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Oracle Fusion Service vs ServiceNow Customer Service Management comparison

Oracle and ServiceNow are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while ServiceNow is ranked #4 with an average rating of 8.4. Oracle holds a 7.7% mindshare in CCEC, compared to ServiceNow’s 10.4% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.
Oracle Fusion Service
Read 33 Oracle Fusion Service reviews
  • 388 Views
  • 164 Comparison Views
91% willing to recommend
ServiceNow Customer Service...
Read 14 ServiceNow Customer Service Management reviews
  • 553 Views
  • 144 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Oracle Fusion Service and ServiceNow Customer Service Management 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.

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To learn more, read our detailed Oracle Fusion Service vs. ServiceNow Customer Service Management Report (Updated: April 2025).
Buyer's Guide
Oracle Fusion Service vs. ServiceNow Customer Service Management
April 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
6.7
Organizations achieve ROI with ServiceNow CSM by streamlining processes, reducing costs, and aligning with business goals for improved efficiency.
 

Customer Service

Sentiment score
7.6
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
7.1
ServiceNow's customer service is praised for responsiveness and multilingual support, with some delays in lower packages.
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
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
For more quotes and insights, download the ServiceNow Customer Service Management report
MahaboobPasha - PeerSpot reviewerArvind Mehrotra - PeerSpot reviewer
AG
 

Scalability Issues

Sentiment score
8.2
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Sentiment score
8.5
ServiceNow Customer Service Management is praised for scalability, customization, and efficient self-service, enhancing business operations without extra costs.
Initially, we had ten ERPs, and I have added more since.
For more quotes and insights, download the Oracle Fusion Service report
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
The solution is scalable and offers high scalability as new features are added regularly.
Scalability can lead to performance issues.
For more quotes and insights, download the ServiceNow Customer Service Management report
MahaboobPasha - PeerSpot reviewer
AG
MS
Arvind Mehrotra - 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
8.3
ServiceNow Customer Service Management is stable, efficiently handles high traffic, yet customization limitations and portal issues can occasionally arise.
No quotes available
For more quotes and insights, download the Oracle Fusion Service report
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
Overall, it is very stable aside from these issues.
For more quotes and insights, download the ServiceNow Customer Service Management report
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
ServiceNow Customer Service needs improved customization, integration, AI features, pricing flexibility, and easier report downloading and upgrades.
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
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.
For more quotes and insights, download the ServiceNow Customer Service Management report
Prasan Edirisinghe - PeerSpot reviewerMahaboobPasha - PeerSpot reviewer
MS
Arvind Mehrotra - PeerSpot reviewer
AG
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
ServiceNow Customer Service Management is costly but valued for efficiency, with premium pricing potentially unsuitable for smaller businesses.
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
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
For more quotes and insights, download the ServiceNow Customer Service Management report
MahaboobPasha - PeerSpot reviewer
MS
AG
AP
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
ServiceNow CSM offers powerful workflow and integration, enhancing service delivery with automation and AI on a flexible platform.
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
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system.
It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent.
Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
For more quotes and insights, download the ServiceNow Customer Service Management report
MahaboobPasha - PeerSpot reviewerPrasan Edirisinghe - PeerSpot reviewer
MS
Arvind Mehrotra - PeerSpot reviewer
AG
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
Ranking in other categories
CRM (10th), Marketing Management (7th)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
4th
Average Rating
8.2
Reviews Sentiment
7.7
Number of Reviews
14
Ranking in other categories
Customer Experience Management (2nd)
 

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.7%, down from 7.8% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 10.4%, up from 3.7% 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
Arvind Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
Read full review
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Top Industries

By visitors reading reviews
Educational Organization
72%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
3%
Educational Organization
21%
Financial Services Firm
9%
Computer Software Company
9%
Manufacturing Company
7%
 

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 do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
See all answers
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.
See all answers
What needs improvement with ServiceNow Customer Service Management?
Sometimes ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) lags, meaning the speed is low or there is a delay in operations. These are the areas n...
See all answers
 

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Compared 22% of the time
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Product Reports

Buyer's Guide
Oracle Fusion Service
April 2025
Oracle Fusion Service reportDownload Oracle Fusion Service product report
Buyer's Guide
ServiceNow Customer Service Management
April 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
 

Also Known As

Oracle Service Cloud, Oracle RightNow
ServiceNow CSM
 

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

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow
 

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.
Siemens Healthineers, SAP SuccessFactors, Asurion
Buyer's Guide
Oracle Fusion Service vs. ServiceNow Customer Service Management
April 2025
Free Report: Oracle Fusion Service vs. ServiceNow Customer Service Management
Find out what your peers are saying about Oracle Fusion Service vs. ServiceNow Customer Service Management and other solutions. Updated: April 2025.
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See our Oracle Fusion Service vs. ServiceNow Customer Service Management report.
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