OOTB ITSM VA topics are not displaying for external users on CSM portal

[Debbie Elder1]

How do I make ITSM topics (such as Email Issues) visible to external CSM contacts on the CSM portal? Publish makes them visible on ESC and SP to internal users but they are not available on CSM portal.

[Community Alums]

Hi @Debbie Elder1 ,

As the KB from ServiceNow, To resolve the issue, add the "public" role to the topic you wish to be displayed when accessing Virtual Agent embedded in an external website.

[Debbie Elder1]

Thanks for the suggestion @Community Alums In fact, what I did was explicitly add snc_internal and sn_customerservice.customer to the topic properties, so now the topic is available to internal users on esc or sp portals and external customers on csm portal:  

[Community Alums]

HI @Debbie Elder1 ,