Getting started with Customer Self-service

[Harriet Frankli]

Overview

Self-service enables customers to find answers, resolve issues and launch service requests with automated workflows without direct assistance from an agent or employee.  This includes  access to Virtual Agents, and AI (Now Assist for CSM), frequently asked questions, intelligent search, knowledge , Case Management, and more.

Self-service capabilities provide 24/7 access to information and solutions that improve customer experiences and reduce the workload for support teams.

Self-service benefits include:

 • Faster resolution times 

 • Case deflection

 • Higher customer satisfaction  

 • Lower operational costs

Discover Self-service with:

Getting started with Customer Portal - ensure a consistent user experiences with access to self-service features to solve issues with intuitive navigation.

Getting started with Configurable Portal Widgets - leverage a library of portal widgets available for Customer Service Management and CRM portals that enable business analysts to configurable widgets for a faster time to market.

Now Assist for CSM -  Self-service - enable conversational responses to customer questions in Virtual Agent and enhanced chat.  In addition, the portal case form helps solve issues faster and decrease calls into the contact center.

Embedded Experiences - allow organizations to embed self-service on the organizations website for seamless customer experiences

Related links:

Documentation - Setup Self-service

Documentation - Self-service analytics dashboard for Customer Service Management

Blog - Configure vs. Code for ServiceNow CSM Customer Self-Service

[Grant Rowh]

Hi @Harriet Frankli  - Is the Self-Service Analytics Dashboard only available for CSM customers? Much of the documentation is not clear about this and the fact that the term "self-service" is used throughout much of it further clouds the issue. Why is it apparently not available for ITSM and other products which might need it?

[Gilbert35]

Great article   thanks for sharing! Self-service in ServiceNow CSM truly elevates customer engagement by enabling users to find answers, resolve issues, and submit requests anytime using intuitive digital tools such as portals, Virtual Agents, AI-powered search, and knowledge resources. This approach not only delivers faster resolution and higher satisfaction but also drives case deflection and lowers operational costs, which are key outcomes for modern support organizations.