Hi @Prakash_S ,
Customer Service Management (CSM): portal is activated by default with Customer Service Management and is designed primarily for B2B scenarios, where a business sells products or services to other businesses. This portal supports a model that manages relationships between accounts, contacts, and the products or services to which they are entitled from the organization using ServiceNow.
Consumer Service Portal (CSP): activated via a specific plugin, is tailored for B2C scenarios, where businesses interact directly with individual consumers. This portal supports a model focused on relationships between individual consumers and the products or services they own or are entitled to. It includes a self-registration feature, enabling public users to initially access the site and register for further access.
Note: Customer service portal can be used by employees, but this is mainly designed for customers.
Customers can use the portal for below activities:
- Search the knowledge base for information related to their issues.
- Engage with the community, connect with other users, and ask questions.
- Create cases to report issues or problems.
- View and manage their existing cases.
- Access information on assets and products.
- Update their profile information.
- Adjust their notification preferences.
Customer administrators have additional capabilities:
- Add new contacts.
- Set up login credentials for new contacts.
- Enable or disable contact logins.
- Assign user roles to contacts.
- Link contacts to specific assets.
- View and update contact information.
- Approve registration requests.
-------------------------------------------------------------------------
If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.
Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay
-------------------------------------------------------------------------
