We performed a comparison between Oracle Fusion Service and Salesforce Service Cloud 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."The most valuable feature of the solution is that customers can easily understand it."
"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."
"Stable and scalable with good technical support."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"The solution changes the way clients work to make it easier and faster."
"The solution is completely cloud-based and very easy to access from anywhere."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The complexity of the solution is very less."
"The interface is quite user-friendly."
"The vendor must provide a user-friendly mobile application."
"The product must provide modules for operations management."
"Oracle Service Cloud could improve the integration for older platforms."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The product's option to upload payroll data doesn't work seamlessly."
"Lacks the ability to deploy custom code for customization."
"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."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"There is room for improvement in pricing."
"The main concern for me revolves around the speed of certain integrations."
"The pricing of the solution can be made cheaper."
"Salesforce Service Cloud's report functionality could be improved."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The pricing for what Salesforce Service Cloud offers is not great."
Oracle Fusion Service is ranked 5th in CRM Customer Engagement Centers with 29 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Oracle Fusion Service is rated 8.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Pega CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and SAP Service Cloud. See our Oracle Fusion Service vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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