Difference between customer service and customer support portal

[SwarnadeepNandy]

Hi,

In Servicenow kingston, there are 2 types of portal for CSM one is "Customer Service" and "Customer Support". What are the differences between them?

Regards,

Swarnadeep Nandy

[SimonDunsmoor]

Morning Swarnadeep,

I'm "stealing" this from the SN Docs site:

• The customer portal is based on the Content Management System (CMS) and is available with the Customer Service Management application.
• The Customer Service Portal is based on Service Portal and requires the Customer Service Portal plugin (com.glide.service-portal.customer-portal).

You'll need the Service Portal plugin to manage/use the Customer Service Portal.  

Here is a link to the Customer Service Web Channel page with more information and further links to assist you.

Simon Dunsmoor

[SwarnadeepNandy]

Hi Simon,

But I both see under Service portal.

Any functional difference between these 2 portals?

Regards,

Swarnadeep Nandy

[SimonDunsmoor]

Hey Swarnadeep,

Here is a link to the Docs site explaining Content Management and Service Portal.

If you aren't using the CMS portal, then I suggest using the Service Portal.  CMS uses Jelly and the SP uses Angular JS....which I believe is why its the "latest and greatest".  

At the end of the day, I think it will come down to which technology you'll be more comfortable customizing and supporting.

Simon Dunsmoor

[Viswanatha Red3 · Accepted solution]

Hi Swarnadeep,

Customer Support Portal: This portal used for B2B scenario. Here accounts, Contacts, Partners come in picture. Customer admin/partner admin create the contacts.

Customer Service Portal: This portal used for B2C Scenario. (Formerly in Istanbul and ealier called as Consumer Service Portal (csp). Here the only the Consumers come in picture.

Thanks & Regards

Viswa