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Updated: April 21, 2022
A self-service portal allows the consumer to control when and where they work, while at the same time, have the convenience of support whenever that support is required. Consumers want to work when they want, and the self-service portal frees the consumer from the constraint of the support hours of a service desk.
Self-service portal features and requirements vary from company to company, and also depend on whether the portal is customer- or employee-facing. That said, there are some commonalities among many self-service systems. They: Answer queries with knowledge base and frequently asked questions (FAQ) content.
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