Does it make sense to combine CSM and Employee Center

[Jacques Clement]

Hi - I’m dealing with a scenario where I would like to combine the versatility of Employee Center with Customer Service Management. In other words, replacing /csm with /esc.

Does anyone see any technical or functional roadblocks with this approach Note that we’re considering using CSM for internal employees, but serve them as “customers”, i.e. leveraging case management.

Thanks.

[Musab Rasheed]

Hello,

ESC is for HR related and for internal employees whereas CSM is customer centric , it is not good to replace CSM with ESC as ESC is completely for HR related and it has dedicated chat , HR KB articles , HR catalog items which you don't want customers to have access to so I would suggest you keep both separate.

Hope you are clear.

Mark my answer as correct if that helps

Regards

[Jacques Clement]

Hi Musab - Just to be more precise, I am talking about Employee Center (default portal extension = esc) which actually is the opposite of an HR only portal. It's meant to be enterprise grade and therefore cover IT, HR, Legal, Risk, WSD, etc. I hope this clarifies my question. 

[Community Alums]

Hi @Jacques Clement ,

CSM is completely focused towards the Customers side mostly and it's one of the only Module in ServiceNow which interacts with external users.

On the other hand, Employee center is a unified platform which works as a self-service or first interaction platform for the Employees of an organization or maybe the internal employees. Employee Service Center which is part of HR Service Delivery should be the unified portal for the employees to find information, get help, as well as request the services they need.

You cannot combine Employee center with CSM portal. it actually defies from the respective portals uses.

For example, check my instance here, where i have CSM and other modules active in my instances like GRC,ITSM,HR and CSM. Here in this employee center you cannot find "CSM" as an option at all

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Community Alums]

Hi @Jacques Clement ,

Any update to this ?Any follow-up required? if not

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep