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  2. Customer Experience

Oracle Service

Deliver intelligent, responsive service at scale with embedded AI, connected operations, and industry-specific workflows.

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Explore Oracle Service

Deliver instant answers and reduce contact volume with guided digital self-service

  • Build branded, digital-first, agentic service portals tailored to your products and customer types.
  • Provide conversational self-service with governed AI agents to guide customers and initiate preapproved resolution actions.
  • Consistently answer customer questions around the clock, across web, mobile, chat, and social messaging.

Streamline triage and resolution so service teams resolve more cases faster

  • Manage service requests, cases, and cross-channel interactions in one workspace for service representatives and supervisors.
  • Automatically triage incoming issues and assign them to the most qualified individual, autonomous agent, or escalation team.
  • Orchestrate automated end-to-end resolution by enabling autonomous agents and configuring traceability and human checkpoints.
  • Help service representatives resolve issues with next best actions, suggested responses, and knowledge lookups.
  • Track performance with built-in metrics, queues, and dashboards to identify and resolve service bottlenecks.
  • Support high-volume contact center operations across multiple products or services with consistent, centralized administration.
  • Create and maintain a single, governed knowledge base for customers, service teams, and AI.
  • Surface relevant answers and provide summarization based on context and intent.
  • Provide consistent guidance across customer self-service, assisted service, and mobile workers.
  • Maintain consistent content at scale with reusable blocks and bulk editing.
  • Drive continuous improvement by identifying high-value articles and retiring obsolete or low-performing assets.

Standardize employee support across the enterprise with a single, connected service hub

  • Manage employee requests and inquiries through structured forms to capture detail and reduce rework.
  • Create multiple help desks—each scoped to a specific department, project, or subject area. Use role-based access controls to ensure teams only manage the requests relevant to them.
  • Manage and track long-running workflows and reviews by centralizing documents, approvals, and completed tasks in a single record.
  • Streamline request routing and ownership through assignment rules and queues that provide immediate clarity on next steps.
  • Use one knowledge base for consistent answers and policy guidance across employees and support staff.
  • Enable supervisors to monitor volumes, bottlenecks, and trends to refine policies, staffing, and workflows.
  • Store all conversations, documents, and decisions with the case, simplifying audits and handoffs.
  • Keep employees informed of progress with notifications, reducing status inquiries and uncertainty.

Optimize field operations with connected scheduling, dispatch, and execution

  • Automatically schedule and dispatch mobile workers and continuously reoptimize resource allocation based on skills, location, and availability.
  • Provide mobile workers with guided workflows, parts visibility, and entitlements through an offline-capable, native mobile app that supports Apple CarPlay and Android Auto.
  • Gain real-time visibility into global resource allocation, mobile worker performance analytics, and operational bottlenecks to drive continuous improvement.
  • Give customers access to book or reschedule appointments online, see real-time status updates, and track mobile worker arrivals on a map.
  • Allow business users to configure workflows and scheduling requirements for their unique business needs using easy-to-use, low-code tools.

Oracle Service customer successes

Companies across all industries use Oracle Service to deliver differentiated and meaningful customer service experiences.

Why choose Oracle Service?

Embedded AI designed for real work

Oracle’s AI agents are built into the service flow, triaging requests, drafting responses, generating knowledge, and automating outcomes across channels.

Unified data across every service touchpoint

From digital self-service to field operations, Oracle connects customer, asset, and operational data on a common platform. No integration patchwork required.

Redwood user experience for service teams

Agents, dispatchers, and technicians work in intuitive, role-based workspaces that surface what matters, when it matters—without context switching.

Cross-functional service execution at scale

Oracle Service is part of the Fusion Cloud Applications suite, connecting service operations with ERP, supply chain, and project data to deliver full-lifecycle support.

Resources

Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your 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.

Overview and demos

Documentation

Documentation

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

Additional information

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.

More learning resources

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 cloud, marketing cloud, and service cloud solutions—directly to Oracle development.

Additional information

Support and Services

Oracle Cloud Marketplace

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

Consulting and partner services

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 best practices

The Oracle Playbook series

We've compiled the secrets to our people, process, and systems strategy. And we want to share them with you.

Get the details

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* Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 October 2025. Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson.

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

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 from Oracle.