What functionality does the Customer self-service portal include?

The Customer self-service portal primarily includes knowledge management and support/case management functionalities. This means that customers can access a repository of information, such as FAQs, articles, and tutorials, to help them resolve issues or learn more about the services they are using. Additionally, support/case management allows customers to submit support requests or cases directly through the portal, enabling them to track the status of their inquiries and receive assistance in a more streamlined manner.

This approach empowers users to find answers on their own through the knowledge base, reducing the need for direct interactions with support teams and enhancing customer satisfaction. It also facilitates better tracking and management of customer issues, which can lead to quicker resolutions and improved service delivery.

The other options reflect functionalities that are not typically included in a customer self-service portal. Balance management and payroll processing relate more to HR or financial systems, content creation and forum support can be aspects of community platforms rather than self-service, and data analytics and reporting are usually handled by backend systems rather than being a direct part of the customer-facing portal experience.