Final answer:
A Customer Service Management (CSM) platform typically utilizes four types of web portals: the Customer Self-Service Portal, Support Agent Portal, Knowledge Base, and Community Forum, each with their respective URL extensions like '/selfservice', '/support', '/knowledge', and '/community'.
Step-by-step explanation:
The question 'What four portals can CSM use and what are their URL extensions?' is likely referring to the different web portals a Customer Service Management (CSM) platform might use. While the specific URLs can vary depending on the company or software provider, commonly CSM platforms have the following types of portals:
- Customer Self-Service Portal: This is typically where customers can find answers to frequently asked questions, download documentation, and troubleshoot problems themselves. Often, such a portal might have an extension like '/selfservice'.
- Support Agent Portal: Used by customer service agents to manage and respond to customer inquiries. This might have an extension such as '/support' or '/agent'.
- Knowledge Base: A repository of articles, how-to guides, and other informative content that aids in resolving customer issues. The URL extension for this could be something like '/knowledge' or '/help'.
- Community Forum: A space where users can interact with each other, ask questions, and share solutions. The URL extension for forums generally includes '/community' or '/forum'.
These portals enhance the customer experience, improve resolution times, and facilitate better communication between users and the service provider. It's important to note that for the actual URLs, you would typically precede these extensions with the main website's domain.