Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, and Oracle CRM On Demand

 
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
 $ Get a Quote$ Get a Quote$ Get a Quote$ Get a QuoteRequest More InformationRequest More Information
Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 51 reviews)
8.6
(Based on 1,308 reviews)
7.3
(Based on 41 reviews)
Ease of UseSee More
Ease of UseSee More
8.0
(Based on 50 reviews)
8.2
(Based on 1,310 reviews)
7.0
(Based on 41 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.3
(Based on 36 reviews)
7.7
(Based on 573 reviews)
6.8
(Based on 22 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.5
(Based on 36 reviews)
8.1
(Based on 579 reviews)
7.1
(Based on 24 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.4
(Based on 46 reviews)
8.2
(Based on 1,152 reviews)
6.7
(Based on 38 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.4
(Based on 34 reviews)
8.5
(Based on 563 reviews)
7.1
(Based on 21 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
5.9
(Based on 49 reviews)
8.0
(Based on 1,290 reviews)
4.5
(Based on 40 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
8.8%
25.4%
4.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
41.1%
35.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
57.9%
33.5%
59.5%
 
Information Technology and Services
20.4%
Information Technology and Services
14.6%
Information Technology and Services
12.2%
 
Retail
10.8%
Computer Software
14.6%
Computer Software
12.2%
 
Financial Services
6.5%
Internet
8.3%
Management Consulting
6.1%
 
Computer Software
6.5%
Hospital & Health Care
3.7%
Higher Education
6.1%
 
Pharmaceuticals
4.3%
Financial Services
3.4%
Computer & Network Security
6.1%
 
Other
51.6%
Other
55.5%
Other
57.1%
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 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...

Mary H.
Administrator in Building Materials

Ease of customization in most areas, intergration with outside websites is pretty easy to configure, reporting module is pretty easy to use as far as pointing and clicking to select fields needed. Easy to set up different access for different roles and I...

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 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

Kevin D.
Administrator in Computer Software

UI is old and crusty. Salesforce.com is setting the bar and OCRMOD is not rising up to the competition. Fixed number of custom objects over inflates their value. No place to load any kind of script (outside of direct javascript injections) to accomplish...

 
 

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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