Two key elements of a “shift left” strategy include Knowledge Management and self-service portals. This is because both of these approaches can help to empower users and customers, allowing them to resolve their own issues or find answers to their questions without needing to contact a support representative. For example, a knowledge sharing practice might involve creating a library of articles, tutorials, or other resources that users can access to learn more about a product or service. This can help them to troubleshoot problems on their own or find answers to their questions.

A self-service portal, on the other hand, might provide users with tools or resources that allow them to resolve common issues or make changes to their accounts. This can include options such as resetting a password, updating billing information, or managing their subscription. This can include options such as resetting a password, updating billing information, or managing their subscription.