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."Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The solution changes the way clients work to make it easier and faster."
"Everything is managed by Oracle, so they have security in place."
"The solution is easy to learn."
"Stable and scalable with good technical support."
"Oracle Service Cloud could improve the integration for older platforms."
"The service management features are valuable."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"It is a stable product."
"The product's initial setup phase was straightforward."
"The complexity of the solution is very less."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"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's a cloud tool, so it is easy to set up."
"The solution’s reporting could be improved."
"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."
"The vendor must provide a user-friendly mobile application."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The UI experience needs refinement to enhance user-friendliness."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"The main concern for me revolves around the speed of certain integrations."
"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 documentation could be improved."
"The product's high price is an area of concern where improvements are required."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
Oracle Fusion Service is ranked 5th in CRM Customer Engagement Centers with 29 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Oracle Fusion Service is rated 8.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Pega CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and SAP Service Cloud. See our Oracle Fusion Service vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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.