Oracle Service
Deliver intelligent, responsive service at scale with embedded AI, connected operations, and industry-specific workflows.
Deliver intelligent, responsive service at scale with embedded AI, connected operations, and industry-specific workflows.
Register to see how a connected platform reduces complexity, accelerates revenue, and helps deliver better service.
Customer service and support technology leaders can consult this report to help identify the service technology suite that best fits their needs.*
Learn cutting-edge best practices for service delivery, including how AI and automation are transforming the way service teams operate. Explore our on-demand webcast catalog for insights.
Companies across all industries use Oracle Service to deliver differentiated and meaningful customer service experiences.
Bypass the cost and complexity of stitching service to other business systems. Oracle Service shares the same cloud and data model with other Fusion applications, eliminating middleware, integrations, or data replication. Accelerate deployment, minimize maintenance, and reduce cost to serve with a single, unified platform.
Stop margin loss from inefficient or unbilled service. Contain simple and repetitive requests via the customer self-service agents. Equip mobile workers to arrive prepared using work order scheduling, part selection, and start-of-day agents. Real-time access to contract terms and entitlements enables instant, accurate quoting and billing.
Skip the expense of custom LLMs and separate AI vendors. Deploy prebuilt AI and autonomous agents—including self-help, triage, and resolution—without integrations or hidden fees. Scale service capacity and deliver immediate ROI without increasing technical overhead.
Eliminate conflicting answers and AI inaccuracies by grounding interactions with enterprise-wide knowledge. The customer self-service agent provides instant, accurate resolutions across channels. By connecting service, field operations, supply chain, and finance, Oracle Service enables reliable execution that reduces churn and maximizes customer lifetime value.
Reduce manual data entry and investigation. Triage and attachment processing agents categorize cases and extract data from files, while the resolution agent suggests next best actions and responses using generative AI. Service teams can focus on complex problem-solving—lowering handle times and improving job satisfaction.
Deploy faster with preconfigured industry models and low-code tools. Business users can tailor workflows, scheduling logic, and branding to specific needs without custom coding. This agility enables the rapid launch and evolution of service capabilities without the risk of costly architectural overhauls.
Find best practices and useful resources that can help you make the most of your 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.
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.
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.
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.
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.
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.
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* Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 October 2025. Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson.
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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.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.
