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 * Overview
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    * Asset-based Service
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    * Digital Customer Service
    * Field Service
    * Intelligent Advisor
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    * IoT Service Monitoring for Connected Assets

 * Product Tours
 * Why Oracle
    * Oracle Service vs. Salesforce Service Cloud
    * Oracle Field Service vs. Salesforce Field Service
    * Oracle Service vs. Zendesk

 * More
    * Oracle Service vs. Salesforce Service Cloud
    * Oracle Field Service vs. Salesforce Field Service
    * Oracle Service vs. Zendesk
    * Asset-based Service
    * Service Center
    * Digital Customer Service
    * Field Service
    * Intelligent Advisor
    * Knowledge Management
    * IoT Service Monitoring for Connected Assets


 1. Applications
 2. Customer Experience


ORACLE SERVICE

Deliver efficient service outcomes at scale when and where customers engage.
Oracle Service is a unified platform of apps, data, and capabilities enabling
effortless self-service, agent-assisted service, and field service workflows
tailored to your industry and use case.

Take a product tour
Request a demo


 * Oracle is a Leader in the 2023 Gartner® Magic Quadrant™ for the CRM Customer
   Engagement Center
   
   Get your complimentary copy and learn why Gartner named Oracle a Leader in
   its Magic Quadrant™ for the CRM Customer Engagement Center.
   
   Access the report
 * Learn how Oracle elevates self-service, agent-assisted, and field service
   workflows
   
   Watch these on-demand webinars to learn how AI and other powerful
   capabilities within Oracle Service can elevate and automate service delivery
   at scale.
   
   Watch on demand
 * Oracle named a Leader in the IDC MarketScape for Service Lifecycle Management
   Platforms
   
   Discover the importance of connected capabilities in digital customer
   support, service request management, service planning, field service, spare
   parts, warranties, and recalls.
   
   Access the excerpt


EXPLORE ORACLE SERVICE

Customer self-service Agent-assisted service Field service
 * Customer self-service
 * Agent-assisted service
 * Field service


CUSTOMER SELF-SERVICE

AUTOMATE COMMON CUSTOMER SERVICE REQUESTS

Help customers get answers faster, free your agents to handle more complex
tasks, and reduce cost with self-service tools.

See a self-service demo (1:45)
 * Build and deploy a branded customer help center to assist with common
   questions and initiate digital messaging conversations.
 * Curate and publish helpful knowledge articles, how-to videos, technical
   schematics, product manuals, and other useful artifacts for solving issues.
 * Let digital assistants drive rich conversational experiences with customers
   and service automation tools to deliver outcomes compliant with your business
   rules.
 * Automatically transfer escalated requests from self-service channels to live
   agents, preserving context and conversation history and eliminating the need
   for the customer to repeat information.





AGENT-ASSISTED SERVICE

BOOST AGENT PRODUCTIVITY TO CREATE A BETTER CUSTOMER EXPERIENCE

Give agents a complete, unified view of the customer plus intelligent tools to
find answers, collaborate across the business and solve cases faster.

 * Automatically route cases to the best agent or team based on their skill set
   and availability—regardless of the channel the customer engaged.
 * Enable agents to deliver accurate and timely answers with a searchable
   activity feed of all customer interactions as well as purchase, service, and
   billing history in a single view.
 * Accelerate agent onboarding and improve productivity by automating service
   workflows according to your business rules plus using AI to guide agents to
   answers and recommend next best actions.
 * Use AI to guide agents to answers and recommend next best actions.
 * Solve complex issues faster by embedding knowledge and digital assistants in
   your agent workspace while enabling cross-team collaboration via native tools
   or integration with Slack or Microsoft Teams.





FIELD SERVICE

ENABLE EFFICIENT FIELD SERVICE OPERATIONS

Schedule, route, and equip mobile workers to complete service activities at a
customer’s home, office, or installed asset location.

Explore Field Service
 * Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck
   rolls, and complete more jobs per day with an AI-driven scheduling and
   routing engine.
 * Give field technicians powerful mobile tools for completing service
   activities, including guided workflows, access to knowledge, and video
   collaboration with expert support.
 * Manage service parts availability and arrange product returns for repair and
   help mobile workers order, receive, transfer, and reserve parts for
   completing service.
 * Track the real-time location, health, and utilization of your IoT-connected
   assets and automatically initiate self-healing routines, send customer
   communications, and schedule field service activities if an issue arises.





EXPLORE SERVICE SOLUTIONS TAILORED FOR YOUR INDUSTRY




HIGH TECH AND MANUFACTURING

Predict and prevent downtime, improve efficiency, and grow service-related
revenue by automating workflows that connect customers, assets, and your field
service teams with supply chain and billing.




GOVERNMENT SERVICES

Improve responsiveness and deliver consistent interactions, no matter which
channel your residents choose to engage. Empower your teams to solve problems
and provide service from anywhere.


WHAT IS DIGITAL-FIRST CUSTOMER SERVICE?

Today’s customer service strategy is reactive, static, and focuses more on
efficiency than the customer. Our vision for the future is one that breaks these
stereotypes and provides your customers with predictive, unique, and
hyper-convenient experiences.

Take steps to go digital-first (PDF)
1
The future of customer service is digital-first service Prepare to deliver
digital-first experiences
2
Exploring the power of predictive customer service Ease your customer’s
frustrations ahead of time
3
The important of offering unique service experiences Keep pace with changing
consumer expectations
4
Creating the convenience customers crave Help customers reach a resolution in
minutes


ORACLE SERVICE CUSTOMER SUCCESSES

View more customer successes

Learn why companies across all industries use Oracle Service to deliver
differentiated and meaningful customer service experiences. Click on a logo to
learn more.

