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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer communication

# Customer communication {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management
practices.
{#customer-communication__table_wsy_d4s_kdc__entry__2}

|   |   |
|-|-|
| [Using Playbooks for Portals](https://www.servicenow.com/docs/NxhVqRWr1Cmt6mZbVDcPKw "Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.") | Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases. |
| [Using Walk-up Experience](https://www.servicenow.com/docs/sCB6dZqYIBSqxAZ~FL39VA "Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.") | Use the Walk-up Experience feature to check-in at a walk-up location, book appointments from the customer service portal, and monitor queues. |
| [Using Auto-Responder for case deflections](https://www.servicenow.com/docs/EB0rdyriErnl1CikBHJQnA "Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​") | Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​ |
| [Using Omnichannel Callback for Customer Service Management](https://www.servicenow.com/docs/1k6cTVyLsbXcTOOABFFDvQ "The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there’s a long wait time for a live agent.Additionally, agents can schedule callbacks on behalf of customers from CRM Workspace") | The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there's a long wait time for a live agent. |
| [Using the Customer Service Portal](https://www.servicenow.com/docs/LDxSFvwBp_d4N27J4Yo6ZA "Search for information about a question or an issue, or request assistance from a customer service agent.") | Search for information about a question or an issue, or request assistance from a customer service agent. |
| [Using the Consumer Service Portal](https://www.servicenow.com/docs/hYZioyGTcmg_iz6j9wInGA "The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.") | The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers. |
| [Using Conversational Appointment Booking](https://www.servicenow.com/docs/Yqcc~Ix~W5ZZarZqmnOrrA "Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.") | Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations. |
| [Using the Business Organization Support Portal](https://www.servicenow.com/docs/hpMZnU6Pxa7S1YQt4juo2Q "Use the Business Organization Support Portal (formerly Business Location Service Portal) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external organizations (formerly internal and external business locations).") | Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external organizations. |
[Table 1. Different ways of customer communication]

{#customer-communication__table_wsy_d4s_kdc}