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Oracle Service Cloud (formerly RightNow) Features
What are the features of Oracle Service Cloud (formerly RightNow)?
Platform
- Customization
- Reporting
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- SLA Management
- Ticket Collaboration
Communication Channels
- Customer Portal
Self-Service Experience
- Knowledge Base
- Searchable Articles
Communication
- Pop-up Chat
- Notifications
Internal Use
- Customization
- Knowledge Base
- Customer Profiles
Top Rated Oracle Service Cloud (formerly RightNow) Alternatives
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Oracle Categories on G2
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Platform
Mobile User Support | Based on 10 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 82% (Based on 10 reviews) | |
Customization | Based on 41 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 41 reviews) | |
User, Role, and Access Management | Based on 23 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 80% (Based on 23 reviews) | |
Integration | Based on 20 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 77% (Based on 20 reviews) | |
Reporting | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 76% (Based on 29 reviews) | |
Dashboards | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 76% (Based on 29 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 31 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 88% (Based on 31 reviews) | |
Ticket Response User Experience | Based on 31 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 84% (Based on 31 reviews) | |
Workflow | Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 82% (Based on 30 reviews) | |
Automated Response | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 87% (Based on 29 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 29 Oracle Service Cloud (formerly RightNow) reviews. | 76% (Based on 29 reviews) |
Attachments/Screencasts | Based on 29 Oracle Service Cloud (formerly RightNow) reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 83% (Based on 29 reviews) | |
Ticket Collaboration | As reported in 30 Oracle Service Cloud (formerly RightNow) reviews. Share and collaborate on tickets with multiple customer service representatives | 88% (Based on 30 reviews) | |
Customer/Contact Database | Based on 27 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 81% (Based on 27 reviews) |
Communication Channels
Customer Portal | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 86% (Based on 29 reviews) | |
Email to Case | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 89% (Based on 29 reviews) | |
Live Chat Support | Based on 28 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 83% (Based on 28 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 16 Oracle Service Cloud (formerly RightNow) reviews. | 70% (Based on 16 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 19 Oracle Service Cloud (formerly RightNow) reviews. | 83% (Based on 19 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. This feature was mentioned in 43 Oracle Service Cloud (formerly RightNow) reviews. | 83% (Based on 43 reviews) | |
Searchable Articles | Based on 40 Oracle Service Cloud (formerly RightNow) reviews. Makes articles in the knowledge base searchable on the web. | 80% (Based on 40 reviews) | |
Community Forums | As reported in 24 Oracle Service Cloud (formerly RightNow) reviews. Enables users to engage with other users to solve common issues. | 78% (Based on 24 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 85% (Based on 30 reviews) | |
Notifications | Based on 30 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 81% (Based on 30 reviews) | |
Targeted Emails | Based on 22 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 88% (Based on 22 reviews) | |
In-App Messaging | Based on 15 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 84% (Based on 15 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Based on 41 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 41 reviews) | |
Conversation Archiving | Based on 29 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 87% (Based on 29 reviews) | |
Lead Development | Based on 16 Oracle Service Cloud (formerly RightNow) reviews. Enables employees to denote potential customers. | 79% (Based on 16 reviews) | |
Knowledge Base | Based on 32 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 80% (Based on 32 reviews) | |
Team Inbox | Based on 23 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 84% (Based on 23 reviews) | |
Customer Profiles | Based on 32 Oracle Service Cloud (formerly RightNow) reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 81% (Based on 32 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 11 Oracle Service Cloud (formerly RightNow) reviews. | 77% (Based on 11 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. 14 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature. | 82% (Based on 14 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 10 Oracle Service Cloud (formerly RightNow) reviews. | 80% (Based on 10 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
16 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature. | 82% (Based on 16 reviews) | ||
Social | As reported in 13 Oracle Service Cloud (formerly RightNow) reviews. Connects employees with customers through a social media solution. | 74% (Based on 13 reviews) | |
Live Chat | As reported in 13 Oracle Service Cloud (formerly RightNow) reviews. Ability to connect agents with customers through email.
| 87% (Based on 13 reviews) | |
Phone | Connects employees with customers through a calling solution. 15 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature. | 78% (Based on 15 reviews) | |
Text | Ability to connect agents with customers through text message solution.
10 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature. | 88% (Based on 10 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. 14 reviewers of Oracle Service Cloud (formerly RightNow) have provided feedback on this feature. | 81% (Based on 14 reviews) | |
Reporting | As reported in 15 Oracle Service Cloud (formerly RightNow) reviews. Enables administrators to create customized reports reflecting customer satisfaction. | 87% (Based on 15 reviews) | |
Visitor Activity | Based on 14 Oracle Service Cloud (formerly RightNow) reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 79% (Based on 14 reviews) | |
Help Desk | As reported in 15 Oracle Service Cloud (formerly RightNow) reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | 84% (Based on 15 reviews) |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
