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."Stable and scalable with good technical support."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"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."
"The most valuable feature of the solution is that customers can easily understand it."
"Oracle Fusion Service offers good efficiency."
"The service management features are valuable."
"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."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The complexity of the solution is very less."
"The most valuable feature of the solution is the traceability of actions."
"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."
"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 product's option to upload payroll data doesn't work seamlessly."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"Lacks the ability to deploy custom code for customization."
"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."
"The UI experience needs refinement to enhance user-friendliness."
"Oracle Service Cloud could improve the integration for older platforms."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The product's high price is an area of concern where improvements are required."
"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 documentation could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The solution’s user interface could be improved."
"The integrations with other solutions can be improved."
"The solution’s user interface could be improved and enhanced."
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 42 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, 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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