ABD is correct.
A customer self-service portal is designed to function as an easy-to-access resource for leads and customers. It generally includes knowledge-base articles, FAQs, chat services, tutorials, community forums, and other relevant options for finding solutions.
The customer self-service portal is usually hosted on the company’s website and is available 24/7. Customer self-service empowers clients and potential clients with quick resolutions to common first- and second-tier issues.
Correct, customer cannot open an incident directly. They can create a case and a customer service agent can pass it to IT as an incident
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