| ServiceNow Sales CRM · Business Portal
Self-Service in Sales CRM: What Your Customers Can Do in the Business Portal
B2B customers don't want to pick up the phone for every order, quote, or invoice question. ServiceNow's Business Portal gives them a self-service home for ordering, checkout, quote requests, service changes, and case creation — all connected natively to CPQ and Sales Order Management.
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A lot of Sales CRM customers know ServiceNow can help their agents manage orders, invoices, and quotes — but don't realize the same capabilities can be extended directly to their end customers through the Business Portal.
This article walks through the core self-service capabilities available today: placing orders, checking out, requesting quotes, making changes to existing services (MACD), and raising cases against orders or invoices — all without picking up the phone.
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Ordering
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Self-Service Order Placement
B2B customers can browse the product catalog and configure their own orders directly in the Business Portal — no need to route every request through a rep. Customers get the same configurable-product experience agents use in CPQ, just tailored for self-service.
| ✓Configure bundled and optional products directly from the product catalog |
| ✓Place orders independently, any time — no waiting on a rep to submit |
| ✓User-friendly, guided flow designed to increase completion and conversion |
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Ordering
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Self-Service Checkout Experience — Download Cart
Not every stakeholder who needs to review a cart has portal access. Customers can download a PDF version of their cart — pricing, terms, and all — to share internally before completing checkout, and carts are automatically saved so nobody has to start over.
| ✓Download a PDF snapshot of the cart to share with users who don't have portal access |
| ✓Cart is automatically saved, reducing abandonment — customers pick back up later without re-entering everything |
| ✓PDF includes line items, pricing, and terms & conditions for faster internal review |
 
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B2B Commerce
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B2B Commerce: Request for Quote on Portal
Not every purchase is a straight self-checkout — sometimes a customer wants negotiated pricing first. Instead of emailing or calling in, customers can select products in the portal and submit a formal Request for Quote (RFQ), which sales teams can convert directly into a tailored quote.
| ✓Submit an RFQ directly from the portal, selecting products and optionally proposing a target price |
| ✓Sales teams seamlessly convert submitted RFQs into accurate, tailored quotes |
| ✓Replaces ad hoc email/phone quote requests with a structured, trackable self-service flow |
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Service Changes
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Self-Service MACD (Move, Add, Change, Disconnect)
Once a product or service is active, customers often just need to modify it — suspend it, disconnect it, or make a change. Rather than filing a request and waiting on an agent, customers can view their sold products in the portal and initiate these actions themselves.
| ✓View sold products, child products, and characteristics for anything they own |
| ✓Initiate Modify, Suspend, Disconnect, or Resume actions directly on a sold product |
| ✓Track related cases and install base items tied to the product from the same view |
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Case Management
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Self-Service Order Case Creation
When something on an order needs attention — a wrong quantity, a shipping change, a delay — customers can raise a case directly against one or more order lines from the portal instead of calling in, and track it through to resolution.
| ✓Create an order case directly against one or more existing orders from the portal |
| ✓Select specific order case lines, review expected vs. requested dates, and submit |
| ✓Frees support teams to focus on higher-priority issues instead of routine order requests |
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Case Management
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Self-Service Invoice Case Creation
Billing disputes are one of the most common reasons customers call in. The Business Portal lets customers raise an invoice case — against a whole invoice or specific invoice lines — with all the relevant details captured up front, so it routes to the right team faster.
| ✓Create invoice cases for a full invoice or specific invoice lines |
| ✓Capture priority and a short description up front to speed up triage |
| ✓Reduces call and email volume for routine invoice questions, boosting resolution speed |
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Resources
For the full product documentation, visit our Product Documentation site Self-Service in Sales CRM.
Questions or feedback? Drop a comment below!
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