - Guided Assistance - Smart assistance that shows relevant answers to customers before they submit a request to deflect queries with FAQs. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** - Limitations on type of fields that can be created like missing mutliselect field type, rest are okay. - Most of the usefule PHP libraries, extensions are disabled by default and are not enabled for security reasons, for e.g., simple_xml, etc. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Quick and Easy Implementation of this product enables the business to be up and running in less time. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** - Training Cost is reduced as the Oracle Service Cloud provides various Guided Assistance (GA) and Agent Scripts that allows the agents to go through the scripts written for them to help customer and resolve their queries with the help of query specific GA. - Smart Assistance that helps customers on portal to show relevant FAQs before they submit query which also contributes to increase in deflection rate and enable self service. - Knowledge Advance allows the answers to be ranked dynamically with Machine learning. - Custom Process and Scripts for allowing multiple business processes to be run on various CRUD operations. - All in one solution - Marketing, Sales and Service - all purposes can be solved using one single software. - Strong User community and great Product Support. - Ease of Integration with Third party Providers be it Softphone Integrations or any other integrations. - API interface to interact with the application available in both REST and SOAP. ### 8. Oracle **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Reports are easy to build and customize so data is easy to retrieve and analyze **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Some of the functions dont work as expected and or the workspace rules are sometimes tricky to set up **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Tracking customer contacts, purchases and returns ### 9. Oracle Service cloud for everyone **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It is a beneficial cloud computing service where server storage, network, and servicing can be aviled under one roof. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There is nothing significant to mention as a problem here. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is easy to use cloud service and cost effective. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** The costing problem is solved for the client by going to the cloud for the service. ### 10. Amazing tool to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** very User-friendly interface and very easy to use **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Sometimes the response time for the Databases takes a while to process **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I use it for Client Satisfaction and Incidents processing ### 11. A cloud-based omnichannel solution. **Rating:** 5.0/5.0 stars **Reviewed by:** Marisa-RIGAL K. | Operations and Product Lead | Crimson Global Academy, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It causes you make assignments and oversee them. You can make Opportunities and dole out different fields to them. Contacts information base is fantastic. You can undoubtedly recover information from the CRM. You can alter your dashboard according to your necessities. It is a fantastic tool you can plan overviews and surveys with the Service Cloud. The dashboard is a keen platform with charts and expectations. The tool has coordinated client care, call focus and web-based media control tools. You can screen your clients contact history with your image. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** No tool can be immaculate and henceforth additionally has a negative point. It is somewhat dull in its standpoint, might have been somewhat vivid and satisfying to the eyes. Rest, it is an extraordinary tool and a prescribed answer for amp up your CX game. You simply need to get a hang of it first and foremost and pushing ahead is a stunning tool for the representatives. We are fixated on the Service cloud in the working environment. Also if an update should be made on the UIs, computerized reports at that point key clients are fundamental. Lamentably, the program is difficult to learn. It is fundamental to make the plans of the UIs as client situated as could be expected under the circumstances. Contribute time on item trainings and workshops during the execution of the tool **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Overall it is a great tool since it does not take up a lot of space but instead offers you cloud space. You can utilize predefined correspondence messages and contents to speak with the clients. The tool is cloud based in this manner the permit expenses can be upgraded. Stage can be coordinated with different projects, for example, CRM through interfaces. Hence you can look through client buy history. ### 12. CRM for Enterprise Organization **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Implementation Reporting Incident assignments Web Portal Chats **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Graphics Console login is a bit slow Look and feel in Console **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Tickets assignment Surveys ### 13. Oracle Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Feedback Cloud Service is a fully integrated, multichannel enterprise feedback solution that enables you to capture, measure, and act on critical customer **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Everything is good for now which ever I worked **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Oracle Cloud service is good to the customes for the automation process **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have solved the customer automate process in web browser ### 14. Easy to use, a basic tool **Rating:** 3.0/5.0 stars **Reviewed by:** Kaushal K. | Manager - Planning and Analysis, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Report Designer, it gives an ease to user to club multiple reports **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Dashboard, features, it's a very basic tool, lack of forecasting support **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Real time monitoring ### 15. Gives you 360-DEGREE view **Rating:** 4.5/5.0 stars **Reviewed by:** Diksha M. | Influencer Marketing/Community Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The following pointers make RightNow a Must-Have tool: 1. It helps you create tasks and manage them 2. You can create Opportunities and assign various fields to them 3. Contacts database is excellent 4. You can easily retrieve data from the CRM 5. You can customize your dashboard as per your requirements. It is an excellent tool, you can prepare surveys and polls with the Service Cloud. The dashboard is an intelligent platform with graphs and predictions. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** No tool can be flawless and hence RightNow also has a negative point. It is a bit dull in its outlook, could have been a bit colorful and pleasing to the eyes. Rest, it is a great tool and a recommended solution to amp up your CX game. You just need to get a hang of it in the beginning and moving forward it is an amazing tool for the employees. We are obsessed with the Service cloud at the workplace. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is a great tool and a recommended solution to amp up your CX game. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** 1. Contacts Management 2. Task Management 3. Opportunity Management 4. You get a 360-degree view 5. Quick resolution 6. Helps improve CX 7. Helps in Personalised messaging 8. Can monitor topics & emotions 9. You can design surveys 10. Create Polls RightNow is a problem solver and has been a holy-grail for various Industry Leaders around the Globe. Many Industry Leaders in India trust Oracle and choose to go with its cloud solutions for the strong position it has maintained in the tech business. ### 16. Great CRM. Very advanced installation. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2020 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Easy access to CRM data and integrates well with our CMS. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Complicated to test and installation was very complex **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Able to better support consumers and find consumer and transaction data in one platform ### 17. Very customizable CRM easy to implement. **Rating:** 5.0/5.0 stars **Reviewed by:** Brent P. | Senior Systems Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud offers several customization options to solve each problem. It can be used with high results at several levels of the organization. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Cloud access and social services can be improved. Therefore, it is frustrating and NOT very straightforward for other players to explain their ' sessions ' definition. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Compare the apps, just as any program, to ensure that this device meets all your business needs. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud has helped us shorten our time to solve problems with several clients. The solution is very personalizable. There's not much you can do with add-ins, client portals, custom apps, and APIs. While integrating it into a larger Oracle ecosystem, it needs to extract the greatest value. ### 18. Oracle Service cloud Great for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2020 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle service cloud is easy to use and it is very easy to customize.It is provides lives chat.Email support is best strengths this platform. It is seamless integration with voice,chat and email.It is very helpful to create new reports,new profiles etc.It is easy to navigate. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Oracle service cloud it is one of the great feature for the customers service.I have don't anyone thing is dislike.I have not any negative comment on this feature.It is very helpful. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It is easy to use and easy to navigate.we can chat multiple customers at a one time.It is cloud based so easy to use anytime. ### 19. Omnichannel Solution for exceptional customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Manoj M. | CX-Product Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Knowledge management, Contact Center, Guided Assistance, Policy automation, Case management, customer portal framework with reference implementation using PHP framework. Smart assistant, VCIO. Integration with CPQ,EBS,Sales cloud using ICS. Best part is Upgradation of service cloud will be at our end only and also it takes less than 5 min. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Speed of admin console. Less out of box features, constant hickups with admin console, Scarce documentation. Most important is no prior info given about upgrades from oracle **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** nil **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Leveraging reference implementation for customer portal enhancements, Huge KB articles repository, ### 20. Good platform for customer care management but need good keyusers to manage **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The tool has integrated customer care, call center and social media moderation tools. You can monitor the your customers contact history with your brand. You can use predefined communication emails and scripts to communicate with the customers. The tool is cloud based therefore the license costs can be optimized. Platform can be integrated with other programs such as CRM through interfaces. Therefore you can search through customer purchase history. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The tool is well packaged however companies need dedicated key users for keeping the interfaces, and graphical interfaces up-to-date. Plus if an update needs to be made on the user interfaces, automated reports then key users are necessary. Unfortunately the program is hard to learn. It is essential to make the designs of the user interfaces as user oriented as possible. Invest time on product trainings and workshops during the implementation of the tool. I suggest work with your end users so that they will be more engaged with product after implementation. By end users I mean contact center agents. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** During the implementation stage you should work with the contact center agents and business teams. I suggest to create a timeline for functionalities to go live. Do not try to make all of them go live at the same time. I suggest to recruit an internal key user personnel within your organization. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Benefit of the program is Oracle Service Cloud is well integrated and includes packages with many functionalities. But it is hard to implement and manage. You need to work with a good implementation team. Invest time on the key user trainings to decrease the post implementation costs, increase data quality and efficiency of your agents. ### 21. Right Tool Makes the Job Easier **Rating:** 5.0/5.0 stars **Reviewed by:** Joyce S. | Knowledge & Quality Manager, Professional Training & Coaching, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The built-in features which enabled us to deploy with less customization required, which allowed us to meet our very short project timeline. I am also a fan of Engagement Engine. We are able to create rules which allowed us to control when to display our support icons. