Customer Self Service And Omnichannel Engagement

You can enable the ServiceNow Components for Customer Service (sn_cx_components), Web Components for Guest (sn_guest_component), and Web Embeddable Core (sn_embeddable_core) to enable Web Embeddables on your instance. The application establishes related plugins if they aren’t already installed.

If you have upgraded your instance, redirect the ticket page to the standard_ticket page in the Service Portal and view requests on the standard ticket page.

You can activate the UI Components for Customer Portals plugin (sn_ciwf_ui_cmpnt) to enable Configurable Portal widgets. The application installs related plugins if they aren’t already installed.

Activate the portal plugins to use the Consumer and Customer Service Portals.

Activate or deactivate a component to show or hide every instance of the components across third-party websites. By default, the ServiceNow components are active.

Activate the Engagement Messenger module that you configured so that you can embed it in your website.

Include knowledge articles and catalogs in your sitemap by activating the sitemap configuration and definition records.

You can activate the Walk-Up for CSM plugin (com.snc.walkup_for_csm) for Walk-up Experience if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

Add a Portal Object widget to your portal and modify its data and behavior. You can use the Portal Object widget to display important information and actions related to records from a defined table on your portal homepage.

Add a Portal Taxonomy Topic widget to your portal to display topics that your users can get more information about and modify its presentation and behavior. Once a topic card is selected, users are redirected to relevant knowledge articles and catalog items configured through the Portal Browse Taxonomy widget.

Create a taxonomy to organise knowledge articles and catalog items under topics which are relevant to your user. Associate a taxonomy to your portal to display the relevant topics on the widgets.

You can configure the system properties for your Engagement Messenger module so that you can enable Virtual Agent chat, multi-provider SSO, and set a user session time-out value.

Configure a custom URL for the ServiceNow instance that helps prevent web browsers from blocking Engagement Messenger when cross-origin iframes and third-party cookies are blocked.

Generate a JSON Web Token (JWT) token to authenticate your ServiceNow components if your website doesn’t use OpenID Connect (OIDC) authentication.

Set up auto-login and log out using OpenID Connect (OIDC) authentication to enable single and simultaneous login and logout in your website and embedded components.

Ensure customers are not incorrectly billed by viewing the number of bot-based sessions. CSM portal usage sessions are billable to customers but sometimes customers are unnecessarily charged for sessions generated due to bots, crawlers, and DDOS attacks.

The Portal Browse Taxonomy widget displays hierarchical taxonomy topics that enable your users to navigate to knowledge articles and catalog items through the widget's navigation pane.

Use a system property to limit customer access to data in the Product Models table.

Track how your customers and employees are using the portal. The Customer Portal Usage dashboard provides information about portal visits resulting in session counts.

Enables you to create a case to address any issues related to products and services.

Use the Case list component to show customers their cases and let them open a case to see its details.

Displays a detailed view of all case-related activities that help you to make effective decisions and act on a case. It also displays an activity tab and an attachments tab for case management.

Displays a form to request an item or service from your third-party website. A catalog item may be available in more than one catalog and category.

Clone a prebuilt component to create a custom version that can be tailored to specific needs, such as the modification of properties and underlying components.

Several types of components are installed with the activation of Web Embeddables, including tables, user roles, and scheduled jobs.

Define a menu category for a Portal Mega Menu widget and associate pages to enable navigation across portal pages.

Enable AI Search on a Business or Consumer Portal by updating the portal record.

You must configure the Customer and Consumer Service Portals to use AI Search.

Configure the Case create component instance so that your users can embed it within their website to address any issues related to product and services from their website directly.

Add a Portal Catalog Quick Links widget on your portal and modify its data, presentation, and behavior. You can use the Portal Catalog Quick Links widget to display frequently accessed catalog items on your portal.

Configure the Portal Data List widget and page content for public access to enable guest users to view data without authentication.

Add a Portal Data List widget to your portal and modify its data, appearance, and behavior. You can use the Portal Data List widget to display different case-related data in a card or list format on your portal.

