---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer communication

# Customer communication {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management
practices.
{#customer-communication__table_wsy_d4s_kdc__entry__2}

|   |   |
|-|-|
| [Using Playbooks for Portals](https://servicenow-prod.fluidtopics.net/ff6sHJp03rnkkcSOBw0Kww "Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.") | Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases. |
| [Using Walk-up Experience](https://servicenow-prod.fluidtopics.net/pttiGUHRMKlH5i0NXbygpw "Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.") | Use the Walk-up Experience feature to check-in at a walk-up location, book appointments from the customer service portal, and monitor queues. |
| [Using Auto-Responder for case deflections](https://servicenow-prod.fluidtopics.net/CUhQg9zzIfAkfxkUcRHHYw "Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​") | Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​ |
| [Using Omnichannel Callback for Customer Service Management](https://servicenow-prod.fluidtopics.net/_nYcjHlEH9ziOa0pvojMZA "The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there’s a long wait time for a live agent.") | The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there's a long wait time for a live agent. |
| [Using the Customer Service Portal](https://servicenow-prod.fluidtopics.net/8GNRy2JCfRydE9qKU2xLpw "Search for information about a question or an issue, or request assistance from a customer service agent.") | Search for information about a question or an issue, or request assistance from a customer service agent. |
| [Using the Consumer Service Portal](https://servicenow-prod.fluidtopics.net/apqyLWT1ukkP2TeqH0Wvuw "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 a web interface that your company can use to provide information and support to consumers. |
| [Using Conversational Appointment Booking](https://servicenow-prod.fluidtopics.net/gSpQhI~iiNW6skswcZ5sMQ "Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.") | Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations. |
| [Using the Business Location Service Portal](https://servicenow-prod.fluidtopics.net/o6O079oNBToQ4V9YwF0bhg "Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.") | Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations. |
[Table 1. Different ways of customer communication]

{#customer-communication__table_wsy_d4s_kdc}