--- 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. Revolutionizing Customer Support by Oracle Service Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Vishal B. | Trainee Software Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Service Cloud for its robust customer service capabilities, comprehensive ticketing system and seamless integration with other products. Its user-friendly interface and extensive features contribute to efficient customer support management. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Dislike about oracle service cloud is the challenges with the complexity of initial setup and configuration in oracle service cloud. Also occasional issues with the user interface and the learning curve for certain advanced features have been cited as areas for improvement. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud (formerly RightNow) addresses customer service challenges by providing a unified platform for managing support interactions. Its benefits include streamlined ticketing, efficient case resolution and a comprehensive knowledge base, resulting in improved customer satisfaction. These features beneficial for enhancing overall customer support processes and fostering positive customer relationships. ### 2. easy to use internally **Rating:** 4.0/5.0 stars **Reviewed by:** Alexandra Z. | Software Implementation Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2024 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It easy to understand and use on a daily basis. As I minus I think it does not incorporate all items needed all in one **What do you dislike about Oracle Service Cloud (formerly RightNow)?** nothing to dislike just the bugs and sometimes slow functionality **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** ticket creation and storage for better tracking of any case details and CRM ### 3. Oracle Right was an important evolution in the management processes of the group's ombudsman channel **Rating:** 4.5/5.0 stars **Reviewed by:** Antonio Cezar O. | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Oracle Right (OSC) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel). **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Oracle Right (OSC) and sometimes it has some bugs and/or errors. At times, the contact is automatically deleted by the tool, among other situations that end up impacting the operation of the business area. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool. ### 4. Wonderful piece of kit - highly recommended **Rating:** 5.0/5.0 stars **Reviewed by:** Howard W. | Head of Operational Systems Dept, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The absolutely mega level of configurability in Oracle Service Cloud makes it stand out from the competitors - and I have used their competitors. The level of admin permissions and the sheer number of things you can configure as an admin put most other suites to shame. The ability to put changes live in minutes, the great docs, the surprisingly good support. and just the overall well-designed piece of software that was RightNow and became Oracle Service Cloud put it in a class of its own. I'm in the process of rolling out my 4th instance since 2015 - I would recommend it to anybody **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The lack of a WYSIWYG workspace designer, and the promised but not delivered mobile workflow for iworkspaces - but other than that it's fantastic **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** It solves the issue of the normal CS software - routing and a decent chat and email system with ease and little effort. But the ability to amend the software so that you put your users on there for a holistic view gives OSvC the edge in the competition. ### 5. Oracle CX **Rating:** 3.0/5.0 stars **Reviewed by:** Marwan H. | Senior Supply Growth Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2023 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Its interface is great and helpful in Tracking records and activities **What do you dislike about Oracle Service Cloud (formerly RightNow)?** It does not give a proper response and reports do not match the actual data **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** it took many times to open a link ### 6. Oracle Service Cloud - Stable Product **Rating:** 4.0/5.0 stars **Reviewed by:** Prasanna R. | Solution Architect, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** The stability of the Oracle Service Cloud application is good **What do you dislike about Oracle Service Cloud (formerly RightNow)?** The user interface is not great. Could use enhancements **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Employee connect ### 7. Omni-channel solution for Customer Support and Satisfaction with Quick and Easy Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Lakshay B. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** - Customization Possibilities - Integration Possibilities - Pre- build widgets for Customer Portal for Quick development - Fast and mobile responsive Browser User Interface - Agent Scripting - Workflows - Guided Assistance - Smart assistance that shows relevant answers to customers before they submit a request to deflect queries with FAQs. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** - Limitations on type of fields that can be created like missing mutliselect field type, rest are okay. - Most of the usefule PHP libraries, extensions are disabled by default and are not enabled for security reasons, for e.g., simple_xml, etc. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** Quick and Easy Implementation of this product enables the business to be up and running in less time. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** - Training Cost is reduced as the Oracle Service Cloud provides various Guided Assistance (GA) and Agent Scripts that allows the agents to go through the scripts written for them to help customer and resolve their queries with the help of query specific GA. - Smart Assistance that helps customers on portal to show relevant FAQs before they submit query which also contributes to increase in deflection rate and enable self service. - Knowledge Advance allows the answers to be ranked dynamically with Machine learning. - Custom Process and Scripts for allowing multiple business processes to be run on various CRUD operations. - All in one solution - Marketing, Sales and Service - all purposes can be solved using one single software. - Strong User community and great Product Support. - Ease of Integration with Third party Providers be it Softphone Integrations or any other integrations. - API interface to interact with the application available in both REST and SOAP. ### 8. Oracle **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** Reports are easy to build and customize so data is easy to retrieve and analyze **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Some of the functions dont work as expected and or the workspace rules are sometimes tricky to set up **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** Tracking customer contacts, purchases and returns ### 9. Oracle Service cloud for everyone **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2022 **What do you like best about Oracle Service Cloud (formerly RightNow)?** It is a beneficial cloud computing service where server storage, network, and servicing can be aviled under one roof. **What do you dislike about Oracle Service Cloud (formerly RightNow)?** There is nothing significant to mention as a problem here. **Recommendations to others considering Oracle Service Cloud (formerly RightNow):** It is easy to use cloud service and cost effective. **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** The costing problem is solved for the client by going to the cloud for the service. ### 10. Amazing tool to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Oracle Service Cloud (formerly RightNow)?** very User-friendly interface and very easy to use **What do you dislike about Oracle Service Cloud (formerly RightNow)?** Sometimes the response time for the Databases takes a while to process **What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?** I use it for Client Satisfaction and Incidents processing ## 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/oracle-service-cloud-formerly-rightnow-review-821868?section=pricing&secure%5Bexpires_at%5D=2026-07-19+20%3A54%3A11+-0500&secure%5Bsession_id%5D=fcc3f8b8-dd55-42bc-a3b5-8a15787e498e&secure%5Btoken%5D=4bd4b3086b382ffd1aa58a56c23a641ef49b74dd6b0321ac914e8467fac34913&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 (6,970 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (529 reviews)