--- 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: '2026-08-09' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Oracle Service Cloud (formerly RightNow) Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Oracle Service Cloud (formerly RightNow) but has limited features. Are you part of the Oracle Service Cloud (formerly RightNow) team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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.. * * * Seller [Oracle](https://www.g2.com/sellers/oracle) Discussions [Oracle Service Cloud (formerly RightNow) Community](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discuss) Languages Supported Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Chinese (Simplified) Solution Type All-in-One Overview by Chris Cha Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 23 months [ View More Pricing Information ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/pricing) ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,359) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Zendesk for Customer Service](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Kustomer](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kustomer") Kustomer 4.4/5(565) ](https://www.g2.com/products/kustomer/reviews) [ View All Alternatives ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/competitors/alternatives) ## User Insights Average based on 134 real user reviews. Implementation Time 6 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ![Marisa-RIGAL K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Marisa-RIGAL K.") MK Marisa-RIGAL K. Operations and Product Lead | Crimson Global Academy Mid-Market (51-1000 emp.) 1/11/2021 "A cloud-based omnichannel solution." 5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") AF Verified User in Financial Services Enterprise (\> 1000 emp.) 6/24/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "CRM for Enterprise Organization" 4.5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Implementation Reporting Incident assignments Web Portal Chats Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Graphics Console login is a bit slow Look and feel in Console Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Tickets assignment Surveys Review collected by and hosted on G2.com. Show More 9/7/2021 Current UserValidated ReviewerSource: Seller invite ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") AC Verified User in Consumer Services Mid-Market (51-1000 emp.) 8/31/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "Oracle Service Cloud" 4.5/5 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 Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Everything is good for now which ever I worked Review collected by and hosted on G2.com. Recommendations to others considering Oracle Service Cloud (formerly RightNow): Oracle Cloud service is good to the customes for the automation process Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Kaushal K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kaushal K.") KK Kaushal K. Manager - Planning and Analysis Mid-Market (51-1000 emp.) 8/6/2021 "Easy to use, a basic tool" 3/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Report Designer, it gives an ease to user to club multiple reports Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Dashboard, features, it's a very basic tool, lack of forecasting support Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Real time monitoring Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Seller invite ![Diksha M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Diksha M.") DM Diksha M. Influencer Marketing/Community Executive Small-Business (50 or fewer emp.) 9/19/2019 Business partner of the seller or seller's competitor, not included in G2 scores. "Gives you 360-DEGREE view" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Recommendations to others considering Oracle Service Cloud (formerly RightNow): It is a great tool and a recommended solution to amp up your CX game. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 6/23/2020 "Great CRM. Very advanced installation." 4/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Easy access to CRM data and integrates well with our CMS. Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Complicated to test and installation was very complex Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite BP Brent P. Senior Systems Engineer Enterprise (\> 1000 emp.) 11/17/2019 "Very customizable CRM easy to implement." 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer Networking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Networking") UC Verified User in Computer Networking Mid-Market (51-1000 emp.) 2/12/2020 Business partner of the seller or seller's competitor, not included in G2 scores. "Oracle Service cloud Great for customer service" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Manoj M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Manoj M.") MM Manoj M. CX-Product Consultant Enterprise (\> 1000 emp.) 9/6/2019 Business partner of the seller or seller's competitor, not included in G2 scores. "Omnichannel Solution for exceptional customer experience" 5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Recommendations to others considering Oracle Service Cloud (formerly RightNow): nil Review collected by and hosted on G2.com. 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, Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Seller invite ![Verified User in Management Consulting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Management Consulting") AM Verified User in Management Consulting Enterprise (\> 1000 emp.) 9/30/2019 "Good platform for customer care management but need good keyusers to manage" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ## Questions about Oracle Service Cloud (formerly RightNow)? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Oracle Service Cloud (formerly RightNow) ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discussions/new) GU Guest User What is Oracle Service Cloud (formerly RightNow) used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-oracle-service-cloud-formerly-rightnow-used-for) [ View all Discussions ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 23 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/pricing) Oracle Service Cloud (formerly RightNow) Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9a4b1c59a10899f84ef2b2071e2037ce/dynamics-365-sales.png "Product Avatar Image") Microsoft Dynamics 365 Sales 3.8/5(1,623) [ Compare Now ](https://www.g2.com/compare/dynamics-365-sales-vs-oracle-service-cloud-formerly-rightnow) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_c7667c650c352acba4bfca38ee89457b/agentforce-sales-formerly-salesforce-sales-cloud.png "Product Avatar Image") Agentforce Sales 4.4/5(25,874) [ Compare Now ](https://www.g2.com/compare/agentforce-sales-formerly-salesforce-sales-cloud-vs-oracle-service-cloud-formerly-rightnow) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_a691b2a2f56d18b2de79ca2c240a1824/oracle-crm-on-demand.png "Product Avatar Image") Oracle On Demand 3.8/5(111) [ Compare Now ](https://www.g2.com/compare/oracle-crm-on-demand-vs-oracle-service-cloud-formerly-rightnow) ##### ##### Oracle Service Cloud (formerly RightNow) Features Platform Customization Reporting Activity Dashboard Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Self-Service Experience Knowledge Base Searchable Articles Communication Pop-up Chat Notifications [ View More Features ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/features) ##### Categories on G2 [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk) [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[Social Customer Service](https://www.g2.com/categories/social-customer-service)[Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Apollo ILS vs Koha vs SirsiDynix Symphony for public and academic libraries: which library management system avoids vendor lock-in while supporting custom workflows and library-specific processes?](https://www.g2.com/discussions/apollo-ils-vs-koha-vs-sirsidynix-symphony-for-public-and-academic-libraries-which-library-management-system-avoids-vendor-lock-in-while-supporting-custom-workflows-and-library-specific-processes)[Top employee attendance and leave tracking systems](https://www.g2.com/discussions/top-employee-attendance-and-leave-tracking-systems)[Which web font marketplace pricing models offer the best value for multiple font licenses across large teams?](https://www.g2.com/discussions/which-web-font-marketplace-pricing-models-offer-the-best-value-for-multiple-font-licenses-across-large-teams%20) [What's a good Mac and Windows compatible drive cloning software for mixed home and office use?](https://www.g2.com/discussions/what-s-a-good-mac-and-windows-compatible-drive-cloning-software-for-mixed-home-and-office-use)[What are the highest-rated encryption key management software for reducing secrets sprawl across distributed teams?](https://www.g2.com/discussions/what-are-the-highest-rated-encryption-key-management-software-for-reducing-secrets-sprawl-across-distributed-teams%20)[Pros and Cons Details](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)