Oracle Service Cloud Reviews

4.4 out of 5 stars
Anonymous avatar x80
Delivery Manager - Cloud CRM at a tech company with 501-1,000 employees
Apr 21 2016

What is most valuable?

One of the good features about this product is, like many other cloud technologies, this product is meant for services. It was built with a base of providing services to the customers by providing knowledge-base articles and not just through a phone channel. It's more of an omni-channel suite. I've worked with a lot of customers with whom I've worked with these... more»

What needs improvement?

The product build works well when it comes to implementations and mass communications and media, but there's a lot of improvement needed for the B2B market. In the B2C market it works very well and in the B2B market it works well, but B2B requires more customization. There's area for improvement when you want to serve the B2B market.
265b5d24 8760 410c a210 825593b1d10d avatar
Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

How has it helped my organization?

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the... more»

What needs improvement?

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).
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Anonymous avatar x80
Senior Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for. The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper... more»
27a780da 1d2d 4dac a72f 873611da79f5 avatar
Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

How has it helped my organization?

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

What needs improvement?

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»
Anonymous avatar x80
Real User
Project Coordinator at a manufacturing company with 1,001-5,000 employees
Aug 07 2017

What do you think of Oracle Service Cloud?

Valuable Features Integrated survey tools and reporting: wide selection of included reports and ability to customize • Improvements to My Organization Logging all channel interaction in the same place gives us the ability to better determine FCR. • Room for Improvement Ability to export records for archiving, or to query the DB directly. • Use of Solution I have used it for Three years. • Deployment Issues We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again. • Stability Issues The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this. • Scalability Issues We have not...
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User Assessments By Topic About Oracle Service Cloud

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Oracle Service Cloud Questions

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Oracle Service Cloud Consultants

What is Oracle Service Cloud?

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:

  • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
  • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
  • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
  • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
  • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

  For more information visit

Also known as
Oracle RightNow
Oracle Service Cloud customers

Pacfico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

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Oracle White Papers
9 Steps to Becoming a Modern Service Organization
Cross-Channel Contact Center & Web Customer Service Data Sheet
Oracle Knowledge Management & Oracle Policy Automation Data Sheet
Oracle Field Service Cloud Service Data Sheet
Oracle Videos
Screen Shots
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