Self Service Portal For External Customers

[kathymorris]

Hi,

We are on Helsinki, patch 8, and are trying to build a self-service portal for our Customers. I must be looking in the wrong place. I cannot find any documentation on how to configure the external portal. Is there any additional costs to this functionality? I want to be mindful of costs as I develop. Looking to add service catalog items into the portal, add our logo. Should I be modifying the one called "Customer Service Portal"?

Thanks,

Kathy

[tolga1]

Hi Kathy

ServiceNow offers an application called Customer Service Management (CSM) for managing services for external customers. The portal you've found comes with that application. It offers self registration for customers, account management, offers a catalog, knowledgebase, publications, asset management, community Q&A, etc., even a support chat, for logged in users or even anonymously before having the customers logging in (in the Istanbul version).

This is a paid application, so you would need to contact your sales rep to get more information around pricing.

Best Regards

Tolga

[kathymorris]

Hi,

Is there any other way to build an external self-service application in ServiceNow?

Thanks,

Kathy

[tolga1]

Hi Kathy

You can build a new portal and put widgets on it, which don't require a role, so they are publicly visible. For fore doing "service management", you will need your externals to register and log in. The self registration part is going to be difficult and customized (the CSM application offers this out of box). On the other side, you could also provide the username and password to your customers and let them log in that way, but depending on the amount of customers, this probably won't be a smart way.

best regards

Tolga