Can you build a dashboard in the CSM Portal for a customer?
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3 weeks ago
Hello, Can you build a dashboard in the CSM Portal for a customer?
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3 weeks ago
Hi my friend,
Yes Indeed— you can absolutely build a dashboard in the CSM Portal for customers, and it’s a common pattern in mature CSM implementations.
The key thing to know is that customer-facing dashboards aren’t created from the standard ServiceNow “Dashboard” module.
In CSM, they are typically built as like a portal page using widgets that pull case, SLA, entitlement, and account data — all scoped so each customer only sees their own information.
A simple starting approach:
Create or use an existing CSM portal page
Add widgets for things like open cases, SLAs, recent activity, and knowledge
Apply user criteria/account filtering for security
Keep it performance-friendly and easy to navigate for external users
If your just getting into this area, your on the right track — this is exactly how most organizations begin improving the customer experience in CSM. Once the first page is in place, it’s easy to expand into KPIs, service health, and more executive-level views over time.
@Andrea41 - If help answer; Please mark Accepted Solution and Thumbs Up
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2 weeks ago
@Andrea41 - I hope i able to help you my friend, Please mark Solution Accepted if so.
