Oracle Fusion Service vs Salesforce Essentials comparison

Oracle and Salesforce are both solutions in the CRM category. Oracle is ranked #10 with an average rating of 8.3, while Salesforce is ranked #17 with an average rating of 7.8. Oracle holds a 1.3% mindshare in CRM, compared to Salesforce’s 0.3% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 91% of Salesforce users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

Salesforce Essentials

Read 13 Salesforce Essentials reviews

108 Views
55 Comparison Views

91% willing to recommend

Oracle Fusion Service

Salesforce Essentials

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle Fusion Service and Salesforce Essentials compete in the service solutions category. Oracle Fusion Service holds the upper hand due to its comprehensive omni-channel capabilities and robust features, whereas Salesforce Essentials is noted for its ease of use and AI functionalities.

Features: Oracle Fusion Service offers omni-channel capabilities such as Chat, Knowledge Base, and SLA management, providing a comprehensive platform. Salesforce Essentials integrates both sales and service functions, managing CRM operations with a focus on flexibility and a full suite of features. Oracle stands out for scalability and enterprise focus, whereas Salesforce is recognized for user-friendliness and AI integration.

Room for Improvement: Oracle Fusion Service needs enhancements in customization, integration capabilities, and simple UI components, along with better B2B support. Quick updates related to user feedback are also needed. Salesforce Essentials has a complex interface and challenges with ERP system integration. Both products could improve AI features and mobile apps while addressing cost-related issues.

Ease of Deployment and Customer Service: Oracle Fusion Service offers diverse deployment options, including public and hybrid clouds, although with some limits on vertical-specific deployments. Customer service quality has varied recently. Salesforce Essentials is primarily public cloud-based, ensuring easy access and deployment, but may lack on-premises solutions, with generally well-rated support that sometimes lacks technical knowledge depth.

Pricing and ROI: Oracle Fusion Service has a flexible but expensive pricing model that offers higher ROI through extensive features and integrations. Salesforce Essentials is considered costly, especially with additional service expenses. Both platforms deliver substantial ROI via enhanced customer experiences and operational efficiencies, though pricing remains a key concern for buyers.

To learn more, read our detailed Oracle Fusion Service vs. Salesforce Essentials Report (Updated: April 2025).

Buyer's Guide

Oracle Fusion Service vs. Salesforce Essentials

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Marketing Management (7th)

Salesforce Essentials

Ranking in CRM

17th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. The mindshare of Salesforce Essentials is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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Srini-Dhanaraj

Founder & CEO at imfine.club

Manages service requests and dispatches engineers to resolve issues

I work from home for a heater manufacturing company. They wanted to move away from their current SAP CRM system to Salesforce. There is a fulfillment process, which involves taking an order, delivering it, and providing service. Salesforce is used to manage the order-taking process. Once an order is taken, the backend system, SAP ERP, handles product manufacturing, delivery, and installation. After installation, the Service Cloud in Salesforce takes over for ongoing service management. Once your order is confirmed, integration with the SAP ERP backend will be seamless. The system takes the sales order from Salesforce and starts processing it for procurement, starting with creating a production order, manufacturing, and then delivery. Once the product is delivered, this information is passed back to Salesforce Service Cloud. In the Service Cloud, a service engineer receives a notification indicating that a product needs to be delivered to a specific location for installation. The engineer then inspects and installs the product at the designated site. SAP ERP manages the product manufacturing and delivery processes. After the product is delivered to the customer, Salesforce Service Cloud takes over. It manages service requests and dispatches engineers to resolve issues reported by customers. Service Cloud captures the information and creates an incident record when a customer reports a product fault. Engineers receive this information and promptly visit the client site to fix the issue. The solution is easy to implement. Overall, I rate the solution a nine out of ten.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"Everything is managed by Oracle, so they have security in place."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"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."

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

More Oracle Fusion Service pros

"The solution helps to track the performance of salespersons before closing deals."

"The combination of product and service are exceptional."

"I can download the data to Excel, create tables, and do whatever I want. I am very comfortable with the tool's mobile application. Its main benefit is transparency because I can share it with representatives."

"Salesforce Essentials is a reliable and powerful application."

"Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use."

"I've found the product's basic AI functionalities, such as predictive analytics and workflow automation useful for optimizing processes and improving productivity."

"Salesforce makes tracking every product and customer activity easy, enabling managers to monitor their products, such as key products and their peak performance."

"The product is stable."

More Salesforce Essentials pros

Cons

"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."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

"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."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"The product's option to upload payroll data doesn't work seamlessly."

"The product's initial setup phase was very difficult."

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

More Oracle Fusion Service cons

"Salesforce Essentials does not contain domain-specific solutions."