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I am not a fan for their 'Billable Session' concept, it's confusing and NOT very easy to justify to other stakeholders. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Make sure you relate to your sales/ account representative your main objective - trust that they will provide you the right recommendations. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We acknowledged that we have different customer types and we wanted to make sure we are able to provide different support options. Launching Chat support allowed us to do exactly that. With this new support option, we are able to provide real time feedback on what service type their hardware requires. This definitely provided a better support experience to our customer. ### 22. A little outdated feeling, but functional **Rating:** 3.5/5.0 stars **Reviewed by:** Hannah B. | Technical Writer, Enterprise (> 1000 emp.) **Reviewed Date:** June 17, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We use this to track documentation projects. Easy to use and keep progress of our documentation tickets. Previously was on a team that used it to upload PDFs to a portal for users. That portal is a little outdated as well, but once you figure out how it works, it's easy to navigate. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** A little outdated-feeling. UI is a bit antiquated. Some things are not very obvious until you know how to do that/where to find them. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Unfortunate that once someone submits a ticket, they cannot go in and change it. Nice way to keep track of all of our teams' tickets. ### 23. My OSC Review **Rating:** 5.0/5.0 stars **Reviewed by:** Flor M. | El Salvador - Customer Service Manager, Computer Networking, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The ability to do so much with it! every business has unique needs and processes and reporting needs, Oracle Service Cloud can meet almost everything! so flexible, so versatile that is amazing for support areas that are often cost centers in a company and have it rough to get a seat in the IT development prioritization as for the most part it decreases or in some cases even eliminates the need for a developer **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It just became so big that it gave Oracle the ability of doing it "Barbie Style" sold separately!. All of the sudden you see something it can do, that you want and need, and you find out that is actually an "add-on" item or a "third-party" integration! Make sure you know exactly what your business needs before negotiating contract **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Maybe just make sure you know what you really need out of OSC before starting contract negotiations . You can only get so much during implementation, so make sure to roadmap your journey and know what you can do on your first, second, third year and so on.. if you don't, you may end up contracting for features you won't be able to implement until 2 or 3 years in the country. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Definitely hearing from our customers via the Customer Satisfaction Surveys and giving them self help tools have been huge to improve our service among so many other great things we have accomplished in our company in 8 years of being an Oracle customer ### 24. Oracle Service Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like the ease of use for our agents. It's a highly intuitive product that allows for customization to fit our business needs while not implementing a huge learning curve for our staff utilizing the tool. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The out of box reporting is limited and with our large incident and customer database we have experienced issues with running canned reports or dashboards due to that complexity. These dashboard timeouts can have a negative impact on our management of our hundreds of queues. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Incident management across multiple channels using 1 tool is a benefit. We have agents answering phone calls through our integrated telephony partner, answering emails and chats simultaneously. ### 25. The most accessible platform for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Sifiso Nkosinathi N. | Creative Director, Media Production, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It’s easy to use, familiar look from Microsoft word, a complete unique way of helping customers **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The fact that you can not add the plugin for Grammarly makes it hard for me **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** I found it very interesting to say this, it is by far the most easy software to be used, all I can tell is it’s worth investing in this software because it’s not difficult to use for both user and the support team, which makes it easy for customers to share pictures in real **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We can help multiple chats at the same time and the freedom of giving you the time you spent away from paying attention to your customers it makes customers services the best thing ever happened. ### 26. Buying more than we thought. **Rating:** 4.0/5.0 stars **Reviewed by:** Bill H. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Cloud Portal for Accountholders. We love the immediate info access that our account holders can receive. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** We did not keep up with what RN offered. It would have been helpful to have a continued education process and review of our use of the platform. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have shifted from employee input and operations to more automated service. Making our account holders and our pocket book happy. ### 27. Nice Integration, not super user-friendly **Rating:** 3.5/5.0 stars **Reviewed by:** Justin S. | Supply Chain Performance Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like being able to integrate our custom design with OSvC. It has a nice interface that is easy to navigate and train others. I like that the report building and the formatting/design available within it. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There are a ton of features within the system, and it is hard to notice how to utilize it in a user-friendly way. I have started looking at implementing more custom scripts, but there does not seem to be any assistance with designing that. I sat through a course today with the ORacle Engagement Cloud, and it seems like they have rolled our Custom Script assistance prompts to help. I mentioned that I like the report building, but the analytics/chart design could use some work. At times, it is easier for me to just export the data to Excel and build dynamic graphs for presentations. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Root cause identification with procedures and training issues, especially with 3rd party vendors. It has provided a nice way to bring all users into a pre-defined method of handling incident investigations. ### 28. Innovative And Customizable Product For Call Centers. **Rating:** 3.5/5.0 stars **Reviewed by:** Thomas E. | Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I love how much customization you can add to this product. Oracle does a great job of making it easy to create a new report, add a new field to a workspace, create a new profile, etc... **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I don't like that Internet Explorer must be set as the default browser to use the .NET Client. Our company has been moving away from IE to Chrome so it has been a challenge to keep IE as the default browser. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Overall, I love working on the product and I'm excited for all of the new features that are being added with each release. I'm looking forward to hopefully moving over some of our workspaces/workflows to BUI in the near future. We have worked extensively with the Oracle MS team to implement many new features into the product that were not out of the box. When we have Production issues, I know that I can trust our Technical Account Manager and his team to research and resolve the issue as soon as possible. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are using Oracle Service Cloud to help provide our agents a holistic view of our customer. This is helping our agents assist the customer with a variety of questions without having to transfer the customer to another department. ### 29. Oracle Service Cloud from the point of view of an Administrator **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Easy Integration with other products Good access to documentation and support Great customization possibilities Cross channel contact management Robust reporting suite **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Rather high system requirements when working in the console. Can get laggy on your average office machines, especially when using complex workspaces or when running some heavier reports (especially trying to export the data can be troublesome). **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We use Oracle Service Cloud across the entire organisation. We use it as a communications and knowledge platform for both internal and external customers. ### 30. Oracle Right Now **Rating:** 4.5/5.0 stars **Reviewed by:** Chandra B. | Dropbox, Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** This cloud product is great for our customer support. It is very easy to learn and use. We have used the live chat feature for several years.It is a great way for our customers to communicate with us through chat. We get hundreds of chats a day. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I have not had an major issues with Right Now and we use it daily - 16 hours a day. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** I highly recommend RightNow! It is a great live chat product. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It is a great feature and really helps our business because we can chat with multiple customers at one time using this feature. so you can have one person chatting 7 different customers at once whereas if you that employee was on the phone, they would only be able to help that one person. Great feature! we love it! ### 31. Service scloud for utility customers **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** like the ability of service cloud to integrate with other products in our org like Digital assistant and the rich API offering for custom integrations **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I dont really like the thin client user interface and navigation , its not user friendly. Also dont like the security groups implementation, its confusing **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** serving CSR address customer comcers arounf high bill, usage, outages, and processing start, stop and move services ### 32. Flexible add-in functionality **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** OSvC allows us to manage our call center contacts in a searchable and efficient manner that we did not have with our previous solution. We have integrated it with the Five9 telephony service to provide our CSRs with one portal for customer interactions **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The desktop client is very resource intensive and memory hog. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Multi-channel service including chat and email avoidance using smartassistant. ### 33. Broad set of features but challenging to utilize fully **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like that there is a broad set of functionality that you can deploy across the software. Upcoming features do sound interesting and innovative. Ability to install custom add-ins to unlock more features is very nice. There has been a noticable improvement in system uptime and reliability for Oracle Service Cloud. We Utilized Helix for implementation as well as an internal team concurrently for implementation. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Difficult to iunderstand what is all included in your license. Trying to implement new features into what we are using currently can be difficult; this is either due to dependencies with other features that werent initially discoverable or it really only works when utilizing a feature that is not in our license. Data is near impossible to utilize in any real, meaningful way which is preventing us from utilizing more features of the application. Business buy in is very difficult for new features because it requires better usability with our data or an unpalatable amount of time for discovery and testing. Managing staff accounts is challenging making it very frustrating to keep our purchased licenses in check around our hiring seasons and normal turnover. Utilizing contractor employees is especially difficult since there is a lot of flux in their number. .NET client is S L O W **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** When implementing the software make sure that you are geting complete and clear requirements from business around what they need. Try not to get stuck in a 1:1 transition plan, your experience with the software will be better optimized and more usable if you focus on what you truly need and the best way to accomplish that. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We utilize OpenMethods Harmony for Universal Queue to provide a single interface for agents to receive contacts and interact with the customer through. Solving for average handle time, speed of answer, first contact resolution. ### 34. Great CRM application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud is my favourite CRM tool, enabling organizations to easily manage high volumes of incoming customer service requests while also providing powerful self-service functionalities. