---
title: Set up self-service
description: Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/set-up-self-service.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: reference
last_updated: "2026-05-07"
reading_time_minutes: 3
breadcrumb: [Configure, Customer Service Management]
---

# 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.

<table id="table_gg4_j41_l1c" class="nav-card"><tbody><tr><td>

[Portals\[Omitted image "bus-personalized-self-service-portal.svg"\] Alt text:Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, and other essential features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-portals.md)

</td><td>

[Walk-up Experience\[Omitted image "bus-person.svg"\] Alt text:Set up Walk-up Experience to configure a contact channel to support both online check-in and onsite check-in to a service center.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-walk-up-csm.md)

</td><td>

[Conversational Appointment Booking\[Omitted image "bus-mobile-phone.svg"\] Alt text:Set up Conversational Appointment Booking to enable customers to book, reschedule, and cancel appointments from Virtual Agent conversations.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/conv-appt-booking-config.md)

</td></tr><tr><td>

[Configurable Portal Widgets\[Omitted image "config-portal-widgets-icon.png"\] Alt text:Configure the behavior, content, and layout of a portal by configuring instance options on Configurable Portal widgets.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-configurable-portal-widget.md)

</td><td>

[Web Embeddables\[Omitted image "we-ss-landing-page.svg"\] Alt text:Embed ServiceNow components into external websites to interact with the ServiceNow platform without requiring users to access the ServiceNow instance.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/using-web-embeddables.md)

</td><td>



</td></tr></tbody>
</table>-   **[Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-portals.md)**

    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. Choose from Customer and Consumer Service Portals or Business and Consumer Portal based on your organizational needs.

-   **[Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-walk-up-csm.md)**

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/conv-appt-booking-config.md)**

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

-   **[Configurable Portal Widgets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-configurable-portal-widget.md)**

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/using-web-embeddables.md)**

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/setting-up-engagement-messenger.md)**

    With the [Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/engagement-center.md) 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.