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 solution is easy to learn."
"The solution changes the way clients work to make it easier and faster."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Everything is managed by Oracle, so they have security in place."
"The most valuable feature of the solution is that customers can easily understand it."
"Stable and scalable with good technical support."
"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."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"There is an out-of-the-box feature for reporting and analytics"
"The complexity of the solution is very less."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"The plug-ins that work with other standard systems have made the product industry-ready."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The solution’s reporting could be improved."
"The user experience has to be much better."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"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."
"The product must provide modules for operations management."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The solution’s user interface could be improved and enhanced."
"The product's high price is an area of concern where improvements are required."
"The governor limits are a troubling feature of Salesforce"
"The pricing for what Salesforce Service Cloud offers is not great."
"The main concern for me revolves around the speed of certain integrations."
"Salesforce Service Cloud's report functionality could be improved."
"The documentation could be improved."
Oracle Fusion Service is ranked 3rd in CRM Customer Engagement Centers with 30 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 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, Sales Creatio and Microsoft Dynamics CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management and Vlocity. See our Oracle Fusion Service vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
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