Which portal should i choose between CSM and CSP

[Prakash_S]

Hello Team,

I have a scenarios where i need to choose portal to use for our customer. I want to use it for both internal and external customer. Do i need to configure both or one can help me. if one then which one?

[Satoshi Abe]

Hi @Prakash_S 

Same question is answered in community.

https://www.servicenow.com/community/csm-forum/difference-between-csm-and-csp-portal-in-servicenow/m....

CSM portal : for BtoB customers

CSP portal : for BtoC customers

[Runjay Patel · Accepted solution]

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.

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Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Prakash_S]

Hi @Runjay Patel .

Thanks for the details.