--- 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: '2026-08-07' 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 user-friendly** , simplifying the tracking of records and activities within Oracle Service Cloud. (2 reviews) - Users appreciate the **automation capabilities** of Oracle Service Cloud, enhancing efficiency in managing ombudsman channel processes. (1 reviews) - Users value the **digitization of ombudsman channel processes** offered by Oracle Service Cloud, enhancing efficiency and management. (1 reviews) - Users value the **digiital management of processes** with Oracle Service Cloud, enhancing efficiency in ombudsman channel handling. (1 reviews) - Users value the **efficient digitization** of channel management processes with Oracle Service Cloud, replacing outdated manual methods. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Quick Setup (1 reviews) - Time-saving (1 reviews) - Tracking (1 reviews) **What users dislike:** - Users experience **frequent bugs and errors** in Oracle Service Cloud, negatively affecting business operations. (1 reviews) - Users experience **bugs and automatic contact deletions** in Oracle Service Cloud, hindering business operations. (1 reviews) - Users face **data inconsistency** , as reports often fail to reflect the actual data accurately. (1 reviews) - Users often face challenges with **inaccurate reporting** and inadequate responses, impacting their data management experience. (1 reviews) - Users experience **delayed responses** with Oracle Service Cloud, resulting in mismatched reports and data discrepancies. (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. Review of Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like the flexibility, the ability to control so many aspects of the contact center within one application. The ability to make an impact to service levels, agent effort and be able to report on the outcomes. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Sometimes finding the information on how to do something can be challenging. The information in the articles is not always helpful. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have reduced cost in the contact center by pushing the chat option out on all our pages. Customers now tend to chat at an increased rate. The result is that our contact center costs are reduced and customers are still satisfied. ### 2. The Cases Management System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The customization, the visual ability to present any data needed to provide best customer's experience. I like the ability to focus on the really important customer's information, the install base, the contracts, the history and the upcoming ongoing projects **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The inability to edit the already entered notes. The customer note cannot be changed into private note and the response cannot be changed into private note. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** If you want the efficient system to manage your ticketing system - this is the system for you, **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I approach the customer as whole instead of approaching the customer as case by case. ### 3. Good product some email limitations **Rating:** 3.0/5.0 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)?** Love the data we are able to collect, having contact history and ability to collect customer data **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Dislike not being able to see everyone an email address is addressed to on the incident. Also dislike the different results I get when using some analytics. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Need to be able to see everyone an inbound email is addressed or carbon copied to. Need better analytics definitions of the calculations. Different results depending on the report and hard to determine why the results are different. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Case management being able to pull history of each customer interaction. ### 4. Service Cloud is fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew P. | Customer Service Delivery Manager, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It's such a broad and deep solution, there's nothing I've been able to think of changing or adding that isn't possible in one way or another **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There are so many different areas of the platform, and sorting out what really works for our business can be challenging. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** customer service, engagement, self service, ### 5. I love the ease of use and reporting capabilities. We use it for email and chat. **Rating:** 0.0/5.0 stars **Reviewed by:** Deb K. | President Canada Community, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We love the reporting capabilities and ease of use. The ability to organize the reporting and monitor kpi's. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** so many updates but we know they are for the best **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** better view of what is happening with chats and our agents. Starting to use it for mail and that is much more efficient ### 6. It’s not all about Marketing and Sales! **Rating:** 5.0/5.0 stars **Reviewed by:** Rhianna A. | Business & Integration Technology Leader | Oracle CX South Market Unit Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The versatility of the product and the fact that you don’t need to be a developer or even an IT professional to learn to maintain it from an admintrative view. Easy to use. Very flexible. Pixel perfect web design capabilities. Publi APIs are very extensible. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There are very few features I dislike. If I had to pick I would say business rules are a pain but it is in the roadmap to be updated **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We solve our customers problems with experience. Provide best practices and strategic vision to meet their goals and help them become more efficient ### 7. Functional but not optimal **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like that it is fairly easy to find companies that support Service Cloud development. I also like our representative who is always supportive and helpful **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I don't like that many of the major enhancements in the roadmap are for the BUI only. Would really love more to be brought to us in on prem service cloud. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are solving routing issues. We are able to route specific tickets effectively to the right queues. ### 8. improved customer satisfaction **Rating:** 4.5/5.0 stars **Reviewed by:** Mario C. | Operations Director, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The 360 vision of out clients did let improved the experience and attention time, increasing the productivity of aur personal **What do you dislike about Oracle Service Cloud (formerly RightNow)?** nothing by the moment, we are ending the implementation process **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Customer satisfacton attention time productivity ### 9. Solid product **Rating:** 5.0/5.0 stars **Reviewed by:** Jerric D. | Sr Solutions Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Flexibility and extensible of UI and Addin Framework **What do you dislike about Oracle Service Cloud (formerly RightNow)?** workspace design can be cumbersome if advanced layouts are required... **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** CRM and Incident Management. Best tool in the industry in my opinion. ### 10. Game changer for our Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Flexibility and room to grow with us. Love that Oracle is a business partner, not just a vendor. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Getting data can be challenging. I would love to have the ability to freeform queries to extract insights. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We were using a legacy CRM and Oracle is extremely intuitive for our agents. It has also allowed us to customize screens based on agent roles (workspaces) and integrate information and links to some of our proprietary applications. ### 11. Great way of seeing all of our customer data in just a few screens **Rating:** 4.0/5.0 stars **Reviewed by:** Paula C. | Report Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We can easily get to all of our customer data (as compared to EBS) Love the Analytics - Reports Explorerer **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Limitations with exporting data from scheduled reports **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Reports ### 12. Oracle Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** chandrika p. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It is great tool for Customer Support team **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Advance Routing of incident need to be improvised **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is great tool **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Call Delfection and Great Analystics Reporte ### 13. A user's journey **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The breadth of the features, and the ability to customize the solution. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The dated nature of the UX. The non-intuitive reporting interface. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are focused on customer service call deflection. Using OSC as both a knowledge base portal and the engine that drives a chatbot, we have seen, and expect to see significant success. ### 14. Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It helps me to educate my global team to contribute to the self service efforts, as well as holistic approach towards our customers **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It is a heavy solution and whenever we need to make changes it takes too much time and efforts **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Ability to measure different KPIs which allow me to constantly improve ### 15. Customization within Oracle's Paramaters **Rating:** 3.5/5.0 stars **Reviewed by:** Corbin M. | Supervisor, Customer Relationship Management, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Advanced reporting features and the ability to quickly create workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available. You are frequently reminded that you are playing in Oracle's world and there are deficiencies in the product that cannot be solved by an admin. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** There are many consultants out there that can help with best practices and you will need them for anything very complicated. There is little to no support from Oracle in setting up new features, but they will assist you if something in the product breaks. There is a lot of documentation on their site that is very helpful, but only shows a basic implementation. Get multiple test sites so that you can try out different things and clone from your production site regularly. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are transferring tickets from department to department, tracking call stats, handling emails from customers, and have 4 internal chat systems. The OSC allows us to very quickly stand up new features and continue to improve on them with ease, but we eventually hit a wall with the out of the box functionality and need to supplement it with add-ins. ### 16. Oracle Service Cloud Experience Review **Rating:** 4.0/5.0 stars **Reviewed by:** Caroline D. | Analista Técnico Funcional CRM Cloud, Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The analytical empowerment the system provides is a great tool to track the engagement of the customer and the performance of the support team. The system in general also owns a very good potential for customization and adequability to a large range of different business cases. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The Business Rules engine, despite of the awesome performance, is a very tricky tool to work with. I believe the experience could be simplified, following the idea of the rest of the system. The documentation of some aspects of the system also can be very difficult to find. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** As a consultant and system analyst, I believe it is my duty to alert about the major importance of a good partner when implementing the system. I am aware of the potencial of this system, but I am also aware of the stress that the implementation can cause when two elements get combined: the lack of experience of the partner and a weak idea of the customer of what goal it means to achieve with the system. A good analysis IS necessary to do a good implementation! A good process desing can save the entire project! **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** The primary benefit of using Oracle Service Cloud is the possibility to know how your team work and how to improve the daily routine. Sometimes, even support aspects you don't know, you find a way of automate it. As consultants and system administrators I believe that we can affirm we solved a wide range of "blind supervisors" and drilled processes. ### 17. Great for highly complex, large installations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Flexibility and ability to customize is key. Handles high volumes well, and is reasonably easy into integrate with. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There's some old functions and display within the admin console, and certain parts were never integrated well. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** From customer service emails in Outlook, RightNow helped me organize, track and understand our CS volume ### 18. Best in Class product **Rating:** 5.0/5.0 stars **Reviewed by:** Rasheed A. | Application Development Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It was built with a base of providing services end-end to the customers, basically a 360-degree view of the end users though all channels. Freedom for customization in order to implement the innovative ideas which eases the burden of customer. Ability to communicate with the customer in all the possible channels. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Even though Oracle pushes its users towards BUI, for many of the administrative tasks we still have to depend on Agent Desktop which looks is 1980s application. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** I would strongly recommend this product because even Non-Technical person could also create business content that becomes end-user facing. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Incident Management is the key factor and Advanced Knowledge Base, Email Communication, Live Chat supports it well which reduces the pressure of Agents. We use lot of product and categories and creation of Dynamic Forms for Customer Portal and the combination of Agent Scripts and Workflow makes our job easy. ### 19. Business Analyst **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The ability to customize reports and utilize the platform across the organization **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Long loading times for reports and not always user friendly for the end user when trying to achieve the data **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** eMessaging with our customers - ability for sending out large quantities of data ### 20. Oracle Service Cloud - Customer Support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** 1. Layout 2. Base Functionality 3. Speed **What do you dislike about Oracle Service Cloud (formerly RightNow)?** 1. Limitation of Reporting (low limit on Export) 2. Routing capabilities (would like more logic based routing out of the box) **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Being able to track and disperse work more effectively. Reporting is a nice feature within its limitations. ### 21. Performance issues and administration **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** familiarity of application from a user perspective - similar to MS office suite **What do you dislike about Oracle Service Cloud (formerly RightNow)?** not scaled to an enterprise solution. Administration is not user friendly **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** technical engineers and customer care agents use this to interact with customers. we also use it for internal escalations and assistance ### 22. Very Customizable **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Easy to use, lots of features (many of which we probably do not use). **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I do not like the move to the browser UI, because it is terribly slow and clunky. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We handle Service Requests and Incidents for a healthcare software company ### 23. Not sure yet **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** SAS solution, can offer new channel currently not available **What do you dislike about Oracle Service Cloud (formerly RightNow)?** No upgrade path from Siebel CRM, currently a stand alone system **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Make sure you can integrate with Phone Systems **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** RIght not just using it as part of an overall RPA POC ### 24. Complete solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The knowledge base and the ability to integrate with other platforms using chat **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The old .net desktop client for all the functionality **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are solving our need to ear our customers, one befit its centrilize al the knowledge ### 25. powerful solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** it can be customized for our specific requirements **What do you dislike about Oracle Service Cloud (formerly RightNow)?** a little bit hard to learn from an admin perspective **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** tracking service requests ### 26. Powerful but not quite perfect **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud offers an incredibly powerful Knowledge base that transitions customers seamlessly from self-service to support while offering incident deflection widgets to present help content. The robust webdav style support site makes creating custom widgets and pages easy with a bit of HTML, CSS, and Javascript know how. The basics are easy enough to set up a simple knowledge base but the ability to add your own HTML and Javascript really sets Oracle Service Cloud apart from other Knowledge management tools I have used in the past. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The .Net install based version of OSVC crashes pretty regularly if you integrate multiple third party tools such as phone and text support. It also seems to be pretty heavy (PCs with 8GB of ram and third party integrations are OK but 16+ gb of ram is better). This is an unfortunate frustration for our support reps. OSVC also offers a cloud based console as well that is more stable but does not offer all of the same features as the install based version. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Embarking on OSVC is a journey that takes time and patience but is well worth it. I would recommend having at least 1 person on staff with HTML/CSS/Javascript experience to really get the most out of Oracle's advanced features. This is a powerful, well rounded tool, but I would not call it simple or easy to set up at first. A great implementation team such as Amberleaf is a MUST in my opinion. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle makes KCS and self service easy to setup and maintain in a well branded support site that meshes seamlessly with our existing Product and Marketing. ### 27. OSC Military User **Rating:** 5.0/5.0 stars **Reviewed by:** Eric C. | AFR myPers Liasian, Oracle CX, Military, Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The integration that is available, we have our database connected to OSC. The product allows users to submit tickets. US Air Force members will utilize online applications on various topics that affect thier careers. Our mission is to provide our users, the warfighters prompt service, so they can go and perform their missions. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There are certain limitations that CX has. We have so many different departments that require customization. We would like to see the capability for marketing, specifically targeted messaging to include alternative email addresses when emails are delivered to customers. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are using OSC to handle cases that come in to the contact center from all users stationed all over the world. ### 28. Service Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Chemicals | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Servvice cloud works well for our application **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Enhancements and quarterly updates can be a challenge. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Customer Feedback System ### 29. Highly Flexible and powerful toolbox **Rating:** 4.0/5.0 stars **Reviewed by:** Bastiaan v. | Enterprise (> 1000 emp.) **Reviewed Date:** April 09, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** OSvC is one of the most flexible systems one can use. Building complex DB setups, with accompanying work spaces and flows can be easily done through the UI. Since it does not oversimplify things for the Administrator, you keep all the power to build the system you like, unlike other systems, which are easier to setup at first but have the tendency to limit your possibilities at a later stage. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The Browser UI is the new web based UI and all development is going there. This means that currently you need to switch back and forth between the two when your Agents use the BUI, since most Administration is done in the console. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Don't pick the system that looks so easy and fast to implement. Carefully look at the long run and the flexibility the system provides. OSvC is one of the best at being scalable and high performing. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Streamlining Customer service. The versatility of the product also allows to integrate many otehr business processes, without becoming a cluttered setup. ### 30. Cumbersome for users **Rating:** 1.5/5.0 stars **Reviewed by:** Lindsay K. | Customer Care Team Lead, Retail, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** There's a lot of functionality available to create this tool around each company's specific needs. You can fully customize views within the platform, create your exact report-out needs and more. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Compared to other email and chat platforms I've experienced in the past, this is very cumbersome and clunky to work through. It doesn't provide much efficiency in working through email back-log quickly. It's design is also very old-school. This isn't incredibly important, but for a tech-related company, I would think this is an important detail to cover and update to stay relevant. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We communicate with customers via email and chat using Oracle Service Cloud. The biggest benefit is the reporting availability with both email and chat being under the same platform. ### 31. Utilitarian **Rating:** 4.0/5.0 stars **Reviewed by:** Parker G. | Office Associate, Public Policy, Small-Business (50 or fewer emp.) **Reviewed Date:** January 05, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Easy to use, simple, it’s helpful for sending emails. It doesn't have a lot of extra features, it's pretty much just very straightforward and simple to use. You can easily find your unread messages, and respond to them and mark them as sent. Straightforward interface, easy to log into and load and get through all of your email messages. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Looks like it’s from 1982. It’s very bland and ugly with the dark blue tones. It can be difficult to see things on it at times because of the dark blue background and the small font, hard to adjust it to fit it all onto the screen properly. It also doesn't have good integration with social media or live chat for customer service options in case it isn't working properly. It good use a lot of upgrading to it so that it looks like something from the 21st century, and I don't feel like I'm back in time in the 20th century. Aesthetics are the main issue. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It's simple, easy to use, and can be helpful for customer service, especially in bureaucratic type of offices. It's very unpleasing and boring though, it can be difficult to look at some times because of the way that it is designed. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I use it for emails while at work. It's good at getting this done, but it really doesn't have much else to it. That's just about all that it is good for. ### 32. The best Service tool out there **Rating:** 5.0/5.0 stars **Reviewed by:** Luuk S. | Oracle Service Cloud Specialist, Information Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The product is an all in one solution for your customer center. It can be used to answer customer questions but can also be used for some light surveys/marketing. It contains a full customer portal. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The product is a bit expensive and the communications with Oracle isn't always the best. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Get a demo site and see the product for yourself. You'll have to see it to believe it! **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have a lot of customers that are using Oracle Service Cloud as a fully functional system in their contact center. They are practically not using anything else than Oracle Service Cloud. ### 33. Gets the Job Done **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Publishing | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The ability to handle multiple chats at once, and the option to have a sounds notification when a chat comes in or a response in a chat. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** For a long time, it would automatically time out after 5 minutes of inactivity. Now, however, it sits there for forever until we finally terminate. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** The major benefit for our customers is the ability for overseas customers to be able to chat without having to call long distance. ### 34. Feature rich and flexible tool to improve customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Flexibility. It is rare you tell a customer that you cannot perform a certain action. The tools are there to accommodate to a lot of business processes from Customer Service, HR Helpdesk, Internal helpdesk. It is feature rich with Knowledge, Service, Chat, Surveys, Marketing/Campaigns, Basic sales, Social. There are some great syndicated widgets allowing you to place chat or knowledge outside of Service Cloud on your own corporate site. It is also very good for multi-language implementations and I've dealt with many using up to 30 different languages. I've worked with this product for many years and I genuinely like the product and know it helps lots of businesses. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Until recently it was very difficult to copy config from Dev to Prod sites. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** If you are looking to reduce customer contact and increase self-service and customer experience then this has to be considered. It is highly flexible and I've seen it benefit many businesses from many different sectors. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** The KB provides a Tier 0 helping customers self serve. If the customer does contact you then you have an intuitive flexible view of the customer so you can see all their previous contact with Service Cloud (SRs, Surveys, mailings etc). ### 35. Intuitive and great UI **Rating:** 4.5/5.0 stars **Reviewed by:** Rakesh R. | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Multichannel, co-browse, customer portal, chat and ease to use navigation **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Limited interface capabilities with other Oracle or non-oracle products **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Case Management and other after sales services. ### 36. Included reports and the ability to customize are valuable features. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Enterprise (> 1000 emp.) **Reviewed Date:** February 12, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Integrated survey tools are highly customizable, and have enabled us to begin a real closed loop process. (Though text analysis is lacking). There is awide selection of included reports and ability to customize. The forums on the cx.rightnow.com community are often helpful. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Need ability to export records for archiving, or to query the DB directly. The documentation is often sparse and at times misleading. Updates are not added to the documentation and are only available as knowledge articles. The product/category widget needs to be searchable or type-ahead. If you have more than a handful of products in your tree, it becomes unusable. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Being active on their forums is very helpful to innovating and problem solving. Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Logging all channel interaction in the same place gives us the ability to better determine FCR. We are also able to consistently provide feedback opportunities to our end users to get a 360 degree view of the customer experience. ### 37. Best multi-channel platform for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Luís M. | Head of Solutions Delivery UK, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 12, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Automatic routing of tickets to the right queue/team based on keywords and categorisation. Knowledge base native link to incident management allowing quick find of FAQ to answer customer's issue. Easy creation of reports using drag and drop designer canvas. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Co-browse should be totally integrated without the need for setup in different application or configuration. Full-blow release manager and version control is missing. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud is used across our organisation, to manage Customers, Contacts, Opportunities, Tickets, and Contracts. The power and easiness to use, as well as the integration capabilities allow us to co-ordinate our management, sales, delivery and support teams, allowing us to focus on the essential. ### 38. Helps Keep Companies Organized **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like that I'm able to communicate effectively with all departments concerning the same situation. I work in higher education and am able to see what departments have been working with my students and am able to see notes taken so that there is little room for miscommunications, when used correctly. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The information between OnDemand and RightNow is sometimes delayed. There also is a dilemma of using too many systems since we have two emails for students to use. It can become inconsistent if training is not mainstreamed through other departments. The service also can be slow and there have been times where I cannot get work done because the system is down. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is nice to be able to see communications if everyone uses it correctly. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are solving the issue of miscommunication between departments. Because I deal with many different students and many different situations, it's nice to see who they have talked to and what they talked about. ### 39. Best product for providing a great customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on. Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc. Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated. Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon. Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** For customer service, Oracle Service Cloud is a no brainer. It is perfect for multi-channel customer support. For a sales team, the opportunity management module will work for basic sales scenarios, but if you have a complex sales/quoting process or want to focus on lead management, Oracle CPQ or Oracle Sales Cloud is probably a better fit. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud has enabled us to support every channel we need to. It allows customers to pick their channel of choice and then it gives us a seamless view into the customer's interaction history. If a customer sent us a text and then Later called us, we can see the previous interaction in their customer record. It allows for an ongoing conversation with a customer across multiple channels without the customer ever having to repeat themselves. When integrated with OpenMethods software all of our clients have seen a reduction in AHT by at least 30 seconds. One of our clients reduced incoming call volume by 80% by implementing knowledge on their Customer Portal. The sales dashboards gave our management better visibility into our pipeline and allowed them to much more accurately manage the business. ### 40. A great product with a great foundation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen. A small team of power users is all that's needed to keep the application working. Admins are able to make changes and iterate on them to optimize them to make a great customer and agent experience. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The ability to influence changes in the product is hard. There is lots of solicitation for product feedback, but very few suggestions make it into the product. The smaller suggestions, that could make an admins life easier are rarely entertained or implemented. Larger scale suggestions wind up in the product and are either an upcharge or overcomplicated and don't feel natural to the product. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Talk to other customers in your line of business. Ask them what they did right and wrong. There are lots of areas where you can go wrong and leanings can be expensive. Spend the time getting your licensing right. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We have a great, easily configurable CX Platform that allows to be agile with changes and insightful with why our customers are calling. Never before have we been able to understand our business in relation to so many different facets of our business. ### 41. Oracle Service Cloud is a powerful, flexible tool to manage customer interactions **Rating:** 4.0/5.0 stars **Reviewed by:** Andy M. | Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Managing the local client application has provided challenges in our organization. We would prefer to work entirely web-based in the cloud, which is why we are eager to transition to the newer Browser User Interface. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud provides our management team the visibility necessary to make changes and adapt to customer issues and product trends. ### 42. My experience with OSC **Rating:** 4.0/5.0 stars **Reviewed by:** Audrea S. | Director of Learning Solutions, Pharmaceuticals, Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We have been able to customize the sites both internally and externally to meet the needs of our customers. The ability to single source answers and use conditional sections has been amazing. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I wish the wysiwyg editor had more flexibility and control and didn't required so much CSS. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Providing a complete service solutions for our customers. Our customers are all over the globe and this provides answers to questions without having to call support. ### 43. This is a great program **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** This program was great. You could easily se what is going on in your cases. It is very easy to order parts and dispatch an engineer to customers site. I really liked the way you could find stuff from previous cases and generally all search options and results are great. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The only disadvantage I see is that it was running rather slow. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is really a great software. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Opening customer cases or working on cases customers had aleady opened, ordering spare parts and dispatching engineers. ### 44. Old school customer chat platform needs to come into the 2018 age of computing **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Not much. I suppose it does the job (when it works) of connecting support agents to their customers but that's about it. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It's laggy, graphically glitchy, slow to load chats, assuming chats load at all, and very not user friendly on the design front. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Run away. Even the monster that is the Salesforce platform is better than Oracle Service Cloud. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We're able to chat to customers, that's about it. ### 45. Great product that has helped our customers as well as our help desk. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Customers can use Chat for support, which allows us to the help desk to help multiple customers at the same time. Our Customer Support Center has allowed us to put documentation and help topics that are visible to the customer as well as the help desk in an easily searchable format. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Reports in Chat are difficult to create and understand. It would be helpful if there was a more in depth report guide so we could better create KPI's for the team. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Self service and multiple avenues for support ### 46. Great CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Ammar A. | Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The flexibility of the OSC and the ability to fit almost everyone needs is amazing **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There are still some limitations like for example, not every table can be used on CP **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We use the OSC as a phone call tracking system also to resolve customers issues by transferring incidents from a team to another. We use lots of reports to analyze our phone calls the type of issues that we can help out customers with. ### 47. Oracle Service Cloud is a great tool for handling every day interactions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Research | Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The environment in which Oracle Service Cloud works is intuitive and accessible. I enjoy the ability to customize buttons to accommodate our needs in the environment. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I am quite please with the functionality of Oracle Service Cloud. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** No recommendations **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are logging in all interactions - reports are easy to produce. ### 48. Great for IT Service Management **Rating:** 5.0/5.0 stars **Reviewed by:** Ivan A. | IT Operations Specialist, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 12, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Skill based routing. I helps reduce time wasting and increases efficiency. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Embedding images into knowledge base articles should be made easier. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** With limitless possibilities companies will have the opportunity to have an all round solution for customer service. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Incident management. Increase efficiency and customer satisfaction. ### 49. We call it RNT and its used to document calls which is pretty simple **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Its easy to navigate and you can go back to review what was submitted in a previous ticket.Its great for documenting calls so if there is any misunderstandings we can refer back to the ticket. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It crashes from time to time which then affect me performing my job which isnt really helpful on my end. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It allows us to document each call which can be pulled up to review what happened in a call. ### 50. Oracle Service Cloud Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The software is quick and easy to use. The way the application formats responses is great! **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The software seems outdated to an extent. It could be updated to reflect a new UI in the future. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Is to use and quick to setup. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We are solving customer concerns with Oracle Service Cloud. It's an easy way for customers to submit their concerns and have them answered. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+10%3A01%3A01+-0500&secure%5Bsession_id%5D=f410941f-66fa-4823-ada7-26cbeedbd566&secure%5Btoken%5D=36aaed7d724222dd83484db9f6a62708b5d9c9e6328d25f03dddb81b27e298f4&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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **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 - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **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 - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## 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 (6,659 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (533 reviews)