Configure the Data visualization component instance so that your users can embed it on their website to display information in the form of single score, pie chart, donut chart, or semi-donut chart directly from any ServiceNow table.

Configure the Knowledge article view component instance so that your users can embed it on their website to access knowledge articles from their website directly.

Configure the Playbook intake component instance so that your users can embed it on their website and submit cases using playbook guided experience from their website directly.

Add a Portal Banner Carousel widget to the portal and modify its presentation and behavior.

Add a Portal Banner widget to your portal and modify its appearance and behavior. You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal page.

Add the Portal Browse Taxonomy widget to your portal and modify its behavior. The widget displays taxonomy topics along with the articles and catalog items related to them.

Add the Portal FAQ widget to your portal and modify its data, presentation, and behavior. You can use the Portal FAQ widget to display a frequently asked questions list (FAQ) from a knowledge table on the portal.

Configure the Portal Polaris Footer widget to display your company’s corporate office address, email address, and more on the portal page.

Add a Portal Knowledge Quick Links widget to the portal and modify its data, presentation, and behavior.

Add a Portal Quick Links widget to the portal and modify its presentation and behavior. You can use the Portal Quick Links widget to display knowledge articles, external URLs, catalog items, or custom pages on your portal.

Understand how to configure ServiceNow web components on your instance.

Activate the AI search widgets to allow guest users logging in to the Business and Consumer portal to use the AI search feature.

An administrator activates the AI search widgets so that guest users logging in to the Customer and Consumer Service Portals can use the AI search feature.

Configure the standard ticket page for cases from where users can view the details of a case in the Business portal.

You can configure the standard ticket page for customer service cases from where users can view the details of a case in the Service Portal.

Configure a taxonomy on the Business or Consumer Portal to organize topics that are relevant to your users, such as orders, returns, or payments.

Enable multi-factor authentication for Business and Consumer portal users so that access to the self-service web portals is more secure from potential vulnerabilities.

Configure the business and consumer portal to provide information and support for your customers.

Configure the Case list component instance so that your user can embed it on their website to access the list of all cases from their website directly.

Configure the Case view component instance so that your user can embed it on their website to access the case-related activities on their website directly.

Configure the Catalog item component instance so that your users can embed it on their website to request an item or service from their website.

Configure a CORS rule to enable cross-domain requests between ServiceNow components and the website that you want to embed the web components.

Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials.

Configure the Customer and Consumer Service Portals to provide information and support for your customers.

Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs.

Configure the portal banner heading instance option to support localization and personalize the portal experience for different users.

Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, case management, and other essential features through configurable interfaces.

Configure the component instance so that your user can embed the components onto their website to access component-related data in real-time.

Configure various aspects of Walk-up Experience based on the specific requirements of your organization. Walk-up Experience users with the sn_csm_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.

Set a workflow as a default launch screen in Engagement Messenger either using custom code or a parameterized URL.

Update the version of Engagement Messenger in the code used to embed Engagement Messenger in your website or to launch features automatically with Engagement Messenger.

Use the custom code to enable the deep linking and launch a feature in Engagement Messenger integrated with your website.

Use URL parameters in your website's URL to enable the deep linking and launch a feature in Engagement Messenger integrated with your website.

Install the Conversational Appointment Booking application (sn_va_appt_schedul) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow Conversational Appointment Booking application uses Now Assist to communicate with customers.

Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.

Create a slide to include images in the Portal Banner Carousel widget that a user can scroll through.

Create a condition script to hide or show a category in the Portal Data List widget.

Configure a cross-origin resource sharing (CORS) rule to enable cross-domain requests between Engagement Messenger and your website where you want to deploy the messenger.

Create a custom component to present information, capture user input, or offer interactive functionality on a third party website. You can also clone the existing component and customize it.

Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit your customer needs.

Configure a name-value pair for HTTP response headers for the Engagement Messenger module.

Create an IdP for your Engagement Messenger so that you can enable customer authentication. You can create an IdP for either the OpenID Connect (OIDC) or Security Assertion Markup Language (SAML) authentication type.

