---
sourceDocument: Brazil Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Relationship Management

ft:clusterId :

    - crm

bundleId :

    - crm

workflow :

    - CRMI


---

# Self service

# Self service {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The self service applications give customers, consumers, and partners the tools to resolve issues, track their cases and orders, access knowledge, and manage their own service relationships without contacting an agent. These
applications are available as separate installs from the ServiceNow Store and are built on the same CRM data model that agents use in the workspace.

## In this section {#crm-self-service__section_z3k_yng_y3c}

[Self-service portals](https://www.servicenow.com/docs/Cl~LklGeorE1qLJbTLwOCA "Self‑service portals are customer-facing websites in ServiceNow that provide an online place for customers to get information and support. They help customers help themselves by finding answers, submitting requests, and tracking progress, without needing to contact an agent for routine needs.")
:   Understand how the Customer Service Portal, Consumer Service Portal, and Business Portal provide configurable self-service environments for B2B customers, B2C consumers, and organizations that need a richer out-of-the-box
    portal experience.

[Omnichannel](https://www.servicenow.com/docs/v~uAo6bhz5v9kKt3~THo_w "Omnichannel support enables organizations to serve customers across multiple communication channels, including voice, chat, email, SMS, consumer messaging apps, social media, and Engagement Messenger, from a single, unified workspace. Agents handle all interactions in CSM Configurable Workspace, and customers reach support through whichever channel fits them best.")
:   Understand how CRM connects customers and agents across multiple communication channels, including email, chat, telephony, and messaging, within a single unified service experience.

[Web embeddables](https://www.servicenow.com/docs/t5VvhL1le2LCEuSXKIombA "Web  embeddables  are a set of self-service components that you can embed directly into external websites to give customers access to ServiceNow  self-service  capabilities without leaving your site. Customers can  search for  knowledge articles,  submit  requests, and create and track cases  from any web page where the components are deployed. ")
:   Understand how web embeddable components allow organizations to surface ServiceNow CRM capabilities, such as case submission, knowledge search, and virtual agent, directly within external websites and digital
    properties.