--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Set up self-service # Set up self-service {#ariaid-title1} Release version: Australia Updated May 7, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features. |-|-|-| | [PortalsSet up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, and other essential features.](https://www.servicenow.com/docs/Ig4uWG~STgtPr1F2ikRHqg "Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, case management, and other essential features through configurable interfaces.") | [Walk-up ExperienceSet up Walk-up Experience to configure a contact channel to support both online check-in and onsite check-in to a service center.](https://www.servicenow.com/docs/~xsrbT~JybTb9QSYPwKYTw "Configure various aspects of Walk-up Experience based on the specific requirements of your organization. Users with the sn_csm_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.") | [Conversational Appointment BookingSet up Conversational Appointment Booking to enable customers to book, reschedule, and cancel appointments from Virtual Agent conversations.](https://www.servicenow.com/docs/UJW5wGEDj5KzEAAsdSMJGA "Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.") | | [Configurable Portal Widgets![]()Configure the behavior, content, and layout of a portal by configuring instance options on Configurable Portal widgets.](EOZgZd2agAPYmVj2WSsPjw "Configurable Portal widgets provide you with the ability to configure the behavior, content, and layout of a portal by configuring instance options.") | [Web EmbeddablesEmbed ServiceNow components into external websites to interact with the ServiceNow platform without requiring users to access the ServiceNow instance.](https://www.servicenow.com/docs/dhyFI4G7vCTIWml0KoB~~Q "Web Embeddables enables you to embed the ServiceNow components into external websites outside of the ServiceNow environment. Use the default components or create custom components to interact with the ServiceNow platform. Dedicated APIs support real-time data exchange without requiring users to access the ServiceNow instance directly.") | | [ ] {#set-up-self-service__table_gg4_j41_l1c} [Portals](https://www.servicenow.com/docs/Ig4uWG~STgtPr1F2ikRHqg "Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, case management, and other essential features through configurable interfaces.") : Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, case management, and other essential features through configurable interfaces. Choose from Customer and Consumer Service Portals or Business and Consumer Portal based on your organizational needs. [Walk-up Experience](https://www.servicenow.com/docs/~xsrbT~JybTb9QSYPwKYTw "Configure various aspects of Walk-up Experience based on the specific requirements of your organization. Users with the sn_csm_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.") : Set up Walk-up Experience to support both online and onsite check-ins at your service center. Configure the experience to fit the needs of your organization. [Conversational Appointment Booking](https://www.servicenow.com/docs/UJW5wGEDj5KzEAAsdSMJGA "Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.") : Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel appointments through Virtual Agent conversations. [Configurable Portal Widgets](https://www.servicenow.com/docs/EOZgZd2agAPYmVj2WSsPjw "Configurable Portal widgets provide you with the ability to configure the behavior, content, and layout of a portal by configuring instance options.") : Use Configurable Portal widgets to configure widget behavior, visual appearance, and content. Update the information presented on widgets through instance options to reduce the work required to implement and maintain widgets for your users. [Web Embeddables](https://www.servicenow.com/docs/dhyFI4G7vCTIWml0KoB~~Q "Web Embeddables enables you to embed the ServiceNow components into external websites outside of the ServiceNow environment. Use the default components or create custom components to interact with the ServiceNow platform. Dedicated APIs support real-time data exchange without requiring users to access the ServiceNow instance directly.") : Use Web Embeddables to embed ServiceNow components into external websites outside of the ServiceNow environment. Use the default components or create custom components to interact with the ServiceNow platform through dedicated APIs that enable real-time data exchange without requiring users to directly access the ServiceNow instance. [Set up Engagement Messenger](https://www.servicenow.com/docs/iOnj3wUSqoC22yW8gEyVhA "Understand the stages involved in setting up Engagement Messenger before you add it to your customer service web portal.") : With the [Engagement Messenger](https://www.servicenow.com/docs/CBraA_6zmqEB6E_cnms0nA "By using the ServiceNow Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.") web application, your customers can easily access the information or services they need from your third-party web applications, even if they're located outside of the ServiceNow environment.