Service Cloud

Cross Channel Contact Center


Case Management

Manage the timely resolution of customer inquiries across email, phone, live-chat, and social channels on a single platform


Guided Resolution

Effectively guide agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency


Contextual Agent Experience

Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data


Unified Agent Desktop

Easily integrate systems into one unified desktop for agents


Customer Engagement

Personalize proactive communications with valuable customer data from deep service profiles


Highly Configurable

Configure and manage service operations with agility, low TCO, and low dependency on technical resources


Knowledge Management


Proactive Answers

Deliver the most relevant answers to customers with SmartAssistant Wizard, and leverage contextual knowledge to deliver agent knowledge based on incident information


Enterprise Content Search

Search across multiple knowledge repositories simultaneously, regardless of location


Integrated Analytics

Gain deeper insight into customer interactions and knowledge gaps with easy-to-use, drag-and-drop report builder and analytics dashboards


Policy Automation


Personalized Experiences

Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts


Transparency and Analytics

Deliver accurate, reliable service with analytics and reporting that provide insights of customer needs and next steps


Agile Management

Easily manage and deploy mobile, integrations, and APIs


Field Service Management


Capacity Management

Leverage planning tools to enable optimized and efficient use of all resources, and transform your business model from capacity-driven to demand-responsive


Routing and Scheduling

Get the right mobile employee with the right skills and equipment to every job on time with predictive engine


Manage, Dispatch, and Locate

Monitor and manage the mobile workforce to improve efficiency while tracking and validating location in real time from the office or in the field—visualize and locate assets even if they are located underground



Empower mobile employees with critical job information and tools on any mobile device, with full offline capabilities


Team Collaboration

Use context-aware, peer-to-peer collaboration for instant communication, more work independence, and knowledge sharing, instantly broadcasting important information to the entire field


Customer Communication

Proactively alert customers and teams about appointment status via their preferred communication channels


Oracle RightNow Cloud Service Specialization - Sales
Oracle RightNow Cloud Service Specialization - PreSales
Oracle RightNow Cloud Service Specialization - Implementation
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Oracle RightNow Cloud - FSO.pdf 578.74 KB