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Customer Service for High-Value Accounts

Oracle’s B2B service solution is the underpinning for connected business service experiences, empowering companies to offer exceptional customer experiences. Streamline interactions and jump-start collaboration between multiple teams with a 360-degree view of customers throughout their journey. Flexible technology supports the unique needs of your service organization while delivering exceptional value to your customers. Support your customers through accurate and personalized responsiveness.

The Path to CX Excellence for Service

4 stages to thrive in the experience economy

Intelligent Service for Business to Business

Key success indicators for today’s service organisation.

Power an Intelligent Service strategy for a connected service experience

In the Experience Economy, journeys are nonlinear, the customer is the innovator, and experience defines value. The world has shifted to become even more focused on digital with more real-time, and more innovative service experiences. B2B culture has been slower to adapt to B2C expectations leaving organizations scrambling to devise successful strategies. Customers must now offer frictionless service engagements through multiple channels, automate, consumerise and connect processes, and streamline front and back office collaboration.

Get service essentials right

Download our four-part 2020 Guide to Customer Service for expert insights on navigating the CX strategic planning process.

Get the report

See why Oracle is a CX leader

Learn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions

Read the report

End-to-End Service Excellence Requires an End-to-End Service Platform

Learn how a digital, end-to-end solution helps address all service issues in a way that’s unified for the brand and effortless for the customer.

Read the ebook
Connect Teams

Connect Teams

Connect service interactions seamlessly across the entire customer journey, allowing your teams to better service high-value accounts.

Build Relationships

Build Relationships

Build and maintain key relationships while allowing customers to connect with service agents on the channel of their choice.

Exceed Expectations

Exceed Expectations

Surpass customer expectations. Manage critical dates and contractual obligations with milestones, entitlements, and SLA tracking.

Maximize Visibility

Maximize Visibility

Create role-appropriate visibility within the user interface and reporting for all areas of the business—ensuring that the right account relationships are developed and nurtured.

Explore B2B Service Center


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Service Issue Management

Capture and track service requests throughout the customer’s lifecycle for better, more meaningful and accurate communications.

  • Service request tracking—Easily track new and historic service requests for customers and partners with easy to access account and interaction history
  • In-context sales and service collaboration—Share account details, post internal notes, and track activities associated the customer’s service journey
  • Easy organization—Easily set up separate entitlements and milestones maintaining contractual obligations based on the customers’ needs
  • Follow-up—Compose rich text responses and add personalized context that is consistent with company branding

Digital Customer Service

Offer self-service opportunities and connect customers directly to the right service agents using digital customer service.

  • Create a digital experience with the look and feel of your existing websites across desktop and mobile using a true WYSIWYG design editor
  • Build relationships by connecting with customers on their channel of choice including telephony integration, email, cobrowse, live chat, and social
  • Digitize service anywhere with Oracle Service chat inlays and the Internet of Things (IoT) monitoring

Knowledge Management

Deliver rich knowledge interactions providing the most relevant answers from all sources across a global organization.

  • Leverage intelligent, natural language search and suggest the best answers automatically based on the customer questions
  • Offer agents detailed knowledge within the context of the service request and embed that knowledge into each of your responses
  • Control your knowledge articles by public status, brand, product, or customized groups using document control and versioning
  • Author knowledge articles in multiple languages

Engaging Customer Service

Empower agents with the right tools to provide highly engaging customer service.

  • Provide high-touch responses by allowing agents to review account specific details and access contextual knowledge within the agent experience
  • Skillfully manage service requests from multiple channels using a browser-based interface with easy-to-access service features
  • Collaborate with larger account teams by accessing a single, controlled account record
  • Stay informed on high-value customer activities including renewal cycles and critical issues

Business Intelligence

Leverage Oracle’s powerful business intelligence (BI) solutions that are embedded within Oracle CX for sales. Access more than 500 metrics and hundreds of prepackaged reports to surface actionable business insights and key performance indicators (KPIs) for your service team.

Personalized Advice

Provide the automated, personalized advice that cannot be found in knowledge articles to your customers and agents with Oracle Intelligent Advisor. With business users creating the rules, you can quickly adapt to changing customer expectations. Each path of the customer journey is tracked with detailed analytics for full transparency.

Service Logistics

Provide a phenomenal experience to your customers and teams. Oracle’s complete, out-of-the-box, end-to-end solution connects your supply chain, customer service, and field service operations.

See more information on Oracle Service Logistics Cloud.

Field Service

Empower field agents to deliver amazing face-to-face connected service experiences.

  • Use machine learning and AI to get the right person to the right place at the right time Optimize scheduling with the fastest, most efficient automation engine available
  • Proactively inform customers, teams, and coworkers about the status of appointments with predictive job alerts across channels
  • Automatically update travel time with real-time traffic and travel conditions
  • Leverage travel data from your map provider to optimize your mobile workforce

Automate Advice and Decisions

Personalised service and automated decisioning

Personalised Service & Automated Decisioning

Personalised service and automated decisioning - Building agility for financial institutions in the face of change.

Student Engagement

Leverage AI in Student Engagement

Student Engagement: Improving Student Engagement with Conversational Interfaces.

Customer Service Capabilities

Differentiate Service with Conversational Interfaces

Scaling up your customer service capabilities with conversational interfaces – along with Ronald Prasad, COO, Vodafone Fiji.

CX Blog

What’s New in Customer Service


See what's included with your monthly subscription.



  • Sales Force Automation
  • Leads and Opportunities
  • Activities, Notes, and Attachments
  • Sales Coach and Assessments
  • Mobile App
  • Email Integration
  • Sales Forecast Management
  • Analytics and Dashboard
  • Sales Performance Management
  • Territory Management
  • Digital Sales Assistant2
  • Adaptive Intelligent Apps for Sales2
  • Marketing Tools for Sales
  • Campaign Management Integration3
  • Contact Center
  • Service Request Management
  • Platform
  • Customer Data Management
  • Address Enrichment2
  • Contact and Company Enrichment2
  • Test Environment



  • Standard edition plus the features shown below
  • Sales Force Automation
  • Asset Management
  • Sales Performance Management
  • Incentive Compensation
  • Quota Management
  • Sales Planning2
  • Marketing Tools for Sales
  • Eloqua Sales Tools2
  • CPQ and Subscription
  • Quote Management2
  • Subscription Management2
  • Contact Center
  • Omnichannel Routing
  • Service Entitlement and Service-Level Agreement Milestones
  • Service Logistics4
  • Cobrowse2
  • Chat2, 6
  • IoT Service Monitoring for Connected Assets2
  • Digital Customer Service2
  • Knowledge Management
  • Add On CX Industry Choice5
  • Financial Services2
  • Communications2
  • Consumer Goods2
  • High Tech and Manufacturing2



  • Enterprise edition plus the features shown below
  • Sales Force Automation
  • Sales Contracts
  • Business Plans
  • Contact Center
  • Cobrowse
  • Chat6
  • Includes CX Industry Choice5
  • Financial Services
  • Communications
  • Consumer Goods
  • High Tech and Manufacturing
  1. Requires a minimum of 10 users.
  2. Offered as an option for an additional fee.
  3. Requires a subscription to Oracle Marketing Cloud Eloqua.
  4. Available if also licensed for Oracle Supply Chain Management Cloud and Oracle Field Service Cloud.
  5. Includes industry-specific data model, user interface, and process flows.
  6. Requires purchase of Oracle Digital Customer Service.