Create a page into which you can add Configurable Portal widgets.

Create a module to manage component instances used in a website. You can either create a module or use a prebuilt module and edit it according to requirement.

Configurable Portal widgets provide you with the ability to configure the behavior, content, and layout of a portal by configuring instance options.

A carousel in your home page banner can display multiple announcements and highlight brief information on features and products.

Configure scheduled appointment reminders for Walk-up Experience users. Reminders ensure that users attend appointments in a timely manner, and if they can't attend then reschedule or cancel an appointment.

Configure a Walk-up Experience link to enable guest users to check in online to a walk-up location via Service Portal.

Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services or queue locations within the application.

Create or modify and enable the CSM Walk-up Experience application configuration and the individual service location configurations for the Appointment Booking feature.

Create or modify appointment booking configurations for the Walk-up Experience. You can view or modify the Walk-up Experience application appointment booking configuration and create or modify related service appointment configurations.

With the CSM Walk-up Experience appointment booking feature, walk-up users can view available appointment windows. The users can also select and book an appointment for a walk-up location using the online Walk-up Check-in feature.

Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services,or queue locations, within the application.

Specify different daily hours of operation for your Walk-up Experience location appointment booking.

Configure the Walk-up Experience service channel to meet the needs of your walk-up agents. You can configure the way the tasks are assigned and manage interactions in the Agent Workspace.

Administrators define walk-up locations while setting up the walk-up experience for an organization. Requesters see this information when they schedule appointments or check in at a service location.

Learn how domain separation applies to the CSM Walk-up Experience application, including its effects on Service Portal pages, interaction queues, and configurations.

Enable or disable the appointment booking feature for Walk-up Experience as well as for the individual walk-up service locations available to customers.

The ServiceNow Walk-up Experience for Customer Service Management application enables you to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center.

System properties enable you to configure the Walk-up Experience for guest users so they can access the Walk-up Check-in widget from the Service Portal Home Page and schedule appointments online.

The Walk-up Experience application can enable guest users to manage walk-up appointments online from the Consumer Service Portal or Customer Service Portal home page.

As an administrator, you can create and use notifications to notify requesters about events that impact them while they’re getting their issue addressed through a walk-up experience. Requesters are notified of online appointments that they’ve taken or when their issue is assigned to a store representative by email.

Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.

If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.

Once you know the hours of operation for your Walk-up Experience location, you can either access the base system default schedules or create schedules to associate with your walk-up location.

Security is built into the application to help prevent end-user facing devices at the Walk-up Experience onsite portal from offering elevated role privileges to users.

Define surveys so that requesters can provide feedback on their satisfaction with the service quality received at a location.

With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.

View the base system default appointment booking configuration to determine if the criteria meets your walk-up appointment booking requirement. You can modify the configuration to manage appointment booking. The information stored in the Walk-up Experience appointment booking configuration applies to all the services within the application.

Use a system property to limit customer access to data in the Product Models table.

Customize the theme of the Business and Consumer Portals to add font and theme style sheets.

set up the Business and Consumer Portal to match your organization's requirements, including branding, menus, home pages, widgets, and search sources.

Customize the Customer and Consumer Service Portals to meet your needs.

Delete a component to remove a custom component and all its instances from the Web Embeddables application and websites. You can only delete custom components that are in a deactivated state. Once deleted, the custom components can’t be restored.

Edit a custom component to further customize its design and properties as per the requirement. You can only edit a custom component that is in a deactivated state. Prebuilt components cannot be modified.

The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger.

Modify the embed code of Engagement Messenger to enable recommendations and pass the search query for recommendations based on AI Search.

Configure the default behavior of Engagement Messenger to set the default settings for Notification, Recommendations, and Proactive.

Set either asynchronous chatting through a chat window or synchronous mode through messaging as the default chat mode of the Chat feature.

Embed the global code and component code of the Case create component instance that you configured so that you can enable your customers to start using the Case create component instance on your third-party website.

Embed the global code and component code of the Case list component instance that you configured so that you can enable your customers to start using the Case list component instance on your third-party website.

Embed the global code and component code of the Case view component instance that you configured so that you can enable your customers to start using the Case view component instance on your third-party website.

Embed the global code and component code of the Catalog item component instance that you configured so that you can enable your customers to start using the Catalog item component instance on your third-party website.

Embed the global code and component code of the Data visualization component instance that you configured so that you can enable your customers to start using the Data visualization component instance on your third-party website.

Embed the source code of the messenger module that you configured in your website so that you can enable your customers to start using Engagement Messenger in your website.

Embed the global code and component code of the Knowledge article view component instance that you configured so that you can enable your customers to start using the Knowledge article view component instance on your third-party website.

Embed the global code and component code of the Playbook intake component instance that you configured so that you can enable your customers to start creating a case using the playbook guided experience on your third-party website.

Embed the global code and component code for configured components on your third-party website so customers can use them.

Enable the AI Search experience in Engagement Messenger so unauthenticated users can see the most relevant set of search results.

Configure AI Search Assist Actions to let authenticated external users search knowledge articles in the Business and Consumer portal.

Enable the AI Search Assist Actions to search knowledge articles in the Customer and Consumer Service Portals. It applies for authenticated external users with the snc_external role.

Enable the AI Search Assist to search knowledge articles in the Business and Consumer Portal.

Enable the AI Search Assist to search knowledge articles in the Customer and Consumer Service Portals. It applies for authenticated external users with snc_external role.

Enable AI Search Assist in the Business and Consumer portal for authenticated external users with the snc_external role.

Enable AI Search Assist in the Customer and Consumer Service Portals for authenticated external users with the snc_external role.

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.

You can set a theme that you can apply to an Engagement Messenger module. A theme enables you to define additional styling of Engagement Messenger in your website.

Understand what the Engagement Messenger application can provide to your customers.

Create a condition script to filter records in the Portal Data List widget.

Install the Engagement Messenger application from the ServiceNow Store if you have the admin role.

Display the integer values of all of the states associated with cases.

Enable users to access knowledge articles and catalog items in the Portal Taxonomy widget by selecting a topic on the card in the Portal Taxonomy Topic widget.

Define normal and genius search result font sizes to change text appearance in Engagement Messenger on different devices.

Add a widget for additional functionality to the Portal Banner widget and configure it. For example, you could add the Portal Quick Links widget to enable users to access knowledge articles, external URLs, catalog items, or custom pages from the Portal Banner widget.

You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal page.

Add a Portal Case Cards widget to your portal and modify its data, presentation, and behavior. You can use the Portal Case Cards widget to display status, priority, and other relevant details related to your cases.

The Portal Case Cards widget displays cards for cases that you define. By default, the displayed cases are those awaiting information or are resolved. You can choose to define different criteria.

The Portal Catalog Quick Links widget displays catalog items according to filter criteria, enabling you to include an image, icon, name, and description on the card.

Configure search feature to display search option on you portal.

Display a wishlist and cart on your portal header.

Display your company logo on the header of your portal.

Display menu items like notification, approval, and survey on your portal header.

Associate the Portal Polaris Header widget as your header for the selected theme on your portal.

The Portal Data List widget displays data related to cases from selected case tables in either a list or card format.

The Portal FAQ widget displays a frequently asked questions list (FAQ) from the selected knowledge table in the widget on the portal. It enables your users to find answers to their queries without the need to contact customer support or navigate through multiple knowledge article pages. You can filter the FAQs using options in the main navigation.

Configure the footer link to include a link to a site you want your users to be able to access from your portal page.

Display links to various important pages or sections of your website in a sitemap. Sitemaps help users explore the site's content.

Configure links to your organization's social media accounts in the footer of the portal page.

The Portal Polaris Footer widget displays contact information, social media links, and other common links at the bottom of the portal page.

The Portal Polaris Header widget enables your users to quickly access key features, pages, and links from any place in the portal. You can select the Portal Polaris Header widget in the theme record, which is mapped to your portal.

