Why choose Oracle Service vs. Salesforce Service Cloud?

Top five reasons to choose Oracle Service for customer service


Improve customer service efficiency

Customers turn to Oracle to automate customer service engagements using conversational messaging, or bots. Our Oracle Digital Assistant framework is currently available and natively integrated across all engagement channels1. Unlike Salesforce, our open, cloud-based platform makes it easy to deploy the bot across your enterprise and integrate with other call center apps. An advanced framework makes it easy to design enterprise skills, configure flexible dialogues, deliver Q&A support, and enable a seamless hand-off to a live agent.


Empower your customers and employees with knowledge

Stay connected and relevant by providing contextual knowledge to your customers at their moment of need, regardless of channel. Analysts and customers alike recognize Oracle for our strength in delivering deep knowledge across all engagement channels. Unlike Salesforce, which must augment basic knowledge with a third-party provider, Oracle offers robust knowledge management capabilities natively, such as intelligent search, natural language processing, machine learning, in-depth reporting, and advanced language support, as well as authoring workflow and versioning2. Oracle Knowledge Management is a critical foundational component to drive self-service and digital engagement.


Deliver personalized, consistent advice

Customers appreciate a consistent and personalized customer service experience. Unlike Salesforce, only Oracle can deliver personalized advice tailored to the customer3. Oracle Intelligent Advisor features natural language processing with adaptable decisioning, and temporal and cross-domain reasoning. Oracle offers ready-to-use industry and use-case–specific templates along with best practices. Rules are easily written by business experts to allow a faster time to market, while helping reduce costly dependencies on developer resources.


Reduce IT reliance and drive a faster time to market

Empower your agents to deliver personalized, proactive, and timely customer support. Only Oracle’s architecture provides you with a 360-degree view of customer engagements to connect service across the enterprise4. In today’s changing service market, organizations need an agile platform that will enable integration with different systems of record and communicate in real time with employees and customers. Our platform features the tools to create workflows and automate transactions. Together with Oracle Integration Cloud, customers can extend and automate experiences further to meet unique business workflows. Consistently rated as a leading strength by analysts, these tools help transfer data, seamlessly and securely, between host systems, without requiring intensive resourcing.


Deliver value and proven ROI

Our best-of-breed customer service application is functionally rich with key capabilities native to the core offering. Salesforce positions its AppExchange and partners as value-add, however, these bolt-ons, such as deep search and survey management, only serve to fill product gaps that Oracle believes should be foundational in a service solution. A more complete solution, such as Oracle Service, provides you with more features at a lower cost by eliminating the need for third-party apps and customizations code5.

Make every customer interaction matter with Oracle Service

Video: Razer: Delivering superior customer service (2:26)

Connect all of your business application data across service, marketing, sales, commerce, loyalty, finance, supply chain, and HR. With Oracle Service, your service agents can engage with customers with a complete, unified view of every customer interaction—no matter how, when, or where they engage.

React with agility to dynamic business trends and changing customer expectations. Give your service teams the tools to develop relationships and intelligently respond to your customers at the right time and across channels.

Oracle Service helps your customers find answers on your website or through a digital assistant, while also empowering your agents to anticipate and respond with knowledge and relevant customer details in their moment of need.

Move forward on the path to service excellence.

Of all the advantages of running a digital bank, the one that tops the list is using Oracle Service to place all of the information about our customers at our fingertips.

Christina Shortall Vice President of Customer Experience, Radius Bank Read the story

Oracle Service customer success stories

Leading companies around the world are choosing Oracle Service for its ability to empower them to react with agility to dynamic business trends and changing customer expectations. We have the tools to help you develop relationships and intelligently respond to your customers at their every point of need.

Oracle Service vs. Salesforce Service Cloud

Unlike Salesforce, Oracle Service is recognized for its ability to deliver omnichannel support6, offer self-service capabilities (such as chat connected to the back-end), and leverage robust knowledge management across all channels. Oracle Service offers powerful and intelligent B2B, B2C, and field service solutions that give you the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted service models. See how Oracle Service connects to relevant customer data across all lines of business, including marketing, sales, and field service, as well as the back-office, such as billing and fulfillment.

Service Capability
Oracle Service
Salesforce Service Cloud
Case management
Reporting and analytics
Intelligent advice and decisioning5
Chatbot/digital assistant1
Knowledge management2
Workflow and automation8

[1] "Analyst Commentary: Oracle Digital Assistant democratizing Oracle apps" (13 Jul 2020)

[2] Gartner MQ for CRM CEC 2020

[3] Gartner's Toolkit for Decision Management Suite Vendors

[4] Omdia Universe: Selecting a Customer Engagement Platform, 2020-21

[5] Forrester WaveTM for Customer Service Solutions (Q2 2019)

[6] Forrester WaveTM for Customer Service Solutions, Q2 2019

[7] What’s Different or Not Available in the Salesforce Mobile App?

[8] Gartner rated Oracle higher than Salesforce in Workflow and BPM support in their Critical Capabilities for CRM CEC (2020)

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences and do not represent the views of Gartner or its affiliates.

Explore Oracle Service

Discover what Oracle Service solutions can do for your business in this product tour.

Oracle is a Leader in service life cycle management

Learn why Oracle is a Leader in IDC MarketScape: WW Manufacturing Service Life Cycle Management.

See what Oracle CX can do for you

Have questions on a specific CX solution? We’re here to help.