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The application can feel a bit old-fashioned in certain areas, which can make it a bit hard to see the advantages of the application. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Our organization was able to efficiently manage incoming customer service emails and calls using Oracle Service Cloud. ### 35. Great for some application **Rating:** 2.5/5.0 stars **Reviewed by:** Zach H. | Business Support Representative, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The modern interface and the built-in customerization options are getting better and more refined as the product ages. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** This product seems quite immature in its run. There are so many features that we still need to implement to get back to functionality and speed of the system that was in use beforehand. It has been an "all in" gamble for our company to create something usable and functional in a live call center environment and the struggles we've experienced with this software have outweighed most of the benefits for a veteran user. New users who never saw the previous system don't know any difference so there was never anything to compare. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Currently we are working to further automate our processes and pull data from various sources to have when a service call starts and there are many improvements that could be made. ### 36. Oracle service cloud great for customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle service cloud product is easy to use and simple.It is straight forward.It is one of the best way for our customers to communicate with us through chat.It is super extensible.Layout is simple. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** i do not have anything dislike with oracle service cloud.No negative aspects to say about this.It is fantastic and great for customer support. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle service cloud product is easy to learn and use.Live chat is very good feature.It is use for the answer customer questions. ### 37. RNT Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Very easy to see all customer interactions within one system. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** If customer has multiple email addresses, they do not show up together, making it hard to find some previous interactions. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Documenting all our customer interactions. Benefited the company by seeing previous contacts and inquiries. ### 38. Empowering for Team **Rating:** 5.0/5.0 stars **Reviewed by:** Doug L. | Process Improvement MAnager, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Workspace and Workflow designs tools. We are currently ready to move to BUI and like the look and feel it will provide our agents **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Reporting could be a little more robust. It is okay but looking for a more dynamic dashboard for leadership team **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** SIngle application for team to take calls, chats, and emails. Integrations with our ecxeternal systems has been a huge win. ### 39. Oracle is complex **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle is a complex tool that allows for many different functions. It can be very confusing without assistance. But once showed the tool it is very beneficial. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Oracle should have an easier help base so that you can figure out the functionalities. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle helps keep track of all the clients who call.in wanting to receive help and keeping the notes on their account organized. It also allows for email and chat communciation. ### 40. Asissant director of customer care **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Customization is key in our organization, no company is like any other, the fact that you can customize any little detail, language, colors, reports, integrated tools, reports. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Co-browse is a great tool, but often fails and turns away users, we changed from cobrowse to log me in. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Get your must haves and would be nice to have list and as you look at add ons and integrated solutions to make sure you get bank for your money **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Smarter, historical interactions, implementation of CP has been great, Chat and AAQ opened more than one channels to reach us lowering inobund interactions. ### 41. Oracle service cloud is fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle service cloud is very easy to use.This cloud product is great for our customer support.Layout is simple and it is straightforward.You can easily find unread messages and respond to them. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I have not anything dislike with oracle service cloud.No negative aspect to say.Great for customer support. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle service cloud it is simple and easy to use.It is customization and super extensible.It is also good for multi-language implementations. ### 42. Understand what Right Now includes **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Easy to learn for employees, support is readily available **What do you dislike about Oracle Service Cloud (formerly RightNow)?** massive generation of tickets has gotten out of hand **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Become familiar with what you've purchased to make sure you're taking advantage of 100% of what you're paying for **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** perfecting the CX at this time ### 43. A powerful system for large scale operations **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** OSvC can be fitted to meet any requirements that your support operation might need - there are almost no limits since you can integrate and scale it. The option to customize the system is the key for sucess and every company might use the system in diverse ways that Oracle didn't even think about. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Dealing with Oracle. As a company, they are to big to handle and communicate with - we meet around 20 new Oracle reps in a year and getting answers and expertise is very hard - In the majority of the time we would find the answers we are looking for ourselves and Oracle will use us as a resource to get this knowledge. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Knowledge Base - Internal/External Customer Portal Multilingual support (24 languages) Task managment ### 44. Oracle Service Cloud in Public Sector **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Public Policy | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** OSvC is easy to get up and running and I have deployed an in production solution within 6-8 weeks. The built out API's allow for easy integration and has options to support Mobility. The various modules can be built out or added over time making it a true Enterprise Capable System. Various cloud levels provide exceptional security options. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It runs on a Non Oracle Database and has challenges with very large databases. It is not easy to import an Oracle Data Schema **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Make sure to map out data and integrations need upfront and make sure you have the correct licenses components. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have implemented several solutions in the HHS arena as well as providing Business Wizards, Licensing and Permitting solutions as well as complicated Inspection Solutions. ### 45. Service Cloud has been a huge improvement to our contact center operations. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Multi-channel contact management incident traking **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Reliance on third parties to configure instead of relying on internal resources to create/configure application. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Customer service and centralized view of contacts. ### 46. Better than most CRM systems **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It's so easy to customize and make adjustments along the way **What do you dislike about Oracle Service Cloud (formerly RightNow)?** basic functionality like cc is not so elegantly handled **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** logging customer requests ### 47. This has been our trusted tool for knowledgebase management and consumer interactions since 2002. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** October 09, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Ease of use with no support needed from our local IT. As a hosted product, we are able to maintain the product within our contact center; making updates and changes on the fly without needing to submit support ticket. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The occasional disconnect between sales, knowledge experts and the overall lack of product knowledge sometimes displayed by staff. I understand the large number of confusion products, but I expect more than a blank stare when I ask, “What is the difference between Oracle Mobile Cloud, and Oracle Virtual Assistant?” I also understand that if I am in an information gathering mode, then I may be better attuned, but at no time should I know more about a company’s product offering than their own staff. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Do your homework, compare products and come armed with knowledge. Don’t just rely on sales and insist that you have a knowledge expert on every call. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We initially went after ROI, drastically reducing staff by 66%. We are now more interested in increasing service hours without adding staff, (nights, holidays and weekends), through automation. ### 48. Oracle service cloud is Awesome software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle service cloud is easy to use and simple.This cloud product is great for customer support.This product is super extensible and built for integration. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I dislike only one thing is it is dificult to finding customers. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle service cloud is great for the customer support.It is simple to using. ### 49. My go to solution for Omnichannel CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Justin D. | Configuration Engineer III, Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Scalable: You can make it as simple or as complex as you need Customizable: with addins, customer portal custom apps, and APIs there isnt much you cant do. Continous Improvement: The constant release of upgrades and improvements keeps the solution relevent and useful Ease of Comminication with Oracle: If you have a problem you will always be able to get in touch with someone that can help. The support is top notch. They also are GREAT at using client input to see where they can improve the product. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Social: The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups but the forums still feel like they are out of date. Billable Session If you have a large customer base hitting your Knoledge base articles the billable sessions can get expensive very quilckly. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Omnichannel customer support for multiple clients. The benefit of having ways to defer call volume like KBs and chat help reduce cost ### 50. Powerful tool with a lot of variability **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like the reporting and analytics that is included in Service Cloud. The reports that I can create and send to involved parties is helpful in learning behaviors of employees and customers. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I dislike the lack of integrating that is included between oracle products without having to purchase other Oracle products. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Watch out for customizations that you want to include, be wary of them before you start the process, and keep them in mind through out the implementation as you test and re-test all processes. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are using Service Cloud for our customer support team in incident and contact recording and building. ## Oracle Service Cloud (formerly RightNow) Discussions - [What is Salesforce Service Cloud?](https://www.g2.com/discussions/what-is-salesforce-service-cloud) - [What is POD in Oracle Cloud?](https://www.g2.com/discussions/what-is-pod-in-oracle-cloud) - [In what year was RightNow acquired by Oracle?](https://www.g2.com/discussions/in-what-year-was-rightnow-acquired-by-oracle) - [What is Oracle Service Cloud RightNow?](https://www.g2.com/discussions/what-is-oracle-service-cloud-rightnow) - [What are the Service Cloud Features at high level](https://www.g2.com/discussions/32736-what-are-the-service-cloud-features-at-high-level) - 1 upvote - [View Oracle Service Cloud (formerly RightNow) pricing details and edition comparison](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-14+14%3A56%3A50+-0500&secure%5Bsession_id%5D=9c8b3d4a-5a65-40dc-b5cb-08c6e1c02872&secure%5Btoken%5D=856449c5e0fb40ec715717775c20f671249c658ac5061a4ec87b6257bdabb1a0&format=llm_user) ## Oracle Service Cloud (formerly RightNow) Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Oracle Service Cloud (formerly RightNow) Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,969 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,648 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (529 reviews)