Oracle Service
Oracle Service is paid, web-based software for enterprise service request management.
What Oracle Service is
Oracle Service is paid, web-based software for enterprise service request management. Its listed capabilities include a customer portal, help center, ticket automation, service-level agreement management, and API access. The named offering is Oracle Fusion Service Enterprise Cloud Service, described as enterprise service request management with pooled named-user licensing; no price is listed. The customer portal and help center provide support access, while ticket automation addresses request handling and SLA management addresses service commitments. API access is available for connecting the service with other systems. Oracle was founded in 1977 and is headquartered in Austin, Texas, USA. The product’s stated platform is web, so browser access is the listed delivery format. Its published details focus on customer service workflows and request management rather than multiple device platforms or deployment choices.
Good
- Customer portal included
- Help center included
- Ticket automation
- SLA management
- API access
Watch out
- Paid product with no free plan stated
- Web is the only listed platform
- Named-user licensing applies
Who it suits
It suits organizations seeking web-based enterprise service request management with customer access, automated tickets, SLA handling, and API connectivity.
Verdict
Oracle Service brings portal, help, automation, SLA, and API capabilities together for service request operations. Buyers should confirm licensing and pricing for their organization.
Plans and prices
From Oracle Service's own pricing page, checked 19 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Oracle Fusion Service Enterprise Cloud Service | Priced on request | Enterprise service request management · Pooled named-user licensing |
| Oracle Service Options | $70 a month | Oracle Service option subscription · part B96469 · per 1,000 pooled sessions; minimum 10 |
| Oracle Service Bases | $225 a month | Oracle Service base subscription · part B110413 · per pooled named user; minimum 360 |
| Oracle Service Cloud custom enterprise pricing | Priced on request | Custom quote · AI, reporting, telephony, automation, sandbox and add-ons can affect total cost · Contact Oracle for licensing, implementation, integrations, channels and support package |
The facts
Each one read from Oracle Service's own pages, with the date it was checked.
What it does
- AI resolution
- Resolution agents provide next-best actions, suggested responses, troubleshooting and guided workflows for service staff.checked 21 Oct 2026
- AI triage
- Incoming issues can be classified, prioritized, routed and escalated automatically using issue type, severity and context.checked 21 Oct 2026
- Analytics
- The product includes real-time dashboards, performance analytics, operational insights and customizable reporting.checked 21 Oct 2026
- API
- Oracle publishes REST APIs for Fusion Sales and Service, including service-request resources and versioned endpoints.checked 21 Oct 2026
- API documentation depth
- Oracle documentation includes quick starts, use cases, endpoint references, OAuth, batching, metadata, CORS, custom objects and version guidance.checked 21 Oct 2026
- API service requests
- The REST API exposes a POST endpoint for creating service requests and supports JSON payloads, attachments, activities and account fields.checked 21 Oct 2026
- Case management
- The service workspace manages service requests, cases and cross-channel interactions for representatives and supervisors.checked 21 Oct 2026
- Encryption
- Oracle states that customer data is encrypted at rest and in transit, with inbound traffic protected by TLS or SFTP.checked 21 Oct 2026
- Field service
- Field capabilities include AI booking, scheduling, dispatch, routing, parts availability, technician collaboration and mobile execution.checked 21 Oct 2026
- Hosting model
- Oracle presents Fusion Cloud Service as a managed SaaS offering; the public product pages do not describe customer self-hosting.checked 21 Oct 2026
- Integrations
- Oracle positions Service as connected with sales, finance, supply chain, HR, ERP and asset-management context.checked 21 Oct 2026
- Knowledge management
- Oracle provides knowledge authoring, search, guided knowledge, proactive answers, translation and generative article assistance.checked 21 Oct 2026
- Licence
- The Cloud Service agreement grants a limited, nonexclusive, nontransferable internal-use licence and reserves ownership to Oracle or its licensors.checked 21 Oct 2026
- Limit: complexity
- Independent reviews describe the platform as very complex, bureaucratic and difficult for less technical teams to use.checked 21 Oct 2026
- 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.checked 21 Oct 2026
- Limit: pricing
- Independent reviewers characterize Oracle Service Cloud pricing and support as expensive and requiring a custom enterprise quote.checked 21 Oct 2026
- Limit: rule configuration
- A TrustRadius reviewer reports that creating rules is complex and that Active Directory integration was lacking.checked 21 Oct 2026
- Mobile availability
- Oracle Field Service has native Android and iOS applications distributed through Google Play and the Apple App Store.checked 21 Oct 2026
- News: Fusion Claw
- On September 29, 2026 Oracle announced Fusion Claw, a governed execution runtime and 25 additional Claw-powered agentic applications.checked 21 Oct 2026
- Offline mobile use
- The Field Service mobile app lets workers update activities and synchronize actions after connectivity returns.checked 21 Oct 2026
The company
- 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.checked 21 Oct 2026
- Founded
- 1977checked 4 Oct 2026
- Headquarters
- Austin, Texas, USAchecked 4 Oct 2026
Where it runs
- 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.checked 21 Oct 2026
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