--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/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 --- # Self-service # Self-service for Customer Service Management {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read With the Customer Service Management (CSM) application, you can provide service for your customers through web applications that hosts self-service capabilities like knowledge articles, community forums, service catalogs, case management, and chat. Self-service in CSM empowers customers to resolve issues independently through intuitive digital experiences. It reduces dependency on support agents and improves overall satisfaction. Users can find information, resolve issues, and request assistance through web applications. The platform provides access to knowledge articles, virtual agents, communities, and case management. It helps customers get the support they need quickly, reduces the workload on service agents, and improves overall service efficiency. Self-service in CSM offers the following benefits: Reduces agent workload : Self-service enables customers to resolve common issues on their own using knowledge articles, guided help, and virtual agents. This reduces the volume of incoming cases and enables support agents to focus on more complex, high-value interactions. Seamless access to self-service support channels : Customers can access support anytime through an intuitive portal, virtual agent, or knowledge base. Immediate access to information and automated assistance leads to faster resolution times and a more seamless support experience. Lowers support costs : By shifting routine inquiries and requests to self-service channels, organizations can reduce the demand for live agent support. It decreases operational costs while maintaining high service quality and efficiency. Provides consistent and accurate answers : Centralized knowledge management ensures that all customers receive standardized and verified information. Knowledge articles and automated workflows deliver accurate, up-to-date solutions, minimizing confusion and repetitive requests. Enhances overall customer experience : Self-service offers a user-friendly interface that empowers customers to take control of their support journey. By providing multiple, easy-to-use channels and faster resolutions, organizations can strengthen customer trust, loyalty, and engagement. ## Web Embeddables {#self-service-options-csm-customers__section_rpd_515_bhc} With Web Embeddables you can embed web components into external websites outside the ServiceNow environment. These components enable interaction with the platform through dedicated APIs that support real-time data exchange and provide functionality without requiring users to access the ServiceNow interface. To learn more about Web Embeddables, see [Configure Web Embeddables](https://www.servicenow.com/docs/dhyFI4G7vCTIWml0KoB~~Q "Embed ServiceNow components into external websites to enable real-time data exchange without direct platform access."). Web Embeddables offer the following benefits: * Seamless user experience: Embedding components onto third-party websites enables you to access them without leaving the current site. You don't need to switch between multiple websites. This maintains a consistent user experience and enhances engagement. * Configuration: Configure the components to fit the specific needs of your website ensuring that the embedded components synchronize with other components on your website. This flexibility enables you to tailor the user experience according to your business requirements. * Reusability: The ability to modify the global code and component code enables you to reconfigure the components without developing new functionalities from scratch. * Low code configuration: Manage updates to data, event handlers, and the presentation of your components with minimal coding. Configure the component code enables you to trigger updates across your component with minimal effort. {#self-service-options-csm-customers__ul_ddx_4gk_bcc} ## Self-service portals {#self-service-options-csm-customers__section_vsl_2ch_tvb} By using the Service Portal web application, you can create portals that empower your customers to resolve issues and submit cases and requests for themselves. To help direct customers to the right portal resources, you can also activate the Virtual Agent application for Customer Service Management. ## Self-service portal types {#self-service-options-csm-customers__section_lsr_nkg_2mb} You can configure four types of portals. The Business Portal and Consumer Portal are enhanced portals built on configurable widgets, while the Customer Service Portal and Consumer Portal are standard portals. New implementations should use the enhanced portals. Note: The Business Portal and Consumer Portal plugins are installed automatically when customers install the Customer Service Portal and Consumer Service Portal plugins respectively. The following table describes the four self-service portals:{#self-service-options-csm-customers__table_pbw_1v5_xjc__entry__2} | Portal | Description | |-|-| | [Customer Service Portal](https://www.servicenow.com/docs/2xOzhUTTIN50pTQWIbA5Zg "Search for information about a question or an issue, or request assistance from a customer service agent.") | Supports your business-to-business (B2B) customers | | [Business Portal](https://www.servicenow.com/docs/zhHGktjoXX~~OMiIzaQzNg "Search for answers to questions or known issues, or contact a customer service agent for assistance.") | Supports your business-to-business (B2B) customers and is built using configurable widgets. The Business Portal is an enhanced version of the Customer Service Portal. | | [Consumer Service Portal](https://www.servicenow.com/docs/E29kHYHRfNzpIxEeTRgcKw "The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.") | Supports your business-to-consumer (B2C) customers | | [Consumer Portal](https://www.servicenow.com/docs/DG6aQadc4aWbO3uZ_R1O8Q "The Consumer Portal is a web interface that your company can use to provide information and support to consumers.") | Supports your business-to-consumer (B2C) customers and is built using configurable widgets. The Consumer Portal is an enhanced version of the Consumer Service Portal. | [Table 1. Self service portal types] {#self-service-options-csm-customers__table_pbw_1v5_xjc} All the portals offer the same self-service and Virtual Agent assistance features. Note: Existing customers can migrate to the Business Portal (B2B) or the Consumer Portal (B2C) to experience enhanced features. Self-service on portals : You can configure your self-service portals with the following features:Figure 1. Self-service portal To get started with the portals, see [Configure the Customer and Consumer Service Portals](https://www.servicenow.com/docs/ogjZwJHL8ONqR~H6b2bfog "Configure the Customer and Consumer Service Portals to provide information and support for your customers.") and [Configure Business and Consumer Portal](https://www.servicenow.com/docs/VPNtT2LN8BPF7_EixLGkeQ "Configure the business and consumer portal to provide information and support for your customers."). ## Engagement Messenger {#self-service-options-csm-customers__section_sjm_lf5_bhc} 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. To learn more about [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."), see [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."). ## Service catalog {#self-service-options-csm-customers__section_lr5_wqy_bhc} With the Service Catalog capability, you can create service catalogs where customers can request items, such as service and product offerings. You can enable customers to request items from the portal by associating one or more service catalogs with the portal. Customers can also track the status of open requests from the portal. To learn more about Service catalog, see [Service catalog integration with the Customer and Consumer Service Portals](https://www.servicenow.com/docs/qrwiklWBTMo22lSkPKuPag "Users with the customer administrator role (sn_customerservice.customer_admin) can associate a portal with a service catalog."). ## Knowledge base {#self-service-options-csm-customers__section_vb3_vqy_bhc} With the Knowledge Management capability, you can create knowledge bases with articles to share information with customers on the portal. Customers can search the knowledge bases for information, such as troubleshooting or task resolutions, to resolve issues and answer questions. To learn more about searching the Knowledge base, see [Search the knowledge base](https://www.servicenow.com/docs/DdYfM_tDrkpcuj4tHvqQvA "Use the customer portal to search the knowledge base or view a list of popular knowledge base articles."). ## Chat {#self-service-options-csm-customers__section_udh_tqy_bhc} With the Virtual Agent platform capability, you can design and build automated conversations that help your customers get the help that they need. As customers answer questions and select options presented by Virtual Agent, they're directed to a self-service resource. If customers want to chat with an agent, Virtual Agent hands them off to a live agent. To provide this resource, use the Connect Support feature. To learn more about chat, see [Configuring the chat channel](https://www.servicenow.com/docs/IHVCxXba6DJPOH~vC6YgXg "Configure the chat channel with the ServiceNow Connect Support feature. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. You can also give users the option of switching to a live agent from a virtual agent."). ## Community {#self-service-options-csm-customers__section_s1v_pqy_bhc} With the Communities capability, you can create forums for agents and customers to connect, engage, and collaborate with each other. On the portal, customers can search for community content that could provide the solutions and answers that they need. To learn more about communities, see [Communities](https://www.servicenow.com/docs/COsCOO3GmBdVpBBixuF0HQ "With the ServiceNow Communities application, connect, engage, and collaborate with your employees, customers, partners, and prospects. Your users get quick responses to their issues by posting questions, reviewing blogs or videos, and searching for previous discussions. It is an essential component of your self-service strategy along with Knowledge Base and Service Catalog.").