Use of Portal

[Aditya_hublikar]

Hello @Koji Yanase  ,

I hope you are doing well . Does your query is resolved ?

If my response helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Dr Atul G- LNG]

Hi @Koji Yanase 

Portals are typically the first interface that end users or customers interact with. They can be used to log incidents and requests, search for knowledge articles, view alerts, and perform other self-service activities. End users can also track the status of their records directly through the portal.

Portals are also useful for business users who need to approve records such as requests or changes. Instead of accessing the backend platform, these users can log in to the portal and approve records quickly and easily, saving time and reducing clicks.

Based on what I have seen, ServiceNow provides multiple portal options, such as Employee Center (ESC), Customer Service Management (CSM) portals, Knowledge portals, and other experience-based portals depending on the business requirements.

[Koji Yanase]

Thank you for your answers.

For instance, a function where an manager issues notifications and tickets to the entire service support division and tracks progress across individual departments is not well-suited for a portal.
Instead, I believe such functionality should be implemented as an application menu within the platform UI, accompanied by a dashboard.

What do you think?

[Dr Atul G- LNG]

No, this is a reporting use case. While it can be done on the portal, it is not the recommended approach.

For this kind of requirement, managers should use the native reporting capabilities to create reports and leverage dashboards for visualization and analysis.

You can also explore Data Visualization features, as they are better suited for reporting and dashboarding requirements. @Koji Yanase