Set up self-service

Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features.

Customer and Consumer Service PortalsSet up the Customer and Consumer Service Portals to provide information and support to your customers.	Walk-up ExperienceSet up Walk-up Experience to configure a contact channel to support both online check-in and onsite check-in to a service center.	Conversational Appointment BookingSet up Conversational Appointment Booking to enable customers to book, reschedule, and cancel appointments from Virtual Agent conversations.
CommunitiesUse Communities to interact, learn, share knowledge, troubleshoot issues, and stay informed about the latest developments and innovations within the Customer Service Management ecosystem.	Knowledge ManagementCreate and share knowledge bases containing articles that provide users with information such as self-help, troubleshooting, and task resolution.	Service catalogCreate service catalogs to provide your customers with self-service opportunities to request items such as service and product offerings.
Configurable Portal WidgetsConfigure the behavior, content, and layout of a portal by configuring instance options on Configurable Portal widgets.	Web EmbeddablesEmbed ServiceNow components into external websites to interact with the ServiceNow platform without requiring users to access the ServiceNow instance.

Figure 1. Self-service overview

Customer and Consumer Service Portals

Create and enable self-service portals for your customers to support their needs efficiently. Integrate these portals with knowledge bases, communities, service catalogs, and chatbots. Additionally, provide features like walk-up experiences and appointment booking to enhance their self-service options.

Walk-up Experience

Set up Walk-up Experience to support both online and onsite check-ins at your service center. Configure the experience to fit the needs of your organization.

Conversational Appointment Booking

Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel appointments through Virtual Agent conversations.

Communities

With the Communities application, you can engage with your employees, customers, partners, and prospects. Share knowledge and troubleshoot issues, and stay informed about the latest developments in the Customer Service Management ecosystem. Get quick responses by posting questions, reviewing blogs or videos, and searching previous discussions.

Knowledge Management

Create and share knowledge bases using the Knowledge Management application. Use the knowledge base to share articles that provide your users with information such as self-help, problem-solving, and task resolution.

Service Catalog

Use the Service Catalog application to create and customize service catalogs so that your customers can request items such as services and product offerings. Additionally, you can standardize request fulfillment to maintain the accuracy and availability of the items in the catalogs.

Configurable Portal Widgets

Use Configurable Portal widgets to configure widget behavior, visual appearance, and content. Update the information presented on widgets through instance options to reduce the work required to implement and maintain widgets for your users.

Web Embeddables

Use Web Embeddables to embed ServiceNow components into external websites outside of the ServiceNow environment. Use the default components or create custom components to interact with the ServiceNow platform through dedicated APIs that enable real-time data exchange without requiring users to directly access the ServiceNow instance.

Set up Engagement Messenger

With the Engagement Messenger 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.