Difference between CSM and CSP Portal in ServiceNow

[Bhumika K N]

Hello All ,

What is the difference between CSM and CSP Portal in ServiceNow?

[Community Alums]

Hi @NAKUL A R1 ,

Please read my answer once again and then comment , i have mentioned both.

Just don't comment for the sake of commenting anything.

[NAKUL A R1]

@Community Alums your answer is perfectly fine. I was pointing out on this one. 

CSP = Consumer Service Portal and Not Customer Service Portal - this is even in the exam of CIS CSM. people often get confused on this word hence showcase it. Apologies! 

[Community Alums]

Hi @NAKUL A R1 ,

You could have pointed out saying use" consumer" !!

What you said "Please use the right nomenclature" that means the whole answer is wrong. Please read your comment before posting.

[Abhishek Rai]

Hi @Bhumika K N 

Customer Service Management (CSM) application includes the following two portals -

The CSM portal is activated by default with Customer Service Management and is primarily used for B2B use-cases, as in, a Business that sells products to other Business. This portal supports the model that extends a relationship between accounts and contacts and products and services they are entitled to from the organization hosting ServiceNow. 

Customer Support Portal (csm) - This Portal is designed for B2B customers (Accounts and Contacts). Please take a look at the product documentation to know more about the Customer Support Portal.

The CSP portal is activated specifically via plugin and is used primarily for B2C use-cases, as in, Business to Consumer. This support a model that extends a relationship between an individual consumer and the services or instance of a product that they are entitled to or own. This portal supports the concept of self-registration which allows users from the public to access the site initially and register for access. 

Customer Service Portal (csp) - This Portal is designed for B2C customers (Consumers). 

Please take a look at the product documentation to know more about this Customer Service Portal.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Abhishek Rai

[Dinesh87]

Hi @Bhumika K N 

Customer Service Management (CSM) application includes the following two portals -

These some key points for Plugins.

1.If the instance is San diego version then you need to download 2 plugins for 2portals as mentioned below.

(a) For Customer Service Portal you need com.sn_customerservice.

(b)For Consumer Service Portal you need com.glide.service-portal.consumer-portal.

(c)If your version is Tokyo and above then you just need to download com.sn_customerservice which will give access to two portals.(After update)

1. Customer Support Portal (CSM) - This portal is used for B2B(Business to Business) scenario. Here accounts, Contacts, Partners come into picture. Basically the person have access to this portal will have Registration code that is linked with company. Mainly this portal is used by partners to solve the issue of the customers to whom they resold the products. Where they can raise cases directly.

Please take a look at the product documentation to know more about the Customer Support Portal.

2.Consumer Service Portal (CSM) - This Portal is designed for B2C Customers (Consumers).

The Consumer Service Portal is based on the ServiceNow Service Portal application. Consumers can use the portal to search for information, get their questions answered by other registered members, or request assistance from a Consumer service agent. Which is useful for customers to buy own products for Self-use.

Please take a look at the product documentation to know more about this Consumer Service Portal.

If my answer is helpful, please hit the Thumb Icon and mark as Correct !!

Thanks

Dinesh