Self service

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

Self-service portals

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

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

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.