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Oracle Fusion Service vs Salesforce Service Cloud comparison

Oracle and Salesforce are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #4 with an average rating of 8.3, while Salesforce is ranked #2 with an average rating of 8.3. Oracle holds a 7.5% mindshare in CCEC, compared to Salesforce’s 16.8% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
Oracle Fusion Service
Read 33 Oracle Fusion Service reviews
  • 1,279 Views
  • 294 Comparison Views
91% willing to recommend
Salesforce Service Cloud
Read 55 Salesforce Service Cloud reviews
  • 1,451 Views
  • 508 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Oracle Fusion Service and Salesforce Service Cloud are key players in the service cloud market. Salesforce Service Cloud seems to have the upper hand due to its superior features despite the higher price.

Features: Oracle Fusion Service provides a cloud-based solution that enhances business operations through valuable applications. Salesforce Service Cloud stands out with comprehensive case management, powerful automation, and seamless integrations, offering easy customization and robust features.

Room for Improvement: Oracle Fusion Service needs better documentation and a simplified interface for enhanced user experience. Salesforce Service Cloud users desire more advanced knowledge management, improved reporting capabilities, and competitive pricing. Both platforms should improve mobile applications and email integration.

Ease of Deployment and Customer Service: Both platforms primarily operate on the public cloud and offer reliable customer support. Oracle Fusion Service also supports private and hybrid cloud deployments for more flexibility. Users find Salesforce's customer service efficient but note improvements are needed in technical support response times. Oracle Service Cloud portal and support lines are accessible to users.

Pricing and ROI: Oracle Fusion Service is often considered expensive but has a flexible pricing model related to usage. Salesforce Service Cloud charges a higher price but provides substantial out-of-the-box functionality. Both platforms have potential for significant ROI; Oracle is noted for process efficiency and cost savings, while Salesforce users are advised to negotiate better pricing to consider long-term value.

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To learn more, read our detailed Oracle Fusion Service vs. Salesforce Service Cloud Report (Updated: July 2025).
Buyer's Guide
Oracle Fusion Service vs. Salesforce Service Cloud
July 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:
 

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
6.5
Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.
No quotes available
For more quotes and insights, download the Oracle Fusion Service report
Salesforce Service Cloud requires significant maintenance effort to see ROI.
For more quotes and insights, download the Salesforce Service Cloud report
 

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
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.
For more quotes and insights, download the Oracle Fusion Service 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.
Unless you have premium support, assistance is restricted.
For more quotes and insights, download the Salesforce Service Cloud report
MahaboobPasha - PeerSpot reviewerKishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

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
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.
For more quotes and insights, download the Oracle Fusion Service report
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
For more quotes and insights, download the Salesforce Service Cloud report
MahaboobPasha - PeerSpot reviewerKishor Namburu - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

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
7.9
Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.
No quotes available
For more quotes and insights, download the Oracle Fusion Service report
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
For more quotes and insights, download the Salesforce Service Cloud report
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
For more quotes and insights, download the Oracle Fusion Service report
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
For more quotes and insights, download the Salesforce Service Cloud report
Prasan Edirisinghe - PeerSpot reviewerMahaboobPasha - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerreviewer2677440 - PeerSpot reviewer
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
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.
For more quotes and insights, download the Oracle Fusion Service report
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
For more quotes and insights, download the Salesforce Service Cloud report
MahaboobPasha - PeerSpot reviewerreviewer2677440 - PeerSpot reviewerreviewer2688993 - PeerSpot reviewer
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
For more quotes and insights, download the Oracle Fusion Service report
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
For more quotes and insights, download the Salesforce Service Cloud report
MahaboobPasha - PeerSpot reviewerPrasan Edirisinghe - PeerSpot reviewerreviewer2688993 - PeerSpot reviewerMARIA PILAR CANDA - PeerSpot reviewerreviewer2677440 - PeerSpot reviewer
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
4th
Average Rating
8.6
Reviews Sentiment
7.0
Number of Reviews
33
Ranking in other categories
CRM (10th), Marketing Management (7th)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.5%, up from 7.4% compared to the previous year. The mindshare of Salesforce Service Cloud is 16.8%, up from 15.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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.
Read full review
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.
Read full review
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Top Industries

By visitors reading reviews
Manufacturing Company
13%
Government
8%
Financial Services Firm
8%
Healthcare Company
8%
Financial Services Firm
15%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Oracle Service Cloud?
The solution is easy to learn.
See all answers
What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
See all answers
What is your primary use case for Oracle Service Cloud?
I mainly use the solution for RTCRN.
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?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
See all answers
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
See all answers
 

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Compared 8% of the time
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Compared 18% of the time
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Compared 16% of the time
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Compared 8% of the time
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Compared 7% of the time
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Compared 6% of the time
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Product Reports

Buyer's Guide
Oracle Fusion Service
July 2025
Oracle Fusion Service reportDownload Oracle Fusion Service product report
Buyer's Guide
Salesforce Service Cloud
July 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Service Cloud
 

Overview

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.
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

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.
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
Buyer's Guide
Oracle Fusion Service vs. Salesforce Service Cloud
July 2025
Free Report: Oracle Fusion Service vs. Salesforce Service Cloud
Find out what your peers are saying about Oracle Fusion Service vs. Salesforce Service Cloud and other solutions. Updated: July 2025.
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