--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Set up self-service # Set up self-service {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura Creating a self-service portal helps customers resolve issues independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information. |-|-|-| | [Customer and Consumer Service PortalsSet up the Customer and Consumer Service Portals to provide information and support to your customers.](https://servicenow-prod.fluidtopics.net/x~mXBBXq72JrE49DO1nXXA "Configure the Customer and Consumer Service Portals to provide information and support for 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.](https://servicenow-prod.fluidtopics.net/efyEL0_oaptUKDrcxH7bqA "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.") | [Conversational Appointment BookingSet up Conversational Appointment Booking to enable customers to book, reschedule, and cancel appointments from Virtual Agent conversations.](https://servicenow-prod.fluidtopics.net/BaPoxYGx8Y4f8lpgUwXVvQ "Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.") | | [CommunitiesUse Communities to interact, learn, share knowledge, troubleshoot issues, and stay informed about the latest developments and innovations within the Customer Service Management ecosystem.](https://servicenow-prod.fluidtopics.net/eSvOzGYCPAWBSiL2dfOnog "With the ServiceNow Communities application, connect, engage, and collaborate with your employees, customers, partners, and prospects. Your users get quick responses to their issues by posting questions, reviewing blogs or videos, and searching for previous discussions. It is an essential component of your self-service strategy along with Knowledge Base and Service Catalog.") | [Knowledge ManagementCreate and share knowledge bases containing articles that provide users with information such as self-help, troubleshooting, and task resolution.](https://www.servicenow.com/docs/access?context=knowledge-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) | [Service catalogCreate service catalogs to provide your customers with self-service opportunities to request items such as service and product offerings.](https://www.servicenow.com/docs/access?context=service-catalog&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) | [ ] {#set-up-self-service__table_gg4_j41_l1c} Figura 1. Self-service overview [Customer and Consumer Service Portals](https://servicenow-prod.fluidtopics.net/x~mXBBXq72JrE49DO1nXXA "Configure the Customer and Consumer Service Portals to provide information and support for your customers.") : 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. [Configure Business and Consumer Portal](https://servicenow-prod.fluidtopics.net/0fuWJ8zWeJa8IIfDXDhwmA "Configure the business and consumer portal to provide information and support for your customers.") : Set up the Business and Consumer Portal to provide self-service capabilities for your customers and consumers through configurable portal widgets. Enable low-code customization of portal pages to reduce maintenance effort while delivering essential features like knowledge articles, service catalogs, case management, Virtual Agent, and appointment booking to support consumer needs efficiently. [Walk-up Experience](https://servicenow-prod.fluidtopics.net/efyEL0_oaptUKDrcxH7bqA "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 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://servicenow-prod.fluidtopics.net/BaPoxYGx8Y4f8lpgUwXVvQ "Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.") : Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel appointments through Virtual Agent conversations. [Communities](https://servicenow-prod.fluidtopics.net/eSvOzGYCPAWBSiL2dfOnog "With the ServiceNow Communities application, connect, engage, and collaborate with your employees, customers, partners, and prospects. Your users get quick responses to their issues by posting questions, reviewing blogs or videos, and searching for previous discussions. It is an essential component of your self-service strategy along with Knowledge Base and Service Catalog.") : 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](https://www.servicenow.com/docs/access?context=knowledge-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=service-catalog&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) : 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.