--- title: Oracle Service Cloud (formerly RightNow) Reviews meta_title: 'Oracle Service Cloud (formerly RightNow) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 134 reviews by the users' company size, role or industry to find out how Oracle Service Cloud (formerly RightNow) works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 134 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Oracle Service Cloud (formerly RightNow) Reviews **Vendor:** Oracle **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 3.9/5.0 **Total Reviews:** 134 ## About Oracle Service Cloud (formerly RightNow) Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers.  OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance.. ## Oracle Service Cloud (formerly RightNow) Pros & Cons **What users like:** - Users find the **interface user-friendly** , simplifying the tracking of records and activities within Oracle Service Cloud. (2 reviews) - Users appreciate the **automation capabilities** of Oracle Service Cloud, enhancing efficiency in managing ombudsman channel processes. (1 reviews) - Users value the **digitization of ombudsman channel processes** offered by Oracle Service Cloud, enhancing efficiency and management. (1 reviews) - Users value the **digiital management of processes** with Oracle Service Cloud, enhancing efficiency in ombudsman channel handling. (1 reviews) - Users value the **efficient digitization** of channel management processes with Oracle Service Cloud, replacing outdated manual methods. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Quick Setup (1 reviews) - Time-saving (1 reviews) - Tracking (1 reviews) **What users dislike:** - Users experience **frequent bugs and errors** in Oracle Service Cloud, negatively affecting business operations. (1 reviews) - Users experience **bugs and automatic contact deletions** in Oracle Service Cloud, hindering business operations. (1 reviews) - Users face **data inconsistency** , as reports often fail to reflect the actual data accurately. (1 reviews) - Users often face challenges with **inaccurate reporting** and inadequate responses, impacting their data management experience. (1 reviews) - Users experience **delayed responses** with Oracle Service Cloud, resulting in mismatched reports and data discrepancies. (1 reviews) - Inadequate Analytics (1 reviews) - Users report **quality issues** with Oracle Service Cloud, including bugs and errors affecting their business operations. (1 reviews) - Users often face **software bugs** in Oracle Service Cloud, leading to issues like automatic contact deletions that hinder operations. (1 reviews) - Users face **software glitches** in Oracle Service Cloud, including automatic contact deletions that disrupt business operations. (1 reviews) - Technical Issues (1 reviews) ## Oracle Service Cloud (formerly RightNow) Reviews ### 1. Cuomer experience advocate **Rating:** 4.0/5.0 stars **Reviewed by:** Jeremy P. | Senior Director of Consumer & Policy Services, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Ease of use for end users; ability to track **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Need to include more advanced reporting options **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Operational efficiency ### 2. Oracle based systems experience many crashes and are not at all user friendly. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Quite literally not a darn thing. This program is the absolute worst part of my job and both sides/consoles I work with. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Again, basically everything. Too many buttons to do the same things. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Customer service, email correspondence, content creation/publication, ### 3. Oracel Service Cloud Review **Rating:** 4.5/5.0 stars **Reviewed by:** Uma H. | Customer Support Representative, Professional Training & Coaching, Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The ease and convenience of use. It's straight forward and the layout is simple. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There isn't anything I dislike with Oracle Service Cloud **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We use Oracle Service Cloud as a chat platform for our clients ### 4. Nice Platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It is easy to use and navigate. It gives a holistic view of the customer, and is easy follow and do the job! **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Sometimes it can take time to load and will crash via live chats, depending on how many are being taken. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Being able to track, follow up, and service customers in a timely fashion. ### 5. An exceptional Customer Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Keerthi K. | Oracle Service Cloud Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle RightNow CX, also known as service cloud is one the best tool available in CRM its main advantage is its look and feel which is very similar to word and excel, that are widely used throughout the world. the second is its ease of access and drag and drop functionalities which makes it easier to design. Also, continuous additions in CRM tool(upgrade in versions) are extending the functionalities and improving the customer experience as well as agent performance. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The main disadvantage is that there is no possibility to request for trial version as a normal person, but the company should satisfy some criteria to provide access to the trail version of service cloud. The second one is the system become a little bit slow while you are accessing very large and complex data or workflows. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** If you have the perfect requirement that maps with the functionalities of service cloud, go for it. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** its customer portal experience is an added advantage. Cobrowse and chat functionalities allow customers to directly interact with agents to solve their issues this increases productivity. the configuration is simple and understandable ### 6. Best experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It keeps records of all emails/chats that are had with each other customer organized and it is able to be easily adjusted to fit each business. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There isn't much to dislike about it. I do have to reset the cache sometimes to make it run faster. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It is the way customers are able to communicate with the company I work via email or by chat. As well it the company's internal messaging program between departments in the call center. ### 7. Oracle Service Cloud Implementator/Admin **Rating:** 5.0/5.0 stars **Reviewed by:** Andre S. | Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 02, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I like the fact easy to use interface and all the features and capabilities the application offers. Plus, it's all in the cloud. And the fact that it is relatively easy to implement/ configure. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I didn't like the fact that it didn't let you use Customs Objects with Business Rules, but it look s like it is something that have been addressed with latest releases. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Mainly trying to track service requests since there was nothing like that before. ### 8. Oracle Service Cloud meets the needs **Rating:** 3.5/5.0 stars **Reviewed by:** Andrew C. | Student Assisstant, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The convenience of Oracle Service Cloud helps minimize the overhead for my company **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Sometimes there is a slight lag as compared to when we used local servers **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Deployment has become a simpler process ### 9. RightNow review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Graphic Design | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2018 **What do you like best about Oracle Service Cloud (formerly RightNow)?** a system for customer service contact notes **What do you dislike about Oracle Service Cloud (formerly RightNow)?** sometimes it was difficult to find a customer or incident # **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** make sure you know what needs your business has, and if this will help **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It's nice to have notes all in one system ### 10. More limited, but lower maintenance and easier to use **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan S. | Senior Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It requires relatively low maintenance effort as compared to other products such as BMC Remedy. It's very easy to customize and configure both the agent desktop and customer portal. Much of this can be done with little to no development knowledge. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Accessing the database for advanced analytics is basically impossible. Other solutions make this much easier. That said, the out-of-the-box solution does offer a large catalog of reports. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Figure out your requirements then have a detailed discussion with the technical team at Oracle--not the sales team--to figure out if it will meet your needs. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We wanted to reduce cost per contact and have been very successful by implementing this product. Combining the web interface (customer portal) for users and chat features have enabled us to significantly reduce our phone call volume and defer those to the lower-cost channels of chat and web submissions. ### 11. Great System With Many Uses but Many Issues **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** My favorite prat of oracle right now is that you can do so much with just one application. For us, we use it for live chats, email communications from clients, and just recently, our CRM phone system. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Although Oracle allows our agents to complete many tasks within one application, the application runs extremely slow and often freezes, inhibiting workflow and reducing productivity. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Although Oracle Service Cloud allows many tasks to be completed under one application, the application runs very slow and often inhibits productivity. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Our business uses Oracle Service Cloud for live chats from clients visiting our website, email communications from clients visiting our webpage, and just recently, our five9 softphone. ### 12. It has extensive background and great tools for improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Their social web is very compact and efficient **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The integration of all apps can be a bit confusing **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I use oracle to log in to the network and be able to work remotely sometimes and service desk ### 13. Easy to use and scale **Rating:** 4.0/5.0 stars **Reviewed by:** Rajeshkumar D. | IT Platform Delivery Manager (Core Messaging Systems), Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Configuration Expanding Node configuration **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Cost Service of the support staff Technical support is so multi layered, where u can to have access to technical team easily **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Proof of concept , Usage of industry software without acquiring them ### 14. My Review **Rating:** 2.0/5.0 stars **Reviewed by:** Christine D. | Senior Application Developer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I have not found it very useful. Very sad to say. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The oracle cloud is very slow and takes two weeks to load data. