CSM - Is there a limit to the amount of contacts you can have using your portal?

[M_iA]

As per the title, just wondered whether there were any limits to the amount of contacts we can have in our CSM instance that would be using the portal to log cases?

[Robbie]

Hi @M_iA,

Probably best to check with ServiceNow Support and your account manage for any absolute limits bound by your contract, but to put your mind at rest, I have worked on numerous instances where CSM contacts run into the 200K plus all with the sn_customerservice.customer role.

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Thanks, Robbie

[Mark Manders · Accepted solution]

There are no limits to this, but you do need to ask yourself how many contacts you want to have using your portal. I worked for a client once that just had all employees of there customers added as contacts, because that was the easiest thing to do. And that was reverted very quickly when tickets were logged that didn't make any sense (and even requests for things that cost money by people that didn't even need it).

Question mainly is: what industry/business are you in. If it's necessary, add them (won't do a thing if you have thousands), but only do it if it's necessary.

[ersureshbe]

Hi, 'snc_external' role is supporting to access the portal. We should provide the role to account holders. For safer side, you should check license subscription allowed for limited or unlimited user with the help of 'Project license agreement'. Per my understanding there is no limitation.