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Oracle B2B Service

Oracle B2B Service helps improve visibility and collaboration between sales and service teams throughout the lead-to-renewal cycle. This integrated service solution enhances communication and differentiates customer service experiences.

Explore Oracle B2B Service

Digital customer self-service

Offer flexible, immediate customer service, with a human touch, across a wide variety of digital channels. Provide a range of self-service options so your customers can easily help themselves—getting the answers and information they need in a manner that best suits their needs.

Oracle Digital Assistant

Offer the instant responses customers value through a conversational, AI-driven chatbot interface.

Proactive web inlays

Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.

Live chat

Build better customer relationships with highly configurable and easily deployed chat rules, offering your customers the option to chat with a service agent at any time.

Video chat

Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.


Provide a continuous experience every time customers interacts with you. All context/history carries over so that customers avoid the frustration of repeating themselves each time they reach out regarding the same topic, issue, or question. Customer service agents are able to respond through the customer’s preferred messaging channel—no matter how complex or long-running the service issue.

Engagement engine

Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.


Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.

Live experience

Tap existing mobile and web apps to capture and analyze data across all digital interaction points. Feed customer service agents the insights needed to provide the highest level of service.

Customer service solution for your contact center

Give your contact center agents easy access to account-specific details via a consolidated, scrollable conversation thread that mimics the popular consumer apps they use every day. Manage service requests from multiple channels and collaborate with larger account teams—all from this unified and easy-to-use interface.

Complete service management

Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.

Omnichannel framework

Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.

360-degree customer view

Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.

Workload management

Using information provided in the initial interaction, automatically route customer requests to the most appropriate customer service agent—or chatbot—based on your established requirements and business rules.

Agent knowledge

Deliver knowledge that call center agents can use to quickly resolve customer issues. A unified and conversational activity feed works like familiar web and social media apps, proactively surfacing the most relevant information and reducing the time spent searching for answers.

Real-time insights

Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.

Collaboration tools

Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing much-needed historical context to all interactions.

Advanced knowledge management

Efficiently provide the right answer at the right time with comprehensive, intuitive, knowledge management capabilities, including advanced natural language processing (NLP) search, flexible, easy-to-use content authoring, editing, and publishing tools, comprehensive analytics, and a variety of self-service and agent-facing knowledge applications.

Knowledge article creation

Quickly create knowledge articles and deliver the best, most up-to-date answers with an easy-to-use authoring tool and rich media support.

Intelligent, contextual search

Go beyond static FAQs with search functionality that proactively recommends answers based on the service request. Advanced natural language processing (NLP) surfaces and prominently displays the most relevant knowledge article.

Global knowledge and language management

Provide global users with a seamless experience, no matter their language of choice. Easily translate articles across multiple touchpoints with side-by-side translation comparisons.

Powerful native integrations

Configure, deploy, and integrate with Oracle Digital Assistant to seamlessly search for existing knowledge articles. No additional coding required.

Intelligent Advisor—advice and decision automation

Tailor your support and advice throughout the customer service experience. Provide a new level of automated, personalized advice, with detailed analytics for full understanding and transparency.

Self-service advice

Provide customers with self-service capabilities for both simple and complex requests.

Advice authoring

Put the power to configure advice experiences in the hands of subject matter experts and business users.

Agent guidance

Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.

Advice analytics

Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.

Decision services

Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.

Decision compliance

Remain compliant by transparently providing, recording, and explaining all advice and decisions.

New native integrations

Configure, deploy, and integrate with Oracle Digital Assistant quickly and easily to seamlessly add Oracle Intelligent Advisor advice and decision automation capabilities—with no additional coding required.

Service monitoring for IoT-connected assets

Monitor Internet of Things (IoT)-connected assets through your contact center. Track the location, health, and utilization of your assets—in real time—reducing overall maintenance costs. Customer service agents can view assets and analytics on their console and immediately start resolving issues.

Monitor remote assets

Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.

Manage incidents automatically

See connected asset incidents in real time from your contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.

Control assets remotely

Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.