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Many developers and we need an evironment to develop in. ### 15. Oracle DBA **Rating:** 3.0/5.0 stars **Reviewed by:** Naresh B. | Assistant Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The best thing I like about the cloud is the interface and easy to understand. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Although haven't explored all the options yet, would say none for now **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Maintain the service ### 16. Oracle Service Cloud - Robust Chat Platform and More **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 27, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud is a robust, sure to please chat platform with so many more capabilities, we haven't even scratched the surface! Think email marketing tied to chat tied to CRM with Knowledge base - and don't forget about their SmartAssistant VA/Chatbot technology down the road! **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Not super intuitive (seems like a developer module at times), but with some help from Oracle and third-party vendor, learning how to make it work. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Partner with 3rd-party vendor for advanced implementation. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Reporting features makes analysis of many aspects of chat program a step above the rest. Chat overall is always a success to any company, benefitting the bottom line without question. ### 17. Oracle Service Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Adriano L. | Project Coordinator, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** All the possibilities that Oracle Service Cloud provides. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** We are still looking for something to point it **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Improving our convertion rate ### 18. Okay **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I love that I can take chats through Right Now however there are some glitches **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The lag between my chats and slowness is ridiculous **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It provides my department the ability to resolve issues with customers via chat and email ### 19. Oracle Service Cloud **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It well suited for my line of business. The inventory mgmt is a good feature. I would have to use the product more extensively in order to give a better review. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** I have not come across a feature that I may that I dislike **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Self service paswd resets ### 20. Its an excellent product with lot of app/db features **Rating:** 4.0/5.0 stars **Reviewed by:** Rajesh G. | Sr. Oracle DBA at Google, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Application engineering with open source tech **What do you dislike about Oracle Service Cloud (formerly RightNow)?** 24hrs support/maintenance relational rdbms flavour **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Licensing costs ### 21. Oracle Service Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The ability to solve customer issues in one platform is truly the amazing part, many other software's require you to be logged into several applications just to solve one issue. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Constant reinstalling of the application **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Utilizing Oracle Service Cloud allows me to look up customer accounts, make changes and corrections. ### 22. Principal **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Ease of use of the knowledge base and live chat **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Should have fewer click throughs but this is just a suggestion **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** CRM ### 23. 20+ years of Oracle DBA **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Architecture & Planning | Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Customer Self- Service feature which helped us in reducing staff **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Social Customer service feature needs more improvement **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Customer Self Service Portal ### 24. Hit and Miss **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2017 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Plenty of data given for reps, great for integration of multiple services.. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Add ons sometimes do not function properly. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Our business uses this service for email, chat and phone functions. ### 25. Has many features, but lacking in dependability **Rating:** 3.0/5.0 stars **Reviewed by:** Nate T. | Support Representative, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2015 **What do you like best about Oracle Service Cloud (formerly RightNow)?** I love the ability to post images and html through the chat window. This is helpful when communicating directions to customers. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Rightnow crashes on us on a bi-weekly basis. We have a team of roughly 30 support reps using the software. It's not that large of a department, but Oracle seems to have issues with it. We had less issues with other chat systems. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Consider how many users will be utilizing the software. With 30+ reps, it can have issues, and many reps often have to restart their software in the middle of chatting with customers. