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
