Widgets are the building blocks for a portal. Widgets can be added to multiple pages or used multiple times on the same page, belonging to one or more CSM portal(s). Whenever a widget is added to a page, a unique widget instance is created, and each widget instance can be configured differently without impacting others.
ServiceNow has created a number of Configurable Portal Widgets that can reduce the workload required for an implementation and future maintenance of CSM portals, with Configurable Portal widgets, the sys admins can use configurable, no-code/low-code widgets for common requirements such as page banner, footer, FAQs, quick links or data lists.
Also, the widgets provide vastly improved user experience and are optimized for accessibility, performance, localization and search engine optimization (SEO).
Configurable Portal widgets allow you to configure the behavior, content and layout of a portal and reduce the workload required for its implementation and maintenance.
To adopt the feature: install and implement the UI Components for Customer Portals [sn_ciwf_ui_cmpnt] store application.
Note: Have an eye out for new widgets introduced with the quarterly store application release as they may apply to a service provider’s use case.
Useful Resources:
Refer to the curated list of a Portal Widget Library
Engagement Messenger:
Engagement messenger extends the ServiceNow customer self-service experience to third-party websites.
Use Case Scenario:
A Customer is on a 3rd party website making a purchase and needs assistance. The customer can access Engagement Messenger without leaving the 3rd party website which improves their experience.
Benefits:
- Extend customer self-service with low code/no code payments
- Empower customers with the same capabilities accessible through the consumer and customer service portals: Chat, Virtual Agent, Knowledge, Service Catalog, Case Management and Appointment Booking.
Engagement Messenger is a ServiceNow Application that can be embedded into third party websites. It appears as a pop-up window on the 3rd party site to allow customer access to customer service-related functionalities that are normally only on a CSM portal. It may be configured to present a personalized greeting, reminders and updates, search option, Knowledge articles, Service Catalog, Case Management, appointment Scheduling for walk-up, chat and VA.
To adopt feature: Install and implement the Engement Messenger [sn_csm_ec] store application.
Useful Resources:
For more information on Engagement Messenger, refer to the product documentation.
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