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We're using it for tech support for our customers. It's easy to be able to give the customers directions in the chat. ### 26. Oracle CX - the WOW factor **Rating:** 5.0/5.0 stars **Reviewed by:** Kristi K. | Online Technologist, Education Management, Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2015 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The variety of channels available to users at very few clicks grabs people where they are at. Users can pick from chat or emails if they haven't had their problems addressed at the FAQ level. On the agent side, responses are easily designed on the fly or using standard text library or a quick search thru the Knowledge library. On the administrative side - there are so many options available, it's important to have a clear business (and training) model planned out because there are at least 3 approaches to completing every project. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The training is a pretty steep curve for users. There are many features and it takes a little while to wrap your head around all the options. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Join a community (Regional or industry level) so that you can connect with others using the product. Learn the logic of business rules and workspace rules. Have someone on your team familiar with HTML, CSS and potentially even PHP so that the customer portal configurations are not intimidating. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** We use the product in higher ed - and use it for prospects, admissions, special book orders, workshop registrations, student reminders, 1-on-1 coaching, and simply tracking interactions with every student we connect with. ### 27. CRM, social, and internal help tool all in one package. **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The internal help platform allows company employees to answer one another's questions in a timely manner. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The social aspects of the platform are difficult to sell into many valuable verticals, i.e. Pharma, Life Science, etc. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Optimizing social for companies that badly need it; keeping better track of CRM. ### 28. RighNow's best days are far gone **Rating:** 1.5/5.0 stars **Reviewed by:** William B. | Senior Director of Customer Support, Consumer Electronics, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2013 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The early funny ones...seriously, the early days. Greg Gianforte actually came to Polaroid back in 2000 to assist us in writing 'business rules' which were new to the product at that time. It was a smaller team and the CRM worked like it was created by one company. As they grew, the software worked as if different departments were writing code and never speaking to each other. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The lack of focus on the 'contact', my customer. They just couldn't understand why I needed a "contact merge" tool. (really?) The contact was like a bastard child. I never understood that. The whole multi-language piece is cluster truck. Again, they just didn't understand how the end-user was going to use this, especially if I didn't have CRM managers in each language. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It's a powerful tool, but it has many issues that will probably never get resolved. I would say to look around. I am extremely happy using Parature CRM at ZINK Imaging. An amazing easy-to-use solution. I choose it after reviewing RNT and SalesForce. (Don't even get me started on SalesForce and their sales team...) **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I did have great success with the tool, don't get me wrong. We saved millions at Polaroid by implementing RNT at the time we did. But a fair amount of bumps and unresolved issues turned me into a constant complainer. ### 29. It;s a good product with LOTS of options in the tool so you can have what YOU need. **Rating:** 4.0/5.0 stars **Reviewed by:** Ed B. | Senior CRM Administrator, Computer Games, Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2013 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it later is a bonus. There is plenty in the way of analytics to get you started. The depth of reporting can be quite crazy, so you will need someone with a good SQL understanding to get the most out of it. But it can far exceed any cloud based offering. If you have a good web team, then the customer portal can be configured in just about any way you prefer. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Things need to be done in a certain order and that order is not always known. You can jump right in creating items not knowing that other things are required for them. And when making those there are requirements for that. Documentation helps, but it can be overwhelming especially with reporting. Some permission options seems strange, but there is hope that will be fixed. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Not sure I would agree this is a cloud service since the main client is installed on the agents PC. But the data can be hosted with RightNow and that is a plus. They have made great strides in the software since i started using it long ago. It looks better, is easier to use, and hopefully Oracle does not take over to heavily and push it in the wrong direction. We evaluate other packages when we can and I have seen quite a few options. Most cloud based services are for small to medium businesses. The analytics is limited and the configuration is minimal. I have also seen that most of what you can find on the internet for CRM packages are geared towards sales and marketing. Many have either lost or ignored the service part. This is not the case with Rightnow. They are mainly the service part. The marketing side is much improved, and you can use RightNow for sales if want to devote the time for setup and configuration. It's strong at service and if you want to keep customers then you need good service. Rightnow can be as strong as your willing to make it. ### 30. One of the best in class, but most likely to end in a cost explosion plus poor after-sales service **Rating:** 1.5/5.0 stars **Reviewed by:** Roman M. | Head of Customer Service, Printing, Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2013 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The RightNow Cloud Service offer a wide range of tools for all possible service approaches. You can implement features from live-chat to hosted self-service pages in all possible languages. