About Customer Portals

3-Minute Video: Tour the New Out-of-the-Box Portal.

Using a Portal, Customers can:

• Access a Service Catalog.
• Log Incidents and Service Requests.
• Complete common self-service functions (ex: Reset a password).
• Access Knowledge Articles.
• Access a Document Repository, if configured.
• Monitor important metrics via a Dashboard.

A Portal comprises one or more configurable Portal Sites, each of which can display completely different information. For example, there might be a primary IT Site, but also different Sites for other departments or functions. Any particular Site can be made up of a number of Site Items.

To help get your system started, CSM provides an OOTB IT Portal Site. The Site is built using OOTB Site Items, such as an OOTB Service Catalog, forms specific to the Portal, Dashboards specific to the service desk, and predefined properties (header/footer, menu bar, etc.). Implement and use the OOTB IT Portal Site as-is, modify it, or create new Sites to meet the needs of your organization.