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Oracle Service

Oracle Service gives the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models. It offers powerful and intelligent B2B, B2C, and field solutions that allow customers to receive the service they want, when, and where they need it.

Oracle CX Service
Differentiate with a focus on digital customer service channels Differentiate with a focus on digital customer service channels

Watch the replay to learn how Exelon, a leading energy provider, uses a mix of digital channels to deliver consistent, intelligent, responsive customer service, anytime.

Quarterly Update on Innovations for Advertising and CX Quarterly Update on Innovations for Advertising and CX

See the latest innovations from Oracle Advertising and CX powering new experiences in B2B sales and service as well as marketing and customer loyalty.

Oracle Service Webinar Series Oracle Service Webinar Series

Customer service is a key driver of connected customer experiences and business value. Check out our webinar series and watch previous episodes that delve into the role and importance of customer service in an always-changing world.

Oracle Cloud CX Virtual Summit

Intelligent Service in the Experience Economy

For customer service professionals, providing a great customer experience while reducing costs is more important than ever before. Watch the Oracle Cloud CX Virtual Summit replay to see what Oracle is doing to provide you with new digital technologies and better access to data so your service teams can evolve to keep pace with customer expectations.

Why choose Oracle Service?

Offer the right service anywhere, anytime

Balance self-service and assisted service to build meaningful customer connections on their communication channels of choice. Oracle Service delivers an always-on personalized, seamless customer service so customers can engage on their terms.

Watch Oracle Service overview (1:16)
service anywhere, anytime

Automate and scale customer service

Enhance CX through AI-driven predictive service capabilities, process automation, and tailored responses designed for specific customers at their exact time of need. With Oracle Service, you can simultaneously streamline your customer service strategy, accelerate business transformation, and delight your customers.

The foundation needed to deliver great CX
Automate and scale customer service

Simplify the human side of customer service

Remove complexity in the contact center and in the field. Through unified applications, prescriptive user interfaces, and AI, Oracle Service helps your service team focus on building customer trust and delivering a better customer experience.

The key to B2B customer service excellence
human side of service

Empower your field service team

Improve the entire field service management process with an end-to-end field service solution that boosts visibility and productivity. Oracle Field Service improves customer communication, reduces no-shows, improves on-time arrival, and ensures that problems are fixed right—the first time.

Why being in the right place at the right time is critical
empower your field service

Explore Oracle Service

Deliver frictionless customer service

Provide innovative and immediate service to customers through their preferred channels. Oracle B2C Service is a set of customer service solutions that leverage AI and machine learning to help service teams rapidly complete repetitive tasks so they can focus on delivering expert, tailored customer experiences.

Featured Products

Connect your team’s view of high-value accounts

Improve visibility and collaboration between sales and customer service teams through the entire lead-to-renewal cycle. Oracle B2B Service is an integrated customer service solution that enhances communication and differentiates customer experiences

Featured Products

Provide complete field service management

Improve field service management with a set of intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. Oracle Field Service makes it possible for field workers to deliver efficient and on-time customer service experiences every time.

  • Core application
  • Mobility
  • Real-time traffic routing
  • Street-level routing
  • Collaboration
  • Capacity and quota management
  • Smart location
  • Communication
  • Where is my technician
  • Forecasting
  • Mobile plug-in framework
  • Contingent worker
  • Real-time reports and dashboards

View more customer successes

Oracle Cloud CX customer service successes

Learn how companies around the world rely on Oracle Service to deliver differentiated and meaningful customer experiences.

City of Albuquerque
Schenck Process
Thermo Fisher Scientific
Varsity Scoreboards

Payoneer provides a personalized, localized customer experience with Oracle Service


How CRM Improves Customer Service and the Customer Experience

Liz Alton, B2B Technology and Digital Marketing Writer

The terms customer service and customer experience (CX) are often confused and used as synonyms. Although they’re two different concepts, they’re related. Let’s take a deeper look into what exceptional CX looks like today, how it impacts customer service, and how you can leverage CRM and CX software to streamline and optimize your customer interactions.

Read the full post

CX customer service benefits and solutions

CX Service benefits and solutions


Cloud Readiness

Release readiness

Get up to speed on the latest releases of Oracle B2B Service and Oracle B2C 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 Service. You'll find all of these resources and more in the Oracle Help Center.

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.


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.

Support and Services

CX 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.

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.

Get started

Request a demo

See what Oracle Service can do for you.

Take a tour

Explore Service and other Cloud CX applications on your own.


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Contact sales

Talk to a team member about Oracle Service.