We performed a comparison between Oracle Fusion Service and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The solution is easy to learn."
"Stable and scalable with good technical support."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"Oracle Fusion Service offers good efficiency."
"The most valuable feature of the solution is that customers can easily understand it."
"The most valuable feature of the solution is the traceability of actions."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The interface is quite user-friendly."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It is a stable product."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The product's initial setup phase was straightforward."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The product's option to upload payroll data doesn't work seamlessly."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"The product must provide modules for operations management."
"The user experience has to be much better."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The product's high price is an area of concern where improvements are required."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce Service Cloud's report functionality could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
Oracle Fusion Service is ranked 3rd in CRM Customer Engagement Centers with 30 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Oracle Fusion Service is rated 8.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Sales Creatio and Microsoft Dynamics CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management and Vlocity. See our Oracle Fusion Service vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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