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
-
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.
-
Understand how CRM connects customers and agents across multiple communication channels, including email, chat, telephony, and messaging, within a single unified service experience.
-
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.
---
title: Self service
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-relationship-management/crm-self-service.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Relationship Management]
---
# 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-relationship-management/crm-self-service-portals.md)**
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-relationship-management/crm-omnichannel.md)**
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-relationship-management/crm-web-embeddables.md)**
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.
| title | Self service |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-relationship-management/crm-self-service.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Customer Relationship Management |