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."The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"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."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle Service Cloud could improve the integration for older platforms."
"Stable and scalable with good technical support."
"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's a cloud tool, so it is easy to set up."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The complexity of the solution is very less."
"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."
"The interface is quite user-friendly."
"The product's initial setup phase was straightforward."
"The most valuable feature of the solution is the traceability of actions."
"Lacks the ability to deploy custom code for customization."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The solution’s reporting could be improved."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The vendor must provide a user-friendly mobile application."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"The solution’s user interface could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"There is room for improvement in pricing."
"The documentation 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."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"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 pricing of the solution can be made cheaper."
Oracle Fusion Service is ranked 3rd in CRM Customer Engagement Centers with 29 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 41 reviews. Oracle Fusion Service is rated 8.6, while Salesforce Service Cloud is rated 8.4. 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, Salesforce Sales Cloud and Pega CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BMC Helix ITSM. See our Oracle Fusion Service vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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