Configure the Customer and Consumer Service Portals

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Customer and Consumer Service Portals to provide information and support for your customers.

    Before you begin

    Role required: sp_admin

    About this task

    The Customer and Consumer Service Portals are self-service web portals based on the ServiceNow Service Portal application.

    The Customer Service Portal supports your business-to-business (B2B) customers and the Consumer Service Portal supports your business-to-consumer (B2C) customers.

    Use the portals to provide information and support for your customers. The portals provide a basic format that customers can use to search for information or request assistance from a customer service agent. They include the following features:
    • A header with links for different customer activities.
    • A search feature that customers can use to search for information from several repositories.
    • Links to information sources such as the knowledge base, the user community, and customer support.
    Note:
    The Customer Service Portal is automatically installed when you activate the Customer Service plugin.

    To activate the Consumer Service Portal, activate the Consumer Service plugin.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Customer Service Portal (B2B) or the Consumer Service Portal (B2C) category, view the list of tasks to configure the feature.
      Table 1. Customer and Consumer Service Portal configuration tasks
      Task Description
      Customize the Customer Service Portal Customize the Customer Service Portal to meet your needs.
      Activate the Consumer Service Portal Activate the Consumer Service Portal plugin.
      Customize the Consumer Service Portal Customize the Customer Service Portal to meet your needs.
    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.