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Oracle Fusion Service vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 29, 2025

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
6.9
Oracle Fusion Service enhances ROI by improving customer experiences, reducing costs, and offering personalized payment models for efficiency.
Sentiment score
5.9
Organizations achieve ROI with ServiceNow CSM by streamlining processes, reducing costs, and aligning with business goals for improved efficiency.
Within CRM, I have worked on B2C service and sales extensively.
Without such tools, the business would be affected by five to ten percent in annual revenue.
 

Customer Service

Sentiment score
5.6
Oracle Fusion Service is well-rated but needs improvement in response times and staff expertise, despite effective escalation options.
Sentiment score
6.1
ServiceNow's customer service is praised for responsiveness and multilingual support, with some delays in lower packages.
Sometimes the technical support is knowledgeable and helpful.
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.
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.
 

Scalability Issues

Sentiment score
8.3
Oracle Fusion Service is highly scalable and adaptable, supporting thousands of users effortlessly with flexible licensing and cloud support.
Sentiment score
7.9
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.
Regarding scalability, the solution provides useful configurations that clients can utilize effectively.
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.
 

Stability Issues

Sentiment score
8.0
Oracle Fusion Service is praised for stability and performance, though improvements are needed in the Sandbox area.
Sentiment score
7.7
ServiceNow Customer Service Management is stable, efficiently handles high traffic, yet customization limitations and portal issues can occasionally arise.
If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.
Overall, it is very stable aside from these issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
 

Room For Improvement

Oracle Fusion Service requires better customization, UI enhancements, integration, cost-efficiency, documentation clarity, mobile development, and improved customer experience features.
ServiceNow Customer Service needs improved customization, integration, AI features, pricing flexibility, and easier report downloading and upgrades.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Simpler integration capabilities.
It is currently restricted to Groovy scripting.
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.
There should be an integration of workflows and less scripting to enhance and move the flow more efficiently.
 

Setup Cost

Oracle Fusion Service pricing is flexible but perceived as high, with varying opinions on its competitiveness and cost-effectiveness.
ServiceNow Customer Service Management is costly but valued for efficiency, with premium pricing potentially unsuitable for smaller businesses.
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
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.
 

Valuable Features

Oracle Fusion Service provides comprehensive omni-channel communication, advanced AI features, and customizable tools for seamless, scalable customer service.
ServiceNow CSM offers powerful workflow and integration, enhancing service delivery with automation and AI on a flexible platform.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.
For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.
The most valuable features are incident management and change management.
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.
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes.
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
4th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
CRM (12th), Marketing Management (7th)
ServiceNow Customer Service...
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.2
Reviews Sentiment
5.7
Number of Reviews
15
Ranking in other categories
Customer Experience Management (4th)
 

Mindshare comparison

As of October 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 6.3%, up from 5.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 9.4%, up from 5.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management9.4%
Oracle Fusion Service6.3%
Other84.3%
CRM Customer Engagement Centers
 

Featured Reviews

Dhivakar I - PeerSpot reviewer
Have faced persistent configuration issues and performance delays that slow down large workflows
From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.
Arvind  Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management 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.
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Top Industries

By visitors reading reviews
Manufacturing Company
10%
Healthcare Company
9%
Financial Services Firm
9%
Computer Software Company
7%
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise6
Large Enterprise22
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise7
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configu...
What is your primary use case for Oracle Service Cloud?
I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for ...
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 ...
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
 

Also Known As

Oracle Service Cloud, Oracle RightNow
ServiceNow CSM
 

Overview

 

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
Find out what your peers are saying about Oracle Fusion Service vs. ServiceNow Customer Service Management and other solutions. Updated: September 2025.
871,688 professionals have used our research since 2012.