Compare KANA Enterprise, Salesforce Service Cloud, and Oracle Service Cloud (formerly RightNow)

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
 
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
 
Free Trial
Free Trial
Free Trial
 Request More InformationRequest More Information$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote
Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 11 reviews)
8.6
(Based on 1,314 reviews)
8.2
(Based on 51 reviews)
Ease of UseSee More
Ease of UseSee More
8.5
(Based on 11 reviews)
8.2
(Based on 1,316 reviews)
8.0
(Based on 50 reviews)
Ease of SetupSee More
Ease of SetupSee More
6.8
(Based on 7 reviews)
7.7
(Based on 577 reviews)
7.3
(Based on 36 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.0
(Based on 7 reviews)
8.1
(Based on 582 reviews)
7.5
(Based on 36 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.8
(Based on 8 reviews)
8.2
(Based on 1,157 reviews)
7.4
(Based on 46 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.0
(Based on 5 reviews)
8.5
(Based on 567 reviews)
7.4
(Based on 34 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
7.1
(Based on 11 reviews)
8.0
(Based on 1,296 reviews)
5.9
(Based on 49 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0.0%
25.3%
8.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.0%
33.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
33.8%
57.9%
 
Information Technology and Services
18.8%
Information Technology and Services
14.6%
Information Technology and Services
20.4%
 
Telecommunications
12.5%
Computer Software
14.5%
Retail
10.8%
 
Retail
12.5%
Internet
8.3%
Financial Services
6.5%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Computer Software
6.5%
 
Insurance
12.5%
Financial Services
3.4%
Pharmaceuticals
4.3%
 
Other
31.3%
Other
55.6%
Other
51.6%
Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

 
 No videos provided.

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

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Kate from G2 Crowd

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