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The base tool set is not enough to offer a sophisticated service experience to your customers, all additional adjustments, features are linked to massive costs, starting from seats, to sessions and hidden costs like several hundred Euros per month for a SSL encryption of your self service portal. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** This system only makes sense if you ar going all-in. You need a detailed and clear plan of what you want to achieve. Make sure you have the money to hire an dedicated admin for this entire system, in addition to the support Oracle offers. ### 31. RightNow CX hadles our workflow needs very well! **Rating:** 4.5/5.0 stars **Reviewed by:** Mark H. | Sr Data Analyst, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2013 **What do you like best about Oracle Service Cloud (formerly RightNow)?** As a workflow management & tracking tool, RightNow CX exceeds our expectations. We have begun utilizing Chat & Customer Portal functionality a little over a year ago and plan to expand this. This product fits well into our user environment & allows customization to meet the needs of our various user groups. Reporting is excellent and allows us to be as granular or as high level as we need to be. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** More robust & flexible use of variables in reporting would be a nice enhancement. Additionally, more intuitive rule development & use at the workspace & business rule level would be a significant improvement too. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** I would absolutely recommend this product to others considering it. There are some parts of this product that other organizations could take better adavantage of than we do too! ### 32. Proceed with caution **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2013 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We liked what we were sold… the vision of a top-of-the line community platform. Social monitoring. Gamification. Customer interaction. Input on product development / innovation. It all sounded great. The product management team in Boulder was great. Account management started off great. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The page load time was irritatingly too long. The cost was super expensive. The social monitoring tool was sold with the capability of monitoring sentiment of the community conversations – that never worked. I’m not sure if it was the Oracle acquisition, or what but willingness to work with us seemed to disappear. The PM team in Boulder and the folks in Bozeman changed their tune from, “It’ll work in the next release” to “Sorry it’s just never going to work.” **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It might be the ideal solution for you, it just didn’t work for me. I’d recommend that the features you’re sold on are worked into the SLA. Also, make sure to include an acceptable page load time into your agreement as well. ### 33. Average at Best **Rating:** 3.0/5.0 stars **Reviewed by:** Peter B. | Director, Enterprise Solution Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2012 **What do you like best about Oracle Service Cloud (formerly RightNow)?** We implemented RightNow prior to Salesforce, so from a cusomter service perspective, it worked great. Our PIC agents were abot to take calls and track them and assign to proper business units with ease. No real headaches. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** If you are using Salesforce, then stay away and go with something that integrates a lot easier. if you are using Oracle CRM, then this is the right decision for cusomter service. ### 34. Great for Customer Service **Rating:** 3.5/5.0 stars **Reviewed by:** Neil P. | Global Head of Customer Systems - Hive, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2012 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Very quick to set up and very user friendly. Very very rich 'out of the box' Customer Service functionality - incident creation, queues, agent allocation etc. Probably the most feature-rich customer service app I have worked with. Also quite impressive email marketing functionality included. Powerful knowledge-base functionality. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Local install required for the agent console. Limited customisation options compared to Salesforce.com **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** If you have Customer Service specific requirements then RightNow is well worth looking at. ## Oracle Service Cloud (formerly RightNow) Discussions - [What is Salesforce Service Cloud?](https://www.g2.com/discussions/what-is-salesforce-service-cloud) - [What is POD in Oracle Cloud?](https://www.g2.com/discussions/what-is-pod-in-oracle-cloud) - [In what year was RightNow acquired by Oracle?](https://www.g2.com/discussions/in-what-year-was-rightnow-acquired-by-oracle) - [What is Oracle Service Cloud RightNow?](https://www.g2.com/discussions/what-is-oracle-service-cloud-rightnow) - [What are the Service Cloud Features at high level](https://www.g2.com/discussions/32736-what-are-the-service-cloud-features-at-high-level) - 1 upvote - [View Oracle Service Cloud (formerly RightNow) pricing details and edition comparison](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-03+04%3A39%3A35+-0500&secure%5Bsession_id%5D=f71f0364-9b03-44e2-a5af-bbe41fbe56ad&secure%5Btoken%5D=8e111c3eaf1e59f9116c2521acb5433af396ee413a8dacef9348f473f60c867c&format=llm_user) ## Oracle Service Cloud (formerly RightNow) Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Oracle Service Cloud (formerly RightNow) Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,969 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,658 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (533 reviews)