TrustRadius: an HG Insights company

Oracle Service vs. Salesforce Service Cloud

Save this comparison

Save this comparison

Oracle Service

235 Reviews and Ratings

Salesforce Service Cloud

397 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Oracle Service

    Score5.1 out of 10
    		N/AOracle Service is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    Oracle ServiceSalesforce Service Cloud
    Editions & Modules
    No answers on this topic
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    Oracle ServiceSalesforce Service Cloud
    Free Trial
    NoYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Oracle ServiceSalesforce Service Cloud
    Considered Both Products
    Oracle
    Praneeth Kuppa
    Information Technology Analyst in Customer Service at Tata Consultancy Services (Telecommunications, 11-50 employees)
    Chose Oracle Service
    Oracle Service is the best fit for companies already using other Oracle products. Though Salesforce Service Cloud is equally good in most aspects, Oracle is once again an ecosystem of products like Oracle EBS where seamless integration is possible. Most of our clients were …
    Incentivized
    Frank Watts - CPIM, CIRM, MBA Operations Mgt
    Business Development Director - TCS Oracle Practice, Americas in Sales at Tata Consultancy Services (Information Technology and Services, 10,001+ employees)
    Chose Oracle Service
    TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers …
    Incentivized
    Verified User
    Chose Oracle Service
    Oracle Service is a powerful service where the customers or clients can be evaluated in-depth. It provides a unified way where the customers can also raise complaints that can further be evaluated or resolved by the monitoring team to enhance the product. Also, it offers a lot …
    Incentivized
    John Petit
    Chief of Operations in Manufacturing at Klein Tools (Consumer Goods, 1001-5000 employees)
    Chose Oracle Service
    Oracle Service Cloud offers a wide range of communication channels that optimize and innovate the company's communication process and management with our customers.
    Incentivized
    Manpreet Singh
    in Information Technology at Veritas Technologies LLC (Information Technology and Services, 5001-10,000 employees)
    Chose Oracle Service
    Oracle Service Cloud has its own set of advantages. There are definitely areas for improvement.
    Incentivized
    Jason Cota
    Vice President in Professional Services at Monad Solutions (Information Technology and Services, 11-50 employees)
    Chose Oracle Service
    As a partner I see our ability to get OSvC up and running at a better cost and a quicker implementation time frame
    Incentivized
    Heena Karir
    Oracle Service Cloud Developer in Customer Service at Serene Corporation (Information Technology and Services, 201-500 employees)
    Chose Oracle Service
    Oracle Service Cloud licenses are more flexible
    Incentivized
    Rhianna Albert
    Director, Solutions Consulting in Professional Services at eVerge Group (Computer Software, 201-500 employees)
    Chose Oracle Service
    When we chose Service cloud it was because of the robust offerings it had for service, marketing, opportunity tracking and knowledge. These are still very true today. I think without a double the ease of configuration is the number one reason we selected Oracle Service cloud.
    Incentivized
    Luís Melo, CCXP
    Head of Solutions Delivery UK in Information Technology at Capventis (Information Technology and Services, 11-50 employees)
    Chose Oracle Service
    Oracle Service Cloud is more complete and flexible. It is an enterprise platform. 95% of products and capabilities are native and don't need add-ons.
    Incentivized
    Salesforce
    Punnareddy Pallerla
    Sr Software Engineer in Information Technology at sabre (Airlines/Aviation, 5001-10,000 employees)
    Chose Salesforce Service Cloud
    Best user interface and advanced features, easy to implement and best licensed
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Oracle ServiceSalesforce Service Cloud
    Incident and problem management
    Comparison of Incident and problem management features of Oracle Service and Salesforce Service Cloud
    Feature
    Oracle Service
    7.5
    78 Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    Organize and prioritize service tickets7.073 Ratings9.475 Ratings
    Expert directory7.553 Ratings8.553 Ratings
    Subscription-based notifications7.057 Ratings8.663 Ratings
    ITSM collaboration and documentation6.750 Ratings8.260 Ratings
    Ticket creation and submission9.074 Ratings9.375 Ratings
    Ticket response8.074 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of Oracle Service and Salesforce Service Cloud
    Feature
    Oracle Service
    7.3
    74 Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    External knowledge base6.865 Ratings8.463 Ratings
    Internal knowledge base7.774 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Oracle Service and Salesforce Service Cloud
    Feature
    Oracle Service
    7.2
    76 Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    Customer portal7.569 Ratings7.954 Ratings
    IVR7.635 Ratings8.834 Ratings
    Social integration4.746 Ratings8.947 Ratings
    Email support7.874 Ratings9.276 Ratings
    Help Desk CRM integration8.654 Ratings8.866 Ratings
    User Ratings
    Oracle ServiceSalesforce Service Cloud
    Likelihood to Recommend
    5.1
    (89 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    10.0
    (9 ratings)
    6.2
    (8 ratings)
    Usability
    10.0
    (5 ratings)
    8.0
    (12 ratings)
    Availability
    10.0
    (1 ratings)
    9.5
    (28 ratings)
    Performance
    9.0
    (1 ratings)
    8.6
    (7 ratings)
    Support Rating
    10.0
    (7 ratings)
    7.0
    (20 ratings)
    In-Person Training
    9.0
    (1 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    9.0
    (4 ratings)
    7.0
    (1 ratings)
    Configurability
    9.0
    (1 ratings)
    -
    (0 ratings)
    Ease of integration
    5.0
    (11 ratings)
    5.0
    (1 ratings)
    Product Scalability
    10.0
    (1 ratings)
    -
    (0 ratings)
    Vendor post-sale
    -
    (0 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    8.0
    (1 ratings)