Oracle Service

Spec sheet

What it does

Oracle Fusion Cloud Service unifies digital self-service, contact-center, field-service and internal-help-desk work with AI agents on one platform.Read 21 Oct 2026 · oracle.com

API

Oracle publishes REST APIs for Fusion Sales and Service, including service-request resources and versioned endpoints.Read 21 Oct 2026 · docs.oracle.com

Integrations

Oracle positions Service as connected with sales, finance, supply chain, HR, ERP and asset-management context.Read 21 Oct 2026 · oracle.com

Headquarters

Austin, Texas, USARead 4 Oct 2026 · oracle.com

Founded

1977Read 4 Oct 2026 · oracle.com

AI resolution

Resolution agents provide next-best actions, suggested responses, troubleshooting and guided workflows for service staff.Read 21 Oct 2026 · oracle.com

AI triage

Incoming issues can be classified, prioritized, routed and escalated automatically using issue type, severity and context.Read 21 Oct 2026 · oracle.com

Analytics

The product includes real-time dashboards, performance analytics, operational insights and customizable reporting.Read 21 Oct 2026 · oracle.com

API documentation depth

Oracle documentation includes quick starts, use cases, endpoint references, OAuth, batching, metadata, CORS, custom objects and version guidance.Read 21 Oct 2026 · docs.oracle.com

API service requests

The REST API exposes a POST endpoint for creating service requests and supports JSON payloads, attachments, activities and account fields.Read 21 Oct 2026 · docs.oracle.com

Case management

The service workspace manages service requests, cases and cross-channel interactions for representatives and supervisors.Read 21 Oct 2026 · oracle.com

Company identity

Oracle's LinkedIn company page lists Oracle as a public IT services and consulting company founded in 1977, headquartered in Austin, Texas, with 10,001+ employees.Read 21 Oct 2026 · linkedin.com

Encryption

Oracle states that customer data is encrypted at rest and in transit, with inbound traffic protected by TLS or SFTP.Read 21 Oct 2026 · docs.oracle.com

Field service

Field capabilities include AI booking, scheduling, dispatch, routing, parts availability, technician collaboration and mobile execution.Read 21 Oct 2026 · oracle.com

Hosting model

Oracle presents Fusion Cloud Service as a managed SaaS offering; the public product pages do not describe customer self-hosting.Read 21 Oct 2026 · oracle.com

Knowledge management

Oracle provides knowledge authoring, search, guided knowledge, proactive answers, translation and generative article assistance.Read 21 Oct 2026 · oracle.com

Licence

The Cloud Service agreement grants a limited, nonexclusive, nontransferable internal-use licence and reserves ownership to Oracle or its licensors.Read 21 Oct 2026 · oracle.com

Limit: complexity

Independent reviews describe the platform as very complex, bureaucratic and difficult for less technical teams to use.Read 21 Oct 2026 · helpdeskpicker.com

Limit: mobile reliability

Google Play reviewers report slow navigation, repeated loading failures, broken controls, battery drain and unreliable assignment behavior in the Field Service app.Read 21 Oct 2026 · play.google.com

Limit: pricing

Independent reviewers characterize Oracle Service Cloud pricing and support as expensive and requiring a custom enterprise quote.Read 21 Oct 2026 · helpdeskpicker.com

Limit: rule configuration

A TrustRadius reviewer reports that creating rules is complex and that Active Directory integration was lacking.Read 21 Oct 2026 · trustradius.com

Mobile availability

Oracle Field Service has native Android and iOS applications distributed through Google Play and the Apple App Store.Read 21 Oct 2026 · docs.oracle.com

News: CX agentic applications

On April 9, 2026 Oracle announced Fusion Agentic Applications for CX, with coordinated AI agents embedded in sales, service and marketing processes.Read 21 Oct 2026 · oracle.com

News: Fusion Claw

On September 29, 2026 Oracle announced Fusion Claw, a governed execution runtime and 25 additional Claw-powered agentic applications.Read 21 Oct 2026 · oracle.com

Offline mobile use

The Field Service mobile app lets workers update activities and synchronize actions after connectivity returns.Read 21 Oct 2026 · play.google.com

Open-source status

Oracle Service is proprietary cloud software, although Oracle publishes notices for included open-source components such as Apache, MIT and BSD licensed libraries.Read 21 Oct 2026 · oracle.com

Praise: customization

TrustRadius reviewers value extensive configuration of agent desktops, portals and workflows.Read 21 Oct 2026 · trustradius.com

Praise: reporting

TrustRadius reviewers describe reporting as powerful and adaptable for operational analysis.Read 21 Oct 2026 · trustradius.com

Praise: scalability

TrustRadius reviewers repeatedly praise Oracle Service Cloud for scaling resources as workloads change.Read 21 Oct 2026 · trustradius.com

Pricing term

Oracle's global price list says the standard subscription term for Oracle Cloud Service subscriptions is three years.Read 21 Oct 2026 · oracle.com

Rating on Apple App Store

4.3 out of 5 from 391 ratingsRead 21 Oct 2026 · nomtek.com

Rating on Capterra

4.5 out of 5 from 13 reviewsRead 21 Oct 2026 · capterra.com

Rating on G2

3.9 out of 5; review page does not state a review countRead 21 Oct 2026 · helpdeskpicker.com

Rating on Gartner Peer Insights

4.3 out of 5 from 78 ratingsRead 21 Oct 2026 · gartner.com

Rating on GetApp

4.5 out of 5 from 13 reviewsRead 21 Oct 2026 · getapp.com

Rating on Google Play

3.9 out of 5 from 10,600+ reviewsRead 21 Oct 2026 · play.google.com

Rating on Software Advice

4.5 out of 5 from 13 reviewsRead 21 Oct 2026 · softwareadvice.com

Rating on TrustRadius

8.2 out of 10 from 238 reviews and ratingsRead 21 Oct 2026 · trustradius.com

Security compliance

Oracle states its cloud integration security controls cover SOC 1, SOC 2, ISO 27001, PCI DSS and HIPAA, with certification details available on request.Read 21 Oct 2026 · docs.oracle.com

Security design

Oracle says Fusion SaaS uses isolated data design, centralized access controls, data-residency controls and 24/7 security monitoring.Read 21 Oct 2026 · oracle.com

Service channels

Oracle describes support for web, mobile, chat, social messaging, email, telephony and customer self-service portals.Read 21 Oct 2026 · oracle.com

System requirements

Fusion browser minimums listed by Oracle are Safari 18.4, Chrome 135, Edge 135 and Firefox 137; Android requires Chrome for Android and iOS supports Safari.Read 21 Oct 2026 · docs.oracle.com

Plans and prices

Every Oracle Service plan and price →

Where Specifiction places it

• Customer Service - Enterprise Software#8 of 278.4
• Customer Service CRM Software#8 of 268.3
• Customer Self-Service Software#15 of 468.2
• Enterprise Service Bus Software#5 of 138.3
• Help desk software#51 of 1018.0
• Customer Relationship Management - Enterprise Software#12 of 228.4