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Oracle B2B Service

Prioritize your top accounts and provide differentiated customer service experiences while supporting the unique needs of your B2B service organization.

Discover Oracle B2B Service in this product tour.

Advertising and CX innovations

Oracle Service innovations—A new B2B customer service experience

Revolutionize customer service with intelligent, automated solutions for both agents and customers. Stay in step with easily deployed, scalable digital customer self-service capabilities and conversational, guided agent experiences.

Explore Oracle B2B Service

Digital customer self-service

Build customer relationships and improve communication by offering a variety of self-service options along with the ability to connect directly to the right customer service agent.

Oracle Digital Assistant

Offer the instant responses your customers value with natural language, self-service experiences powered by AI-driven interfaces.

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.


Communicate with customers across a variety of social messaging platforms and SMS text.

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 to provide outstanding customer service.  Manage service requests from multiple channels and collaborate with larger account teams—all from an 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

Automatically route incoming call center and helpdesk cases to the most appropriate agent to provide high-value customers with the best resolutions.

Agent knowledge

Readily provide tailored content responses for contact center agents with a comprehensive knowledge management solution.

Real-time insights

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

Advanced knowledge management

Efficiently provide the right answer at the right time with an integrated set of knowledge management capabilities including advanced natural language processing (NLP) search, flexible content authoring 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 answers quickly with an easy-to-use authoring tool and rich media support.

Intelligent, contextual search

Go beyond static FAQs with search functionality that suggests answers based on previous interactions or service requests. Advanced natural language processing search makes it easy to find answers through natural conversations.

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.

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.

SGS logo

Oracle B2B Service customer successes

This testing, inspection, and certification company is reducing consumer risk and improving customer productivity with the help of Oracle Cloud CX applications.

Key benefits

  • Offer consistent service across teams

    Connect sales and service interactions seamlessly across the entire customer journey, allowing all customer-facing teams to better serve high-value accounts.

    Offer consistent, connected customer service

  • Strengthen and retain high-value relationships

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

    Provide intelligent service to high-value accounts (PDF)

  • Exceed customer expectations

    Effectively manage critical dates and contractual obligations with milestone, entitlement, and service level agreement (SLA) tracking to exceed your customers’ expectations.

    Blog: Deliver superior B2B service experiences

  • Maximize service visibility

    Create role-appropriate visibility for user interfaces and reporting, ensuring that you develop and nurture the right account relationships.

Key benefits


Oracle Sales & Service Standard edition

A complete sales and service solution that offers you sales forecasting, lead management, a mobile assistant, the ability to create service requests, and more!

Ideal for:
  • Enterprise Sales Teams
  • Incentive Compensation Management
  • Customer Data Management
  • Dedicated B2B Account Teams

Oracle Sales & Service Enterprise edition

Take sales and service to the next level with pre-built connections to sales planning, customer service, CPQ, Marketing, and more. Include channel partners with a full-featured Sales solution as well.

Ideal for:
  • Enterprise sales teams
  • Channel sales programs
  • Connected Sales & Marketing
  • Enterprise B2B Customer Service

Oracle Sales & Service Premium edition

Access advanced features and tailor the Sales and Service experience with data models, user experiences, and process flows designed specifically for your industry.

Ideal for:
  • Enterprise Sales Teams
  • Enterprise B2B Customer Service
  • Industry-specific use cases

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


AI and Oracle CX Cloud—The Power Behind Informed and Productive Human Interactions

Michael Basch, SVP, CX Sales, Oracle

Customer experience isn’t just an issue for B2C brands. B2B customers have the same high expectations. This transformation in how your customers interact with your brand requires you to reimagine everything, from marketing and sales strategies to service and revenue models.

Read the complete post

Featured blogs

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Cloud readiness

Release readiness

Get up to speed on the latest releases of Oracle B2B Service and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.



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 Cloud 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

CX 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.

Additional solutions you may be interested in...

Oracle Field Service

Optimized field service management

Oracle B2B Marketing

Personalized marketing automation

Oracle Sales

Much more than sales force automation

Oracle Service Logistics Cloud

Connect customer service and supply chain

Get started

Request a demo

See what Oracle Service can do for you.

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Contact sales

Talk to a team member about Oracle Service.