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WHY CHOOSE ORACLE SERVICE?


CREATE DIGITAL-FIRST EXPERIENCES FOR YOUR CUSTOMERS

With Oracle Service’s automated solutions, brands can give customers the power
to easily find information and answers to their questions or engage with a live
person when necessary.

See how Razer is delivering digital-first service experiences (2:59)


IMPROVE YOUR ORGANIZATION’S DATA VISIBILITY

Oracle offers solutions across multiple applications and customer touchpoints to
help businesses connect data across service, marketing, sales, commerce,
loyalty, finance, and supply chain. Customers receive more personalized and
holistic service experiences, as well as more immediate problem resolutions,
without having to engage a company at multiple touchpoints.

Explore the integration with Oracle Unity


SIMPLIFY CUSTOMER SERVICE DELIVERY

Help agents focus on high-value interactions by providing guided assistance,
next-best-action recommendations, and automation for routine processes—all from
within a single desktop application. Agents have more time to focus on
high-value client relationships and revenue-generating opportunities.

Take a tour of live chat for Oracle Service


TRANSFORM THE ASSET-BASED FIELD SERVICE LIFECYCLE

Predict and prevent downtime, improve efficiency, and grow service-related
revenue by automating the workflows that connect your customers and their assets
to your teams, your supply chain, and your back office.

Explore Asset-based Service


WHY PARTNER-POWERED CUSTOMER EXPERIENCES ARE BETTER THAN GOING IT ALONE

Jeff Wartgow, Vice President, Product Management, Oracle Advertising and CX

We can't deliver what our customers want without strong partnerships. That’s why
we pool our resources and maintain focus on our core strengths. Learn more about
our collaboration with Five9.

Read the blog

FEATURED BLOGS

 * February 26, 2024 Debunking the Top 5 Myths About Customer Data Platforms
   (CDPs)
 * February 15, 2024 Solve 5 B2B Marketing Problems Using Better Customer Data
 * February 7, 2024 Oracle Unity CDP: Leader in the Forrester Wave™ for B2B
   Customer Data Platforms Vendor Assessment Report
 * January 25, 2024 Six New Year's Resolutions to Unleash the Future of B2B
   Marketing

View all


RESOURCES

Cloud readiness Documentation Cloud learning Customer community Support and
services Best practices
 * Cloud readiness
 * Documentation
 * Cloud learning
 * Customer community
 * Support and services
 * Best practices


CLOUD READINESS

BEST PRACTICES AND RESOURCES

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

Explore feature kits

OVERVIEW AND DEMOS

 * Video: Deliver personalized customer service experiences (1:48)
 * Oracle Service demo: Customer service support (1:45)
 * Proactive service that delights (2:18)
 * New B2B service experience (4:40)
 * Browse all Oracle Service product tours


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.

View documentation

ADDITIONAL INFORMATION

 * B2B Service documentation
 * B2C Service documentation
 * Field Service documentation
 * Oracle B2B Service Help Center videos
 * Oracle B2C Service Help Center videos
 * Oracle Field Service Help Center videos


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.

Browse CX training

MORE LEARNING RESOURCES

 * Free training—Oracle B2C Service
 * Oracle Guided Learning
 * Oracle B2C Service learning subscriptions
 * Oracle Service certifications


CUSTOMER 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.

Join or log in

ADDITIONAL INFORMATION

 * Request an executive briefing
 * Oracle CX LinkedIn community


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.

 * Browse the marketplace

CONSULTING AND PARTNER SERVICES

 * Oracle Consulting
 * Find a partner
 * Partner with Oracle CX


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.

Learn more—Customer service

ADDITIONAL BEST PRACTICES

 * What is CX?
 * What is CRM?
 * Types of CRM
 * How to pick the best CRM
 * What is knowledge management
 * What is the ROI of CRM?
 * What is A/B testing?
 * What is multivariate testing?

NEWS AND OPINIONS

 * 4 ways Oracle is the best at delivering intelligent service (PDF)
 * Oracle CX analyst reports

EVENTS AND REPLAYS

 * Oracle Service Customer Webinar Series

COMPARE SOLUTIONS

 * Oracle CX vs. Salesforce
 * Oracle Service vs. Salesforce Service Cloud
 * Oracle CX vs. Adobe
 * Oracle Field Service vs. Salesforce Field Service/Lighting
 * Oracle Service vs. Zendesk

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

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake,
Wynn White, Drew Kraus, 1 November 2023

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.

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.


GET STARTED

 * Request a demo
 * Take a tour
 * Contact sales

RESOURCES FOR

 * Careers
 * Developers
 * Investors
 * Partners
 * Researchers
 * Students and Educators

WHY ORACLE

 * Analyst Reports
 * Best cloud-based ERP
 * Cloud Economics
 * Corporate Responsibility
 * Diversity and Inclusion
 * Security Practices

LEARN

 * What is cloud computing?
 * What is CRM?
 * What is Docker?
 * What is Kubernetes?
 * What is Python?
 * What is SaaS?

NEWS AND EVENTS

 * News
 * Oracle CloudWorld
 * Oracle CloudWorld Tour
 * Oracle Health Summit
 * Oracle DevLive
 * Search all events

CONTACT US

 * DE Sales +49 6103 397 003
 * US Sales: +1.800.633.0738
 * How can we help?
 * Subscribe to emails
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