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Oracle Fusion Service vs WORKetc comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM
12th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
CRM Customer Engagement Centers (4th), Marketing Management (6th)
WORKetc
Ranking in CRM
51st
Average Rating
8.6
Reviews Sentiment
7.5
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2026, in the CRM category, the mindshare of Oracle Fusion Service is 1.3%, up from 0.8% compared to the previous year. The mindshare of WORKetc is 0.6%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
Oracle Fusion Service1.3%
WORKetc0.6%
Other98.1%
CRM
 

Featured Reviews

Dhivakar I - PeerSpot reviewer
Consultant at Deloitte
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.
it_user633570 - PeerSpot reviewer
Executive Manager at a construction company
The project and task management features are valuable.
Project and task management Finance and bill management CRM We use it as a team management tool and online service for billing and finance management, and contact management as well. We are waiting for a new UI design, and also I think that not having a mobile version is a weakness. I think I…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"The solution is easy to learn."
"Customer service is very good and technical support is very good, especially once you learn the right language to get your requests heard."
"This is an excellent product; the development team at Oracle is constantly creating new better versions, and this product is an excellent application for customer service - dynamic knowledge management, ticket management, robust analytics and can be administered by a business analyst!!"
"There is also a focus on maintaining efficiency, and it is a significant time saver."
"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."
"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
"We implemented Oracle Service Cloud for a building management company, and they were very happy as their customers were able to call, chat and email their issues and these were closely monitored and tracked regularly for resolution."
"WORKetc is a great tool; complex and useful; maybe even too complex with a lot of customized options."
"Creating a streamlined process from sales through to completion of projects has made an immense difference to our operations."
"It is deceptively simple but remarkably powerful."
 

Cons

"Oracle has to work on the interface for this solution. The user experience has to be much better."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)"
"I think it is really good as it is but the chat routing could use some improvements."
"There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system)."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"It just feels that the current UI is a bit old school."
"The UI needs to move forward to a refreshed version but this is in the works."
"We are waiting for a new UI design, and also I think that not having a mobile version is a weakness."
 

Pricing and Cost Advice

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"The product has average pricing."
"There are no extra licenses, everything is included in the subscription, and the price is fixed."
"Oracle Fusion Service is a cheap and flexible solution."
"Licensing fees are on the higher end and I rate them an eight out of ten."
"Oracle Fusion Service is more expensive than Workday."
"This is definitely an expensive product compared to others on the market."
"The tool is reasonably priced."
Information not available
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Top Industries

By visitors reading reviews
Construction Company
14%
Comms Service Provider
10%
Outsourcing Company
9%
Financial Services Firm
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise6
Large Enterprise22
No data available
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We ...
What is your primary use case for Oracle Service Cloud?
The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.
What is your experience regarding pricing and costs for Oracle Service Cloud?
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive, whereas for the Gulf, it's almost no cost because they can pay. So I can't definitively say it's high...
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Also Known As

Oracle Service Cloud, Oracle RightNow
No data available
 

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.
Information Not Available
Find out what your peers are saying about Oracle Fusion Service vs. WORKetc and other solutions. Updated: September 2026.
914,938 professionals have used our research since 2012.