Oracle Fusion Service vs Salesforce Service Cloud vs Zendesk comparison

Read 60 Zendesk reviews

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170 Comparison Views

93% willing to recommend

Oracle Fusion Service

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Oracle Fusion Service, Salesforce Service Cloud, and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: June 2025).

CRM Customer Engagement Centers

June 2025

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Helped 858,649 peers since 2012

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

7.5

Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.

Sentiment score

7.3

Zendesk offers cost efficiency and improved productivity, with ROI influenced by alignment with operational needs and process integration.

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

Lead Solutions Architect at a financial services firm with 11-50 employees

No quotes available

For more quotes and insights, download the Zendesk report

Customer Service

Sentiment score

7.4

Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.

Sentiment score

7.2

Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.

Sentiment score

7.0

Zendesk receives praise for responsiveness and ease of use, but some users desire better chat features and human interaction.

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

Solutions Architect at Western Digital

Unless you have premium support, assistance is restricted.

For more quotes and insights, download the Salesforce Service Cloud report

Lead Solutions Architect at a financial services firm with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

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

8.2

Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.

Sentiment score

7.5

Zendesk is praised for scalability and customization, although some face initial setup challenges and structural integration issues.

Initially, we had ten ERPs, and I have added more since.

For more quotes and insights, download the Oracle Fusion Service report

Solutions Architect at Western Digital

Nobody can compete with Salesforce Service Cloud's scalability.

For more quotes and insights, download the Salesforce Service Cloud report

Lead Solutions Architect at a financial services firm with 11-50 employees

Zendesk can scale from very small companies to very large ones.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

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

8.2

Salesforce Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.

Sentiment score

7.9

Zendesk is stable with minimal downtimes, reliable performance, occasional minor issues, and high reliability ratings, especially for smaller businesses.

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

Lead Solutions Architect at a financial services firm with 11-50 employees

The stability has been quite reliable.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.

Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.

Zendesk faces challenges with data management, flexibility, integration, user-friendliness, and customer communication, while users are dissatisfied with support and pricing.

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

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

Solutions Architect at Western Digital

Salesforce Service Cloud should focus on simplification.

For more quotes and insights, download the Salesforce Service Cloud report

Lead Solutions Architect at a financial services firm with 11-50 employees

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

There could be improvements in integration, which can be achieved with APIs or tools like Zapier.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.

Salesforce Service Cloud offers flexible pricing that can be expensive; negotiation can help optimize costs for enterprises.

Enterprise buyers find Zendesk's pricing high but valuable, with costs varying by agent count and business needs for tailored solutions.

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

Solutions Architect at Western Digital

Salesforce Service Cloud is expensive.

For more quotes and insights, download the Salesforce Service Cloud report

Lead Solutions Architect at a financial services firm with 11-50 employees

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

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

It is not the cheapest solution nor the most expensive, but it provides value for money.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.

Salesforce Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.

Zendesk offers user-friendly ticket management, seamless integrations, multi-channel support, and robust security for efficient and productive customer service.

There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.

For more quotes and insights, download the Oracle Fusion Service report

Solutions Architect at Western Digital

There is also a focus on maintaining efficiency, and it is a significant time saver.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

Application Owner at a government with 1,001-5,000 employees

Salesforce Service Cloud offers pre-built packages that are best in class.

For more quotes and insights, download the Salesforce Service Cloud report

Lead Solutions Architect at a financial services firm with 11-50 employees

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Mindshare comparison

As of June 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.8%, up from 7.7% compared to the previous year. The mindshare of Salesforce Service Cloud is 18.1%, up from 15.8% compared to the previous year. The mindshare of Zendesk is 7.1%, down from 9.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

Solutions Architect at Western Digital

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

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Automating customer support with advanced AI capabilities and seamless communication

CEO at Etcetera Networks

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Read full review

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Top Industries

By visitors reading reviews

Educational Organization

55%

Financial Services Firm

Computer Software Company

Manufacturing Company

Financial Services Firm

18%

Computer Software Company

13%

Manufacturing Company

Educational Organization

Computer Software Company

24%

Educational Organization

Financial Services Firm

Manufacturing Company

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.

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

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 pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products...

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, ...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for mo...

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-r...

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Compared 6% of the time

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Compared 15% of the time

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Compared 6% of the time

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Compared 6% of the time

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Compared 6% of the time

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Compared 5% of the time

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Product Reports

Download Oracle Fusion Service product report

Oracle Fusion Service

June 2025

Download Salesforce Service Cloud product report

Salesforce Service Cloud

May 2025

Download Zendesk product report

May 2025

Also Known As

Oracle Service Cloud, Oracle RightNow

Service Cloud

Zendesk Support, Zendesk Guide, Zendesk Sell

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber