Using the Consumer Service Portal
The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.
The Consumer Service Portal is based on the ServiceNow Service Portal application. Consumers can use the portal to search for information, get their questions answered by other registered members, or request assistance from a customer service agent.
From the Consumer Service Portal, consumers can:
- Search for information, browse knowledge articles, and engage with the community.
- 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 Service Portal, consumers can:
- Edit user profile information and change passwords.
- Register new products and view a list of currently registered products.
- Contact a consumer service agent about a question or issue.
- Create cases and view a list of current cases.
- Accept or reject proposed case solutions.
Your consumer service portal activity usually begins on the consumer service portal homepage. If you are a logged in user, you see different information than non-logged in users. Your organization can customize the homepage.
Note: A new consumer service portal experience is available on the Consumer Portal. For details, see Using the Consumer Portal.
| UI component | Description |
|---|---|
| Knowledge | Knowledge on the header and the main page takes you to the kb_home page. The knowledge home page allows you to search the knowledge base or view a list of top-rated or most viewed knowledge base articles. |
| Requests | Displays all your requests and you can also request from the catalog for items and services. |
| My lists | Lists all your cases. |
| Get help menu | Click Get Help to open a product or order case. |
| Support menu | Navigate to cases, orders, my products, and other quick links. |
| Tours | View a tour for additional guidance on how the Customer Service Management application works. Tours appear when your administrator creates them on certain pages. |
| Chat | Click Chat to chat with a virtual agent or a customer service agent. |
| Callback request | Request a callback when the wait time to reach agents is long or agents are unavailable. |
| Profile menu | Click your profile photo to either view your profile or logout. |
| Search | Enter a search term and click Search to view the search results. |
| Ask the Community | Click Ask the Community to access the Community homepage. |
| Get help | Click Get help to make a request or report a problem by opening a case. |
| Most viewed articles | View a list of most viewed articles. |
| Featured articles | View featured community content. |
| Most useful articles | View most useful articles based on the usage count of the articles. |
| The following components are available if you have installed communities. | |
| Recent solved discussion | View a list of recently solved discussions. |
| Recent community blog | View a list of recently published community blogs. |
| Community featured content | View a list of featured community content. |
Note: Metadata for each entry in the widgets such as the number of views, number of days from the time the article or feature was published, and rating for the article is displayed.
Customizing the Consumer Service Portal
To customize this portal, navigate to Service Portal > Portals and click Customer Service. See Service Portal for more information about creating a custom interface.
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