Using the Consumer Portal

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

    • The Consumer Portal is a web interface that your company can use to provide information and support to consumers.

    The Consumer Portal is based on the ServiceNow Service Portal application. Consumers can use the portal to search for information, or request assistance from a customer service agent.

    From the Consumer Portal, consumers can:
    • Search for information, browse knowledge articles.
    • Start a chat session with a customer service agent
    • Register, create a login, and create a user profile.
    After registering and logging in to the Consumer Portal, consumers can:
    • Edit user profile information and change passwords.
    • Register new products and view a list of currently registered products.
    • Contact a Consumer agent about a question or issue.
    • Create cases and view a list of current cases.
    • Accept or reject proposed case solutions.

    Your Consumer portal activity usually begins on the Consumer portal home page. It has configurable widgets to display information. If you’re a logged-in user, you see different information than non-logged-in users. Your organization can customize the home page.

    Table 1. Consumer Portal Home Page for Logged-in users
    UI component Description
    Resources Navigate to the Knowledge, Publications, or FAQ pages.
    Requests Submit a request or view submitted requests.
    My hub Manage products, install base items and household members.
    Browse services Browse through topics and request services.
    FAQs Get quick answers to common questions.
    Search Perform a search.
    • Enter a keyword for type-ahead search
    • Enter one or more words to view all search results
    Tours View a tour for additional guidance on how the Customer Service Management application works.
    Note:
    Your administrator determines whether tours appear on pages or not.
    Profile menu View your profile or log out.
    Live chat Chat with a virtual agent or a customer service agent.
    Track your case updates View updates on your case.
    Quick links to get you started View links to knowledge articles, catalogs, pages, and external links.
    Browse topics Navigate through topics to explore services and resources.
    Most trending articles View a list of most viewed articles.
    Most popular services Request items and services from the catalog.
    Footer Contains important links, contact information, and legal details for easy access.

    Customizing the Consumer Portal

    To customize this portal, navigate to Service Portal > Portals and select Consumer Portal. For details about creating a custom interface, see Service Portal.