We performed a comparison between Oracle CX Sales, Oracle Fusion Service, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM."It is stable and scalable, and their support has been very responsive."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."
"The lead and opportunity management features are valuable."
"The solution integrates well."
"It covers sales very well."
"The integration with other systems is easy."
"the Oracle CX Sales Eloqua module is very useful."
"The solution is easy to learn."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"Everything is managed by Oracle, so they have security in place."
"Stable and scalable with good technical support."
"The solution is completely cloud-based and very easy to access from anywhere."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The most valuable feature of the solution is that customers can easily understand it."
"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."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"It is a stable product."
"The product's initial setup phase was straightforward."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It's a cloud tool, so it is easy to set up."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"Support is very poor."
"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."
"The tool must allow developers to check logs."
"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."
"The interface of Oracle CX Sales could be more user-friendly."
"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."
"You can get disconnected if you do not have a strong, reliable internet connection."
"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."
"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."
"Lacks the ability to deploy custom code for customization."
"The vendor must provide a user-friendly mobile application."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"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."
"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."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The pricing of the solution can be made cheaper."
"The product's high price is an area of concern where improvements are required."
"The documentation could be improved."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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."