How to create Customer Service portal & Dashboard

[SomnathR]

Hi Team, 

I am reaching out to seek guidance on how to create a customer service portal and dashboard in ServiceNow. Specifically, I would like to understand the best practices for designing the user interface, implementing features for customer interactions, and integrating it with existing workflows.

Any resources, documentation, or step-by-step instructions you could provide would be greatly appreciated.

Thank you for your assistance!

[Community Alums]

Hi @SomnathR ,

Creating a Customer Service Portal and Dashboard in ServiceNow can greatly enhance how customers interact with your support team and how agents track service performance. Here’s a simple breakdown of the approach and best practices to help you get started:

To build a Customer Service Portal, start by using Service Portal or Next Experience (depending on your version and UI preference). The portal is the customer-facing interface where users can raise issues, track their cases, access knowledge articles, or chat with virtual agents. You can either customize the OOTB (Out-of-the-Box) CSM Portal (Customer Service Management Portal) or create your own by cloning it. Use Theme Builder to customize the look and feel, and Page Designer to arrange widgets like "Create a Case," "My Open Cases," or a "Knowledge Search" bar.

For the user interface, focus on clarity and self-service. Make sure your home page has clear CTAs (Call to Actions), such as “Report an Issue” or “Search Knowledge.” Use Search Sources to help customers find solutions without submitting a case. Also, provide chatbot support using Virtual Agent and Now Assist to automate common inquiries. Make use of Service Catalogs if your portal includes service requests.

In terms of integration with existing workflows, ensure that submitted cases from the portal flow directly into your CSM workflows using case types and assignment rules. Customize case forms, configure entitlements, and apply SLAs to ensure proper tracking. Use Flow Designer to automate actions like sending acknowledgment emails, routing based on product or location, or escalating high-priority issues.

For dashboards, use Performance Analytics or ServiceNow Dashboards to provide real-time views into case volume, first-call resolution, customer satisfaction (CSAT), and agent performance. You can create dashboards for customers (via the portal) and for internal agents and managers. Make sure widgets are role-based so only the relevant users see the correct data.