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Oracle Fusion Service vs Salesforce Sales Cloud 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:
 

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
6.7
Salesforce Sales Cloud boosts data visibility, efficiency, team collaboration, and productivity, enhancing nonprofits' fundraising and grant competitiveness.
Sentiment score
6.5
Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.
Salesforce Sales Cloud is a fantastic tool but requires disciplined data entry by sales personnel and operations teams to maintain data quality.
We are not just implementing Salesforce Sales Cloud; we need to understand what the customer wants to achieve in 5 to 10 years.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
6.0
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
7.0
Salesforce Sales Cloud's support is efficient and helpful when paid, but free support is slow and basic.
Sentiment score
5.6
Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.
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.
Support requires a subscription and when taken, the service is pretty nice.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
 

Scalability Issues

Sentiment score
8.3
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Sentiment score
7.7
Salesforce Sales Cloud is scalable and adaptable across organizations but faces challenges with performance and licensing impact on scalability.
Sentiment score
8.1
Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.
Initially, we had ten ERPs, and I have added more since.
Salesforce is highly scalable and operates efficiently.
Salesforce Sales Cloud is totally cloud native, requiring no additional effort for scalability.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
 

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
8.1
Salesforce Sales Cloud is stable and reliable, with high ratings, minor issues from configuration, and occasional performance slowdowns with large datasets.
Sentiment score
7.9
Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.
Salesforce Sales Cloud is very stable.
I have not experienced any degradation in Salesforce's performance.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Salesforce Sales Cloud is complex and expensive, with user interface, integration, scalability, and customization challenges impacting usability.
Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
Compared to AWS, it is slower, which could be a hindrance.
With today's generative AI capabilities like ChatGPT, it should be possible to directly communicate with the software rather than navigating through the entire system manually.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
Salesforce Sales Cloud is costly but valued for ROI, with pricing varying by edition and negotiable for discounts.
Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
Without negotiation, costs can become expensive.
This happened for the first time because of the new CEO, Arundhati, who revolutionized pricing strategies, allowing discounts of 60-70% for Salesforce Sales Cloud in India.
I would rate the price for Salesforce Sales Cloud as a three, where one is a high price.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
Salesforce Sales Cloud enhances sales efficiency with customization, integration, automation, and analytics, appealing to organizations seeking seamless processes.
Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
There is also a focus on maintaining efficiency, and it is a significant time saver.
Its easy-to-navigate interface aids in delivering clear vision and organization, especially for sales and business management.
The Einstein Analytics and the inbuilt reporting are very useful for keeping track of pipeline movement.
The biggest benefit of the Salesforce Sales Cloud is a centralized point, a centralized source of truth for customer-related information; you centralize all the information in a single database, and that's the biggest benefit.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
 

Mindshare comparison

CRM Market Share Distribution
ProductMarket Share (%)
Oracle Fusion Service0.8%
Microsoft Dynamics CRM4.5%
SAP CRM4.1%
Other90.6%
CRM
CRM Market Share Distribution
ProductMarket Share (%)
Salesforce Sales Cloud3.7%
Microsoft Dynamics CRM4.5%
SAP CRM4.1%
Other87.7%
CRM
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud13.7%
Microsoft Dynamics CRM19.1%
ServiceNow Customer Service Management9.3%
Other57.900000000000006%
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.
Kamal Deep - PeerSpot reviewer
Experience exceptional project enhancements and seamless automation integration
Salesforce Sales Cloud itself is a wonderful solution, and there are two different versions: Lightning and classic. The Lightning version is a new generation version compatible with any mobile device, whether it's a phone, iPad, or any size of screen. The reporting and analytics functionalities, especially with the Einstein feature, are wonderful because it allows for analysis of data regarding your opportunity pipeline, giving insight into how long it will take to close deals. This gives a great understanding of running different levels of campaigns and defining smart workflows, where if one task is done, the other task can automatically get created and assigned to different team members. This flexibility is a key benefit of Salesforce Sales Cloud. Lead management is a great feature in Salesforce Sales Cloud because if you go for enterprise and above licenses, you can define different record types. For example, if one company is into two different businesses such as real estate and car reselling, both being opposite, this can be defined in Salesforce Sales Cloud, allowing for different workflows, fields, and mechanisms that do not affect each other's operations. The predictive insight feature known as forecasting is a very old feature of Salesforce Sales Cloud, giving predictions based on your pipeline and previous opportunity closings. The new Einstein analytics feature is more advanced and is enabled with AI, providing better forecasting based on your current pipeline. Salesforce Sales Cloud is working smartly with AI to help close more deals based on opportunity stages, trends, and industries, advising on the steps to take next. Lead generation is the most important thing because every sale starts from the lead. At the lead level, different stages and resources can be defined. You can capture leads from various resources, with Salesforce Sales Cloud offering a web-to-lead feature and integrations with LinkedIn to fetch data. Once a lead is qualified and converted into opportunities, there are stages with percentages, and workflows can help in easily closing deals.
MARIA PILAR CANDA - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Financial Services Firm
11%
Healthcare Company
8%
University
8%
Computer Software Company
11%
Financial Services Firm
9%
Manufacturing Company
9%
University
6%
Financial Services Firm
15%
Performing Arts
9%
Manufacturing Company
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise6
Large Enterprise20
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise26
Large Enterprise40
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise13
Large Enterprise24
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
What do you like most about Salesforce Sales Cloud?
The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.
What needs improvement with Salesforce Sales Cloud?
From a customer perspective, it's a very stable system, and people are used to its functionalities, good and bad. Imp...
What is your primary use case for Salesforce Sales Cloud?
For managing two different things, I'm managing some sales pipeline, the pipeline of sales of some products, and also...
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.
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized compa...
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 t...
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Sales Cloud, SFDC, Salesforce
Service Cloud
 

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.
Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
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: September 2025.
868,288 professionals have used our research since 2012.