The Portal Knowledge Quick Links widget displays a list of relevant knowledge articles for quick access on the portal. The card displays article details such as the title, preview, author, view count, rating, and updated date in the widget.​

The Portal Mega Menu widget displays a hierarchical menu on the header of the portal home page to enable navigation to different pages. You can also display a cart, wish list, guided tour, and scripted list such as notification, approval, and survey on the header of your portal.

The Portal Object widget displays key information of a record from the tables available on your ServiceNow instance. Additionally, your users can take related actions on the selected record.

The Portal Quick Links widget displays a variety of links to internal and external resources on the portal for quick access.

Provide a link to a web page that you want to display by defining primary or secondary buttons on the Portal Banner widget. The widget displays these buttons by default.

The Portal Taxonomy Topic widget displays topics as cards on your portal page. It enables your users to access knowledge articles and catalog items related to a topic displayed on your portal in a Portal Browse Taxonomy widget.

Configure the properties available with Web Embeddables. Properties are added with the activation of the Web Embeddables plugin.

ServiceNow components are reusable building blocks that enable you to simplify the process of adding functionality to any website. You can clone components and customize them using a low-code approach.

Add a custom URL to your instance configuration to use instead of your ServiceNow URL. This custom URL ensures that embedded components remain accessible in your browser, even when third-party cookies are turned off.

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

Learn how to set up the Web Embeddables on your ServiceNow instance.

Understand the stages involved in setting up Engagement Messenger before you add it to your customer service web portal.

Send email summaries with all unread messages when the user isn’t active during a chat conversation for a specified duration.

Enables you to test the ServiceNow components on your sandbox instance without setting up a custom URL and authentication. It isn’t recommended to use this method for production or non-production instance.

Enables you to update or create ServiceNow web components on your instance.

Create a condition script to modify views in the Portal Data List widget.

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

Configure walk-up locations for guest-users so they can select a location while making appointments.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Catalog browse component enables you to browse and search catalog items from different catalogs and categories within a third-party website.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Enable guest users to access catalog items or knowledge articles by activating the required guest access control lists (ACLs).

Configure the Catalog browse component instance so that your user can embed it on their website to browse and search catalog items from different catalogs and categories.

Configure the Object list component instance so that your user can embed it on their website to display information from any ServiceNow table. The component allows you to configure column selection, filtering, sorting, and pagination options.

Create a group to model third-party website structure such as page or sections. Use the default group or create new groups to manage the component instances on that page or section.

Enables you to display a graphical representation of information from any ServiceNow table, using visual elements such as single score, pie chart, donut, and semi donut. Use this component to monitor activities related to cases, incidents, and so on, that can help you to take decisions based on the information shown.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Embed the global code and component code of the Catalog browse component that you configured in your instance so that you can enable your customers to start using the component on your third-party website.

Embed the global code and component code of the Object list component that you configured in your instance so that you can enable your customers to start using the component on your third-party website.

Enable unauthenticated users to access knowledge article and catalog items on your third-party website without logging in.

Use the Knowledge article view component to show a knowledge article inside your own help pages.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Create cases from mobile devices with a form interface that adapts to your mobile devices.

Order catalog items and services from your mobile devices with forms optimized for smaller screens and touch interaction.

Access and view knowledge articles on your mobile phones with an interface optimized for smaller screens. The component automatically adapts its layout for touch devices, reorganizing the header, controls, and content to provide a better reading experience on mobile.

Web Embeddables components automatically adapt their layout and controls for mobile devices to provide an optimized experience on phones.

A module is a collection of component instances tied to specific domains or deployment contexts.

Enables you to display records from different tables with their related actions in a list format. It supports bulk and inline actions like editing fields, assigning items, or changing states directly from the list. It also shows various record types such as interactions or orders.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Enable you to submit a case using the playbook guided experience, which systematically captures case details and displays the stages and activities involved in resolving the case.

Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.

Learn how to navigate the Usage Insights application to view telemetry data for Web Embeddables. Access user analytics dashboards that display metrics organized by module and page to understand component user interactions across your external websites.