"Areas that could be improved or upgraded in the next release include analytics, automation capabilities, and stability."

"When we use mixed languages, it can be uncomfortable because there seems to be no consideration for right-to-left speakers. It feels like these tools were developed by people who only speak left-to-right languages and didn't consider other language types' needs."

"Integrating Salesforce with SAP, considering our business relies heavily on SAP for ERP, has been quite challenging due to the intricate product configurations. Unlike standard products like computers with a few options, our products have hundreds of configurable options, making the integration complex. If such integration were possible, it would have been easier to understand the unique nature of our industry and the limited number of customers who buy steel products, unlike consumer electronics."

"Improvements in connectivity issues, especially for the online version, would enhance the user experience for the product."

"Salesforce should encourage new users by offering smaller license packages, such as packages for three or two users."

"I have seen Salesforce evaluate a lot of AI and analytics into that. But as an end user, I don’t have that much input."

"The solution's UI is not user-friendly."

More Salesforce Essentials cons

Pricing and Cost Advice

"The tool is reasonably priced."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Oracle Fusion Service is more expensive than Workday."

"This is definitely an expensive product compared to others on the market."

"Oracle Fusion Service is a cheap and flexible solution."

"The product has average pricing."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"The pricing is on the higher side, especially with additional costs for professional services like consultants."

"Salesforce Essentials is quite expensive, almost 10 out of 10. I don't have the exact cost, but we found it to be very expensive based on our budget constraints."

"We chose quarterly payments."

"The pricing is a bit on the expensive side."

"It's a perpetual license, and the subscription can be expensive."

"I rate Salesforce Essentials' pricing an eight out of ten."

"There is a need to make yearly payments towards the licensing costs attached to the solution."

"The tool is moderately priced."

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Top Industries

By visitors reading reviews

Educational Organization

76%

Computer Software Company

Financial Services Firm

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

What do you like most about Salesforce Essentials?

Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use.

See all answers

What is your experience regarding pricing and costs for Salesforce Essentials?

The pricing is a bit on the expensive side, maybe when we compare it with other solutions. I would rate the pricing a nine out of ten, with one being low price and ten being high price. The licensi...

See all answers

What needs improvement with Salesforce Essentials?

I have seen Salesforce evaluate a lot of AI and analytics into that. But as an end user, I don’t have that much input. So, I would like to have more AI functionality here. That would be really help...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 25% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 21% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 14% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

More Oracle Fusion Service Competitors

No data available

Product Reports

Buyer's Guide

Oracle Fusion Service

March 2025

Download Oracle Fusion Service product report

Buyer's Guide

Salesforce Essentials

March 2025

Download Salesforce Essentials product report

Also Known As

Oracle Service Cloud, Oracle RightNow

No data available

Overview

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

Salesforce Essentials is a cloud-based CRM tool for businesses seeking flexible, scalable, and customizable solutions to enhance sales and customer support processes.

Designed for seamless integration across multiple channels, Salesforce Essentials includes Sales and Service Cloud to simplify sales tasks and customer management. It enhances finance, credit, and quality processes with user-friendly AI capabilities and predictive analytics. Despite its strengths, there is room for improvement in SAP integration, interface simplicity, and report generation. Cost-effectiveness and support for diverse languages are also potential upgrade areas. Businesses use this CRM solution for lead management, opportunity tracking, and automating sales workflows, transitioning from paper-based methods to digital efficiency.

What are the essential features of Salesforce Essentials?

Scalability and Flexibility: Accommodates growth and customization needs.
Multiple Channel Integration: Enhances finance and quality processes.
User-Friendly: Easy navigation with AI capabilities.
Cloud Deployment: Includes Sales and Service Cloud features.
Predictive Analytics: Improves productivity and tracking.
Mobile App Support: Facilitates on-the-go access and management.

What benefits or ROI can users expect from Salesforce Essentials?

Improved Productivity: Automation features save time and streamline tasks.
Enhanced Customer Management: Centralizes interaction and data handling.
Ease of Transition: From manual to automated workflows.
Performance Monitoring: Standardizes processes for better oversight.

In the retail industry, businesses employ Salesforce Essentials for customer data management and transparency in order processing. Healthcare providers use it for patient engagement and streamlined communication. Financial services utilize it for billing management and compliance, harnessing automation tools for efficient data handling.

Salesforce

Sample Customers

Pacifico 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.

Information Not Available

Buyer's Guide

Oracle Fusion Service vs. Salesforce Essentials

April 2025

Free Report: Oracle Fusion Service vs. Salesforce Essentials

Find out what your peers are saying about Oracle Fusion Service vs. Salesforce Essentials and other solutions. Updated: April 2025.

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