Oracle Fusion Service vs Salesforce Service Cloud vs Zendesk comparison

Read 61 Zendesk reviews

3,585 Views
287 Comparison Views

93% willing to recommend

Oracle Fusion Service

Salesforce Service Cloud

Comparison Buyer's Guide

Download the report

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 Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.

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

CRM Customer Engagement Centers

Download the complete report

Helped 867,676 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

6.5

Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.

Sentiment score

6.7

Zendesk enhances organizational efficiency and productivity, reducing costs despite licensing fees, with varied but significant financial benefits.

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

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.

Sentiment score

6.3

Zendesk excels in responsiveness and issue resolution, though reliance on documentation may delay human support replies.

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

Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Kishor Namburu

Head Of Information Technology at SAISOFT

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

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

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

8.1

Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.

Sentiment score

7.4

Zendesk scales well for various team sizes; praised for customization, integration, though challenges include data backup and departmental customization.

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

Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

Kishor Namburu

Head Of Information Technology at SAISOFT

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

The scalability of Zendesk is still in the same range as Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

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.

Sentiment score

7.7

Zendesk is stable and reliable, despite occasional outages, making it ideal for small businesses and startups globally.

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 requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.

Zendesk users face challenges with interface clumsiness, slow performance, customization, integration, and pricing, affecting overall usability and efficiency.

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

Configuring Flows in Salesforce Service Cloud is very difficult.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

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 is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.

Zendesk pricing varies, perceived as high, but offers value and flexibility; negotiation advised for larger teams to optimize costs.

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 is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.

Zendesk offers user-friendly integration, robust features, and valuable tools, enhancing efficiency and streamlining customer support processes effectively.

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 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

Usability is one of the strongest characteristics of Salesforce Service Cloud.

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Salesforce Service Cloud improved our organization with its mobile capabilities.

reviewer2677440

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

The benefits I have seen from using Zendesk include faster response times.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Mindshare comparison

As of September 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 6.2%, up from 5.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 13.7%, down from 17.5% compared to the previous year. The mindshare of Zendesk is 6.9%, down from 7.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	13.7%
Oracle Fusion Service	6.2%
Zendesk	6.9%
Other	73.2%

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

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

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, enhancing our workflows.

Read full review

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

867,676 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

11%

Financial Services Firm

10%

Healthcare Company

Computer Software Company

Financial Services Firm

16%

Manufacturing Company

Performing Arts

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	20

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

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 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...

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?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate mor...

Siebel CRM vs Oracle Fusion Service

Comparisons

Compared 16% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 9% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 8% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 7% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 7% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 22% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

IFS Cloud Platform vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs Zendesk

Compared 14% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

PagerDuty Operations Cloud vs Zendesk

Compared 5% of the time

More Zendesk Competitors

Product Reports

Oracle Fusion Service

Download Oracle Fusion Service product report

Salesforce Service Cloud

Download Salesforce Service Cloud product report

Download Zendesk product report

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

CRM Customer Engagement Centers