Oracle CRM vs Salesforce Service Cloud comparison

The compared Oracle and Salesforce solutions aren't in the same category. Oracle is ranked #6 in CRM , with an average rating of 8.0, and holds a 1.1% mindshare in the category. Salesforce is ranked #1 in CCEC , with an average rating of 8.2, and holds a 10.8% mindshare. Additionally, 90% of Oracle users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Oracle CRM

Read 41 Oracle CRM reviews

2,368 Views
1,894 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

2,915 Views
991 Comparison Views

96% willing to recommend

Oracle CRM

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Oracle CRM and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM.

To learn more, read our detailed CRM Report (Updated: February 2026).

Buyer's Guide

CRM

February 2026

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Helped 881,757 peers since 2012

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

4.5

Oracle CRM users report improved efficiency and cost savings, though exact ROI varies and is often user-reported.

Sentiment score

6.5

Salesforce Service Cloud boosts ROI with improved efficiency, productivity, customer satisfaction, and significant KPI advancements, yielding a 135% ROI.

No quotes available

For more quotes and insights, download the Oracle CRM report

The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud requires significant maintenance effort to see ROI.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Customer Service

Sentiment score

6.2

Oracle CRM's customer support is praised for availability but criticized for slow responses and inconsistent issue resolution.

Sentiment score

5.6

Salesforce Service Cloud offers praised support but experiences vary; premium support and community engagement improve issue resolution.

No quotes available

For more quotes and insights, download the Oracle CRM report

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

Unless you have premium support, assistance is restricted.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Scalability Issues

Sentiment score

7.3

Oracle CRM is scalable, adaptable for varying business needs, but on-premises setups may need additional investments for infrastructure.

Sentiment score

8.1

Salesforce Service Cloud is praised for its robust scalability, easily supporting growth and integrating across enterprise applications.

No quotes available

For more quotes and insights, download the Oracle CRM report

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

I would rate scalability highly because it is scalable, and there are always parts or other improvements.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Nobody can compete with Salesforce Service Cloud's scalability.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Stability Issues

Sentiment score

7.5

Oracle CRM is highly rated for stability, despite installation challenges and minor glitches that don't affect operations significantly.

Sentiment score

7.9

Salesforce Service Cloud is stable, robust, and reliable, with occasional performance issues, and stability is valued despite its cost.

We haven't really had any technical challenges with Oracle CRM.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

For more quotes and insights, download the Oracle CRM report

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Room For Improvement

Oracle CRM struggles with outdated UI, slow performance, integration issues, high costs, and inadequate support, needing significant enhancements.

Salesforce Service Cloud needs enhancements in integration, functionality, customization, performance, and user-friendly features for better efficiency and usability.

When a client asks for any support, they're often in real trouble and need a prompt response.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

The AI feature needs improvement.

Erick Kathurima

CIO at Clarinox Technologies

For more quotes and insights, download the Oracle CRM report

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud should focus on simplification.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Setup Cost

Oracle CRM is costly, best for top-tier companies, with scalable pricing and possible discounts on long-term contracts.

Salesforce Service Cloud is costly, yet negotiable and flexible, ideal for larger enterprises considering infrastructure and staffing savings.

No quotes available

For more quotes and insights, download the Oracle CRM report

Salesforce Service Cloud is expensive.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

For more quotes and insights, download the Salesforce Service Cloud report

Valuable Features

Oracle CRM offers customizable, cloud-based solutions with robust integrations, praised for stability, scalability, and comprehensive CRM functionalities.

Salesforce Service Cloud offers robust case management, integration, and customization, enhancing service operations with user-friendly, flexible features.

The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.

Erick Kathurima

CIO at Clarinox Technologies

It is very much tied closely with sales forecasting, growth, the reporting and decision-making process.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Oracle CRM report

I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.

Sukanya Sen

Preseales And Solution Head at Tata Consultancy

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

For more quotes and insights, download the Salesforce Service Cloud report

Categories and Ranking

Oracle CRM

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM (6th), Marketing Automation (5th)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Help Desk Software (7th), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

Oracle CRM and Salesforce Service Cloud aren’t in the same category and serve different purposes. Oracle CRM is designed for CRM and holds a mindshare of 1.1%, down 3.1% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 10.8% mindshare, down 19.7% since last year.

CRM Market Share Distribution
Product	Market Share (%)
Oracle CRM	1.1%
Microsoft Dynamics CRM	2.5%
SAP CRM	2.1%
Other	94.3%

CRM

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	10.8%
Microsoft Dynamics CRM	13.2%
Zendesk	7.4%
Other	68.6%

CRM Customer Engagement Centers

Featured Reviews

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Has improved process coverage and integration while offering strong analytics and user experience

The analytics and reporting functionalities of Oracle CRM are good. I would rate them eight to nine out of ten, but it slightly falls behind Salesforce, which is much more advanced in terms of meeting the process and analytics part. The integration of Oracle CRM with other Oracle applications is seamless; that's not a problem at all. The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform. The multichannel service support has an impact on my customer service operations.

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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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Top Industries

By visitors reading reviews

University

13%

Financial Services Firm

11%

Manufacturing Company

Educational Organization

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	22

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

Questions from the Community

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

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What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM's technical support is not that great sometimes. It could be improved with better quality for response time and empathy with the client's operations. When a client asks for any support, ...

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

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What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

SAP CRM vs Oracle CRM

Compared 14% of the time

Siebel CRM vs Oracle CRM

Compared 13% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 12% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 10% of the time

Teneo vs Oracle CRM

Compared 6% of the time

More Oracle CRM Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 10% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Oracle CRM

January 2026

Download Oracle CRM product report

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Also Known As

Market2Lead

Service Cloud

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

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

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

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 Microsoft, Salesforce, SAP and others in CRM. Updated: February 2026.

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881,757 professionals have used our research since 2012.

We monitor all CRM 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.