Oracle CX Sales vs Salesforce Service Cloud comparison

The compared Oracle and Salesforce solutions aren't in the same category. Oracle is ranked #14 in CRM , with an average rating of 8.0, and holds a 2.5% mindshare in the category. Salesforce is ranked #2 in CCEC , with an average rating of 8.4, and holds a 16.6% mindshare. Additionally, 87% of Oracle users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Oracle CX Sales

Read 15 Oracle CX Sales reviews

1,269 Views
1,206 Comparison Views

87% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,624 Views
568 Comparison Views

96% willing to recommend

Oracle CX Sales

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

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

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Buyer's Guide

CRM

August 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 CX Sales

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM (14th), Opportunity Management (6th), Sales Force Automation (6th)

Salesforce Service Cloud

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

Oracle CX Sales and Salesforce Service Cloud aren’t in the same category and serve different purposes. Oracle CX Sales is designed for CRM and holds a mindshare of 2.5%, down 2.9% compared to last year.
Salesforce Service Cloud, on the other hand, focuses on CRM Customer Engagement Centers, holds 16.6% mindshare, down 17.1% since last year.

CRM

CRM Customer Engagement Centers

Featured Reviews

Uday Kiran B

Senior Analyst at Capgemini

Offers the capability to customize it the way I want, create my own CRM, and create a new closed integration with everything

The best thing is we can customize it. For example, there are some standard procedures in CRM, the opportunity that is standard. Other than that, we can create customized software on a business-to-business basis. So, if I don't want to follow any standard upgrade of CRM, I can customize it the way I want, create my own CRM, and create a new closed integration with everything. I can make my own CRM. The analytics in Oracle CX Sales are good. We can use ODA (Oracle Digital Assistant) to track data. There are some out-of-the-box reports for things like currency exchange data or product lists. These features are there by default. If you need to create new custom reports, it's possible to do so. They've been lagging behind the visual builder recently, but the product has improved.

Read full review

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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

"The integration with other systems is easy."

"Stability depends on the implementation, but overall, it's quite high."

"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."

"It covers sales very well."

"The solution integrates well."

"The analytics features in Oracle CX Sales are good."

"the Oracle CX Sales Eloqua module is very useful."

"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."

More Oracle CX Sales pros

"The complexity of the solution is very less."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"There is an out-of-the-box feature for reporting and analytics"

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"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."

"The product's initial setup phase was straightforward."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

More Salesforce Service Cloud pros

Cons

"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

"Improvements for Oracle CX Sales include enhancing the user interface (UI) to meet modern standards. Many clients prefer a more optimized UI over the classic one. The market is moving towards better UI and UX design coupled with functionalities. Oracle has a tool called VBCS that can help improve the UI. With VBCS, the look and feel of the application can be completely transformed. For example, Oracle CX Sales has been implemented for Ferrari, a top automotive industry player."

"They could provide more integrated AI features as part of the platform rather than as a separate offering."

"The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes."

"Support is very poor."

"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."

"The interface of Oracle CX Sales could be more user-friendly."

"The tool must allow developers to check logs."

More Oracle CX Sales cons

"The pricing of the solution can be made cheaper."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"The product's high price is an area of concern where improvements are required."

"The documentation could be improved."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"I would like to add some bot features."

"The solution's integration with the main ERP is a little cumbersome."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"It's expensive, but worth the money."

"The price is reasonable."

"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."

"The product pricing is reasonable compared to other solutions in the market."

"The product is pricey."

"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."

"The solution is reasonably priced compared to other tools."

"The solution is priced at 50 dollars a month per user."

"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."

"The price of the solution depends on how many users need access to it"

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Manufacturing Company

17%

Computer Software Company

12%

Financial Services Firm

10%

University

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle CX Sales?

The integration with other systems is easy.

See all answers

What is your experience regarding pricing and costs for Oracle CX Sales?

Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.

See all answers

What needs improvement with Oracle CX Sales?

The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...

See all answers

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

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

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

See all answers

Comparisons

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 28% of the time

Salesforce Sales Cloud vs Oracle CX Sales

Compared 28% of the time

Siebel CRM vs Oracle CX Sales

Compared 22% of the time

Sales Creatio vs Oracle CX Sales

Compared 10% of the time

Oracle Fusion Service vs Oracle CX Sales

Compared 7% of the time

More Oracle CX Sales Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Oracle CX Sales

August 2025

Download Oracle CX Sales product report

Buyer's Guide

Salesforce Service Cloud

August 2025

Download Salesforce Service Cloud product report

Also Known As

Oracle Sales Cloud

Service Cloud

Overview

Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and adaptive intelligence • A customer data management system to ensure clean, consolidated and complete customer information. With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

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

Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.

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

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