Scheduling Assistant for customers

[BigZolo]

Hi All,

I'm looking for a solution to provide a scheduling assistant to customers via the customer support portal so they can arrange virtual meetings (e.g., MS Teams, Zoom) directly with our support team. I'm looking for an OOTB (Out-of-the-Box) solution within Customer Service Management (CSM), but I haven't been able to find one.

I'm surprised that there is no standard solution for this, as it's a common use case, but perhaps I am just not looking in the right place.

Here's what I'm looking for and what I've considered:

• My goal: To enable customers to easily schedule a meeting with a customer service agent through the Service Portal.

• What I'm looking for:

  • Is there any OOTB functionality within the ServiceNow Customer Service Management (CSM) module that can handle this? I've seen "Appointment Booking" and "Walk-up Appointments" mentioned, but it's not clear if these can be used for virtual meetings rather than just physical walk-ins.

  • If there isn't an OOTB solution, what are the most common and effective custom solutions for this? For example, has anyone successfully built a custom widget for the portal to achieve this?

Any insights, examples, or links to relevant community posts would be incredibly helpful.

Thanks!

[Dr Atul G- LNG]

Hi @BigZolo 

"Not sure what you mean by 'customer' here. Is it an internal IT user or an external customer? If internal, then the Walk-up experience is a good option. Even for external users, customers can book slots in the same way. From my understanding, there is a scheduling assistant available for customers. If you can explain a bit more, we’ll be able to guide you better."

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

[BigZolo]

Hi @Dr Atul G- LNG 

Thansk for your answer. We need solution for external customers, who have access to our customer service portal but no access to the backend UI.

[Dr Atul G- LNG]

iHi @BigZolo 

https://www.servicenow.com/docs/bundle/yokohama-field-service-management/page/product/field-service-...

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...