Guidance on Setting Up Customer Portal After Completing Lead → Quote → Order Steps

[RohitPapann]

Hi Community,

I’ve been working on building an end-to-end customer flow in ServiceNow. So far, I have implemented these steps:

1. Raise a Lead – Captured customer interest (handled through CRM integration).

2. Generate a Quote – Created quotes by integrating with external quoting tools.

3. Complete an Order – Tracked accepted quotes and managed fulfillment using Order Management / integrations.

✅ These three steps are working as expected.

Now, I want to move to the next step:

1. Customer Portal

   • Customers should be able to use a self-service portal to:

     • Raise incidents

     • View order status

     • Chat with a Virtual Agent

👉 My question:

• What’s the best approach to enable this Customer Portal functionality in ServiceNow?

• Should I build it in the Customer Service Portal directly, or are there specific configurations/integrations needed?

• Any best practices or references to get started?

Thanks in advance for your guidance!
Rohit

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