Configuring the Business Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring the Business Portal

    The Business Portal (snb2bportal) enables B2B customers to independently manage key processes such as order creation, order case management, invoice management, and request for quote (RFQ) creation. This self-service portal enhances customer experience by allowing direct interaction with product catalogs, order workflows, and support cases.

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    Configuration Process

    To set up the Business Portal effectively, install the following applications in sequence via the Application Manager:

    • Order Management Portal (snordmgmtportal)
    • Product Catalog Management Portal (snprdpmportal)
    • Customer Service Portal (sncsmportal) - this automatically installs the Business Portal application
    • UI Components for Customer Portals (snciwfuicmpnt)
    • Sales Cart plugin (snsalescart) for streamlined order creation and checkout
    • Customer Request for Quote plugin (sncustrfq) - optional, enables RFQ functionality and quote generation in CSM Configurable Workspace

    Key Configuration Details

    • Enable the Business Portal: Activate snb2bportal to allow customers to browse products and place orders.
    • Product Catalog Visibility: By default, only users with the sncustomerservice.customer role can access the catalog. Use the CustomerPortalCatalogAccessUtil script include to extend access to additional users after configuring catalog and pricing.
    • Sales Cart Application: Provides an easy-to-use order creation and checkout experience for customers.
    • Request for Quote (RFQ): Optional installation enables customers to request quotes and allows sales agents to generate quotes from RFQs within the CSM workspace.
    • Self-Service Order and Invoice Case Management: Install relevant applications to allow customers to manage order and invoice cases directly from the portal.

    Additional Customizations

    • Branding: Customize sales cart summary PDFs by embedding your company logo to maintain consistent branding.
    • Data Retention Policies: Adjust default data retention and cleanup policies for the Sales Cart application to align with organizational compliance requirements.
    • Checkout Terms and Conditions: Add customized order checkout terms via the CartTermsAndCo document template block for clarity and legal compliance.
    • AI-Powered Workflows: Enable chat and voice options for order and invoice case submission through the Manage Order and Manage Invoice Operations applications, enhancing customer interaction and support efficiency.
    • Invoice Dispute Management: Billing specialists can utilize the invoice dispute assist workflow in the CSM/FSM Configurable Workspace to resolve invoice-related cases.

    Benefits for ServiceNow Customers

    By configuring the Business Portal, ServiceNow customers empower their B2B clients with intuitive self-service capabilities that reduce support load, accelerate order processing, and streamline invoice and case management. This leads to improved customer satisfaction, operational efficiency, and consistent brand presentation across customer-facing documents.

    Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).

    Configuration overview

    1. Install the following applications and features in the specified order using the Application Manager to set up the Business Portal:
      1. Order Management Portal: sn_ord_mgmt_portal
      2. Product Catalog Management Portal: sn_prd_pm_portal
      3. Customer Service Portal: sn_csm_portal
        Note:
        The Business Portal application (sn_b2b_portal) is automatically installed when you install the Customer Service Portal.
      4. UI Components for Customer Portals: sn_ciwf_ui_cmpnt
      5. Sales Cart plugin: sn_sales_cart
      6. Customer Request for Quote plugin: sn_cust_rfq
    2. Enable the Business Portal

      Enable the Business Portal (sn_b2b_portal) so customers can browse products and create orders.

    3. Configuring product catalog visibility on the Business Portal

      By default, only users with the sn_customerservice.customer role can view the product catalog on the Business Portal. After setting up your product catalog and pricing, use the CustomerPortalCatalogAccessUtil script include to extend catalog visibility to additional users.

    4. Install Sales Cart

      Provide easy order creation and checkout processes to your customers through the Sales Cart application.

    5. (Optional) Install Customer Request for Quote

      Enable B2B customers to request for quotes (RFQ) from the Business Portal. Installing this application also installs the Request for Quote module in the CSM Configurable Workspace, which enables sales agents to generate quotes from the RFQs.

    6. (Optional) Install apps for self-service order case management

      Install the applications or features that provide the self-service options that you want to offer customers for managing order and invoice cases on the Business Portal.

    Additional configurations and customizations

    The following tasks help you further customize and configure the Business Portal to support self-service Sales Customer Relationship Management workflows for B2B customers:

    Enable AI-powered workflows on the Business Portal