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Looking for Best Approach to Enable Customer Portal in ServiceNow

RohitPapann
Tera Contributor

3 weeks ago

Hi Community,

I’ve been working on setting up an end-to-end customer flow in ServiceNow. So far, I have completed:

  • Raise a Lead – Captured customer interest (via CRM integration).

  • Generate a Quote – Integrated with external quoting tools.

  • Complete an Order – Tracked accepted quotes and fulfillment through Order Management / integrations.

✅ These steps are working as expected.

Now, I want to move forward with the next step: Customer Portal.

Customers should be able to use the portal to:

  • Raise incidents

  • View order status

  • Chat with a Virtual Agent

👉 I’d love to hear from the community:

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

  • Should I configure it directly in the Customer Service Portal, or are specific integrations/customizations recommended?

  • Any best practices or references you suggest for getting started?

Looking forward to your suggestions and guidance. 🙏

Thanks,
Rohit

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2 REPLIES 2

M Iftikhar
Mega Sage

2 weeks ago

Hi @RohitPapann ,

For your next step, enabling a Customer Portal, here are some recommendations:

Best Approach

  • Customer Service Portal (CSP): Start with the out-of-the-box Customer Service Portal. It already includes core features like case/incident creation, knowledge search, and Virtual Agent integration.

  • Order Status: You can surface order data by exposing Order Management tables to the portal using Service Portal widgets or via CSM’s case/order linkages.

  • Virtual Agent: The CSP supports Virtual Agent natively. You just need to configure topics relevant to your use cases (e.g., order status inquiry, incident creation).

Best Practices

  • Reuse OOTB Capabilities: Minimize custom development by leveraging the standard CSP widgets.

  • Security: Pay close attention to role and ACL setup to ensure customers only see their own orders and incidents.

  • Branding: Consider theming and branding early to align with your customer-facing identity.

  • Documentation: ServiceNow docs and the CSM Implementation Guide are great starting points.

If your needs go beyond standard CSP (e.g., deeper integrations or complex order tracking), then lightweight custom widgets or integrations may be required.
Hope this helps you move forward!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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MattSN
Mega Sage
Mega Sage

2 weeks ago

There are a series of Configurable Portal Widgets for CSM. Follow the documentation - https://www.servicenow.com/docs/csh?topicname=csm-configurable-portal-widget.html&version=latest

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