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Oracle Fusion Service vs Salesforce Service Cloud comparison

Oracle and Salesforce are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while Salesforce is ranked #2 with an average rating of 8.4. Oracle holds a 5.4% mindshare in CCEC, compared to Salesforce’s 19.6% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
Oracle Fusion Service
Read 33 Oracle Fusion Service reviews
  • 348 Views
  • 136 Comparison Views
91% willing to recommend
Salesforce Service Cloud
Read 51 Salesforce Service Cloud reviews
  • 464 Views
  • 392 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
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.

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To learn more, read our detailed Oracle Fusion Service vs. Salesforce Service Cloud Report (Updated: January 2025).
Buyer's Guide
Oracle Fusion Service vs. Salesforce Service Cloud
January 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:
 

ROI

Sentiment score
7.5
Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.
Sentiment score
7.7
Salesforce Service Cloud delivers ROI through time savings, efficiency, better engagement, and planning; implementation affects results.
 

Customer Service

Sentiment score
7.6
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
7.3
Salesforce Service Cloud praised for premium support but criticized for Level One; community forums enhance problem-solving and self-resolution.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
For more quotes and insights, download the Oracle Fusion Service report
No quotes available
For more quotes and insights, download the Salesforce Service Cloud report
 

Scalability Issues

Sentiment score
8.2
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Sentiment score
8.2
Salesforce Service Cloud excels in scalability, seamlessly integrating and adapting to diverse enterprise demands across industries despite some limitations.
Initially, we had ten ERPs, and I have added more since.
For more quotes and insights, download the Oracle Fusion Service report
No quotes available
For more quotes and insights, download the Salesforce Service Cloud report
 

Stability Issues

Sentiment score
8.1
Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.
Sentiment score
8.3
Salesforce Service Cloud is highly stable and scalable, with minimal issues, easy integration, and prompt resolution of rare glitches.
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Salesforce Service Cloud needs improvements in integration, mobile app functionality, UI/UX, analytics, and seamless application integration.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
For more quotes and insights, download the Oracle Fusion Service report
No quotes available
For more quotes and insights, download the Salesforce Service Cloud report
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
Salesforce Service Cloud offers flexible pricing, yet can be expensive, especially for smaller firms, with customizable and negotiable options.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
For more quotes and insights, download the Oracle Fusion Service report
No quotes available
For more quotes and insights, download the Salesforce Service Cloud report
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
Salesforce Service Cloud streamlines workflows with features like case management, customization, integration, automation, and a flexible development platform.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
For more quotes and insights, download the Oracle Fusion Service report
No quotes available
For more quotes and insights, download the Salesforce Service Cloud report
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
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
7.2
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 February 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 5.4%, down from 6.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 19.6%, up from 16.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

MahaboobPasha - PeerSpot reviewer
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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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.
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Top Industries

By visitors reading reviews
Educational Organization
81%
Manufacturing Company
3%
Computer Software Company
3%
Financial Services Firm
2%
Financial Services Firm
17%
Educational Organization
15%
Computer Software Company
14%
Manufacturing Company
10%
 

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 is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a bit expensive.
See all answers
What needs improvement with Salesforce Service Cloud?
Reporting could be improved.
See all answers
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.
See all answers
 

Comparisons

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Compared 13% of the time
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Compared 22% of the time
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Compared 21% of the time
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BSI vs Salesforce Service Cloud
Compared 9% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 9% of the time
Pega CRM vs Salesforce Service Cloud Logo
Pega CRM vs Salesforce Service Cloud
Compared 6% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

Buyer's Guide
Oracle Fusion Service
February 2025
Oracle Fusion Service reportDownload Oracle Fusion Service product report
Buyer's Guide
Salesforce Service Cloud
January 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Service Cloud
 

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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.
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
Buyer's Guide
Oracle Fusion Service vs. Salesforce Service Cloud
January 2025
Free Report: Oracle Fusion Service vs. Salesforce Service Cloud
Find out what your peers are saying about Oracle Fusion Service vs. Salesforce Service Cloud and other solutions. Updated: January 2025.
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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.