New features are going to Fusion
Oracle is focusing new AI and automation work on Oracle Fusion Service, so the gap between platforms will keep growing.
Enterprise CX consulting
Oracle Service Cloud, from tune-up to Fusion migration.
Hands-on help for customer service teams running Oracle B2C Service (RightNow). Get more from the platform you have today, and plan a confident move to Oracle Fusion Service when you’re ready.
Where teams usually start
1
A health check
See what’s working, what’s slowing agents down, and what to fix first.
2
A migration readiness review
Understand your customizations, data and integrations before talking timelines.
3
Ongoing admin support
An experienced extra pair of hands for rules, reports and the knowledge base.
Why now
The platform is changing. Your plan should too.
Oracle is encouraging the move
Oracle now runs a RightNow-to-Fusion transformation program, with migration tools and commercial incentives for customers who commit.
There’s still time to plan well
B2C Service continues to receive quarterly updates, so you can tune what you have and decide on timing based on your priorities.
How I can help
Consulting for every stage
Work directly with an experienced consultant, on its own or alongside your internal team or implementation partner.
Optimize
Service Cloud health check
A structured review of how your instance supports agents and customers today.
Workflows, business rules, queues and routing
Reports, dashboards and data quality
Customer Portal and knowledge base
A prioritized list of fixes and quick wins
Support
Admin and optimization support
Experienced, part-time administration when your team needs more capacity.
Business rule, workspace and workflow changes
Report building and analytics
Knowledge base and self-service cleanup
Admin coaching and documentation
Assess
Fusion migration readiness
A clear picture of what moving to Oracle Fusion Service would involve for you.
Inventory of customizations, integrations and data
Process review: what to keep, simplify or retire
Risks, dependencies and a realistic timeline
A written readiness report and roadmap
Migrate
Migration planning and delivery support
Practical help keeping a migration on track, from planning through go-live.
Requirements, data mapping and test planning
Cutover planning and go-live readiness
Agent training and change management
Project delivery support beside your partner
Working together
Start small, with a clear deliverable.
Most engagements begin with a fixed-fee assessment, so you get concrete findings before committing to anything larger. Pricing is quoted per engagement.
1
Discovery call
A free 30-minute conversation about your instance, team and goals.
2
Fixed-fee assessment
A health check or readiness review, delivered as a written report and roadmap.
3
Ongoing support
Hourly or monthly retainer support for admin work, optimization or migration delivery.
Experience
Kari Anderson
Former Manager of Web Development at RightNow Technologies in Bozeman, the company behind Oracle Service Cloud
12 years delivering custom Oracle Service Cloud solutions for government and enterprise clients
Technical architect for B2C Service Customer Portal, Chat and Oracle Digital Assistant
Former Director of Custom Development, Oracle CX, leading 20+ specialists across 24 concurrent enterprise programs
Oracle Fusion Cloud Applications CX Process Essentials Certified (2025)
Next step
Planning what’s next for Service Cloud?
Tell me where your instance stands and what you’re weighing. I’ll reply within one business day.
Oracle, Oracle Service Cloud, Oracle B2C Service, RightNow and Oracle Fusion Service are trademarks of Oracle and/or its affiliates. KA Crafted Digital Solutions is an independent consultancy and is not affiliated with or endorsed by Oracle.