Compare Oracle Service Cloud (formerly RightNow) vs Salesforce Knowledge

See this comparison of Oracle Service Cloud (formerly RightNow) vs. Salesforce Knowledge based on data from user reviews. Oracle Service Cloud (formerly RightNow) rates 3.7/5 stars with 61 reviews. Salesforce Knowledge rates 3.9/5 stars with 10 reviews. Each product's score is calculated by real-time data from verified user reviews.

Meets RequirementsSee More
Meets RequirementsSee More
8.3
(Based on 53 reviews)
8.7
(Based on 7 reviews)
Ease of UseSee More
Ease of UseSee More
8.1
(Based on 52 reviews)
7.9
(Based on 7 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.3
(Based on 38 reviews)
7.9
(Based on 7 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.7
(Based on 38 reviews)
8.1
(Based on 7 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.2
(Based on 48 reviews)
8.3
(Based on 7 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.4
(Based on 36 reviews)
8.3
(Based on 7 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
6.1
(Based on 51 reviews)
7.4
(Based on 8 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
12.1%
0.0%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.2%
50.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
51.7%
50.0%
 
Information Technology and Services
26.0%
Internet
22.2%
 
Retail
10.4%
Computer Software
16.7%
 
Financial Services
6.3%
Computer & Network Security
11.1%
 
Computer Software
6.3%
Hospital & Health Care
11.1%
 
Consumer Electronics
4.2%
Insurance
11.1%
 
Other
46.9%
Other
27.8%
Most Helpful Favorable Review
Most Helpful Favorable Review
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...

G2 Crowd User in Computer & Network Security

Salesforce knowledge is very useful for companies to do self help and support for the customers, partners and employees. This saves a lot of time of internal agents and also helps time for customers. This is helpful in reducing the number of cases created.

Most Helpful Critical Review
Most Helpful Critical Review
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.

G2 Crowd User in Internet

Working with multiple languages is not easier, especially if you need to have different versions of English articles (US, UK, AU, CA, etc.). The drafting and approval processes are confusing. Often it feels like Salesforce acquired a product and just put a...

 
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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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