Oracle RightNow (Service Cloud, B2C Service): migration to Fusion Service, testing and AI

Oracle RightNow, also known as Oracle Service Cloud and now Oracle B2C Service, is a platform many customers are moving to Oracle Fusion Service. As an Oracle consulting partner, we plan and run that migration with RAMP, a reconciled data migration and a full test plan, and we add AI inside RightNow with ResolveAIQ while you decide when to move.

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What we do

Oracle RAMP automation

Automated migration through Oracle's native utility, RAMP, reduces manual extraction risk and gives complete auditability and fast execution.

Reconciled, not assumed

Record counts and field values are compared with the source before sign-off.

Redwood UI and built-in AI

Agents move to the modern Redwood UI with generative AI built in.

Tested end to end

Workflows, integrations, reports and cutover are rehearsed and signed off. See the test steps below.

AI during the transition

ResolveAIQ adds AI inside the RightNow console while you migrate.

Exclusive migration incentive

Oracle has offered 12 months of RightNow and Fusion Service subscription at no cost when you commit to a 36-month Oracle Fusion Service contract. Ask us for current terms.

AI before, during and after migration

Innovacx already runs RightNow migrations with partners. ResolveAIQ adds AI to the live RightNow instance, and ConversationAIQ and SR Automation continue on Fusion Service.

Demo-ready

ResolveAIQ

Agentic AI inside the RightNow agent console.

Oracle RightNowLearn moreLive in production

ConversationAIQ

See every customer conversation in full, and know what to fix next.

Oracle FusionLearn moreDemo-ready

SR Automation

Customer emails become service requests, without anyone retyping them.

Oracle FusionLearn more

Our migration approach

  1. AssessProfile the RightNow instance: objects, custom fields, workflows, integrations and data quality.
  2. PlanAgree scope, mapping and the test plan, and what to retire rather than move.
  3. Migrate with RAMPRun migrations in a test environment and reconcile the results.
  4. TestWorkflows, integrations, reports and user acceptance with your agents.
  5. Cut overRehearse go-live and rollback, then cut over with a reconciliation report.
See the test steps

Testing the migration: eight steps, in order

How we prove that your data, workflows and integrations moved correctly, before and after cutover.

  1. Profile and clean the sourceFind duplicates, gaps and unused objects in RightNow before anything moves.
  2. Agree the test planScope, field mapping, entry and exit criteria, and what to retire rather than move.
  3. Run RAMP in a test environmentOracle's migration utility runs against test data, with a full audit of what moved.
  4. ReconcileCompare record counts, field values, attachments and relationships against the source.
  5. Test workflows, rules, integrations and reportsConfirm cases, business rules, connected systems and reporting behave in Fusion Service.
  6. User acceptance testingYour agents work real cases before sign-off.
  7. Rehearse cutover and rollbackPractise go-live and the way back, and agree the go or no-go.
  8. HypercareMonitor after go-live and fix issues quickly.

What you receive

  • Reconciliation reportWhat moved, what did not, and why.
  • Defect logEvery issue found, fixed and retested.
  • UAT sign-offRecorded acceptance from your teams.
  • Cutover runbookThe rehearsed plan, with rollback.

ResolveAIQ: agentic AI inside Oracle RightNow

Agentic AI inside the RightNow agent console. Demo-ready

Today

Every RightNow instance is configured differently, AI models barely know ROQL, and past resolutions are searchable by keyword only.

With ResolveAIQ

It opens inside RightNow, data stays in the instance, and the agent's own permissions apply. Your routing rules still run.

What your users get

  • Learns your instanceIt discovers the data model and validates ROQL before it runs.
  • Classifies and reads toneRecommends product and category, reads sentiment and summarises attachments.
  • Drafts a grounded resolutionBased on similar resolved SRs and knowledge articles.
  • Says when it can'tFlags a ticket that lacks detail to close, instead of guessing.

How it stays in control

  • Opens inside RightNow, and the agent's own permissions apply.
  • Data stays in the instance. Your routing rules still run.

Underneath is an MCP server that discovers the instance's data model, generates and validates ROQL against the real schema, reads SRs and documents by meaning, and carries the logged-in agent's session. Agents can flag weak answers, and that feedback tunes the system. ResolveAIQ was previously listed as ServiceAIQ. For partners: you bring the customer and use case, we configure and co-demo, then build together.

Plan your RightNow migration

Book 30 minutes at Oracle AI World to review your instance, the test plan and ResolveAIQ.

Book a meeting at AI World