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Oracle Fusion Service vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

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 Customer Engagement Centers
3rd
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
31
Ranking in other categories
CRM (10th), Marketing Management (7th)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Reviews Sentiment
7.3
Number of Reviews
51
Ranking in other categories
Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 5.8%, down from 6.8% compared to the previous year. The mindshare of Salesforce Service Cloud is 19.1%, up from 17.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Hitesh Kunchakuri - PeerSpot reviewer
A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business
There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Quotes from Members

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

Pros

"Oracle Fusion Service offers good efficiency."
"The solution is easy to learn."
"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 product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle Service Cloud could improve the integration for older platforms."
"The solution is completely cloud-based and very easy to access from anywhere."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"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."
"We are very happy with the support team from Salesforce."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It integrates with all our platforms, providing a comprehensive view of the customer."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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 accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"The plug-ins that work with other standard systems have made the product industry-ready."
 

Cons

"The product's option to upload payroll data doesn't work seamlessly."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."
"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."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The UI experience needs refinement to enhance user-friendliness."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The integrations with other solutions can be improved."
"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The governor limits are a troubling feature of Salesforce"
"The solution's integration with the main ERP is a little cumbersome."
"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."
"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 solution could continue improving its artificial intelligence capabilities."
 

Pricing and Cost Advice

"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 a cheap and flexible solution."
"Oracle Fusion Service is more expensive than Workday."
"This is definitely an expensive product compared to others on the market."
"The tool is reasonably priced."
"The product has average pricing."
"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The solution is priced at 50 dollars a month per user."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"The price is too expensive."
"The tool is pretty expensive."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
"Salesforce Service Cloud is a highly expensive solution"
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Top Industries

By visitors reading reviews
Educational Organization
81%
Manufacturing Company
3%
Computer Software Company
2%
Financial Services Firm
2%
Financial Services Firm
17%
Educational Organization
16%
Computer Software Company
14%
Manufacturing Company
11%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered b...
What is your primary use case for Oracle Service Cloud?
We use the solution as a backend for ERP systems, encompassing various functions such as HR, finance, supply chain, manufacturing, and customer experience (CX) management.
What is your primary use case for Salesforce Service Cloud?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Service Cloud
 

Learn More

 

Overview

 

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.
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about Oracle Fusion Service vs. Salesforce Service Cloud and other solutions. Updated: January 2025.
831,020 professionals have used our research since 2012.