Proactive maintenance

Proactively respond by having incident data from IoT-enabled devices raise alerts in the contact center and automatically assign them to customer service agents so that they are handled.

Oracle B2B Service customer successes

View more customer successes

Customers across various industries use Oracle B2B Service to provide a differentiated customer service experience to high-value customers.

Key benefits—B2B customer service

Simplify customer service agent onboarding and reduce turnover

Reduce the time needed to get new agents up to speed with an intuitive console that mimics popular B2C consumer applications they use every day. Improve contact center productivity and reduce turnover by providing agents with accurate, contextually relevant, and comprehensive account information—all in one activity feed.

How to consumerize the B2B service agent experience

Eliminate data silos to resolve cases faster and provide consistent service across teams

Give agents access to back-office data and processes directly from their agent console to simplify the resolution of even the most complex customer cases. By consolidating CRM and back-office interactions into one searchable, scrollable conversation thread, your agents can deliver consistent, relevant customer service experiences.

How to offer consistent, connected customer service

Learn more about CRM and back-office connectivity

Harness the power of collaborative problem solving

Solve problems faster by providing agents with integrated collaboration tools that support messaging, video chat, file sharing, and more. Messages are appended directly into the console’s activity feed so agents can see the full historical context of a particular engagement.

Learn how B2B customer service excellence depends on collaboration

Strengthen and retain high-value relationships

Build key customer relationships by offering superior customer service with various options—digital self-service or agent-assisted customer service on the channel of choice.

How to provide intelligent service to high-value accounts (PDF)

How to best blend self-service and agent-assisted service

Unify the customer service experience—for both agent and customer

Deliver a seamless customer service experience for even the most complex cases that require multiple agents or cross-departmental resources to resolve, improving customer satisfaction and boosting loyalty.

Learn more about uniform customer service experiences with B2B service

Oracle B2B Service pricing

Oracle Sales and Service Standard Edition

All-in-one sales and support allows your reps to stay connected on high-value accounts with the ability to create service requests and share statuses across teams. This complete sales force automation solution includes incentive compensation management, customer data management, and basic service request management so your sales teams can effectively sell to, and service their customers.

Ideal for:
  • Enterprise sales teams
  • Dedicated B2B account teams

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Oracle Sales and Service Enterprise Edition

Empower your enterprise sales and service teams to work collaboratively and deliver superior customer experiences with robust functionality including a unified agent desktop, knowledge management, sales force automation, and sales performance management. Prebuilt connections to sales planning, CPQ, subscription management, and marketing enable you to deliver high touch, personalized service during every customer interaction.

Ideal for:
  • Enterprise B2B or high-touch service teams
  • Enterprise sales teams
  • Channel sales programs

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Oracle Sales and Service Premium Edition

Tailor the sales and customer service experience with data models, user experiences, and process flows designed specifically for your industry. Includes advanced features such as sales contracts, business plans, chat, and cobrowse.

Ideal for:
  • Industry-specific use cases

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For additional pricing information, contact us. Minimum of 10 users.

April 28, 2022

The most common challenges in customer experience strategy

Nicola Fairhead, Content Marketing Specialist, Oracle Advertising and CX

In May 2020, a survey by Qualtrics XM Institute revealed that a monumental 94% of US consumers over 18 said they were "very likely" to buy from businesses with "very good CX." This trend held across industries—from banking to choosing a streaming service.

With that in mind, let’s explore some of the latest research on CX strategy–and what’s holding many businesses back.

Read the blog

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Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.



Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle B2B Service. You'll find all of these resources and more in the Oracle Help Center.

Additional documentation and tutorials

Cloud learning

Develop your CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

Customer Community

Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales, marketing, and service cloud solutions—directly to Oracle development.

CX Cloud marketplace

Oracle Cloud Marketplace

Power innovation with Oracle’s partner applications and services. Find the most comprehensive list of sales, service, and marketing cloud applications in the Oracle Cloud Marketplace.

Best Practices

Customer service best practices

Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities through a contact center with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.

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