What is a key consideration when configuring a customer portal for millions of users?

In the context of configuring a customer portal for a vast number of users, the key consideration regarding user roles and hierarchy is crucial. When designing systems for millions of users, particularly in a customer portal setup, it is essential to recognize that users typically do not require specific roles within the organizational hierarchy.

Roles in a hierarchy are often reserved for internal users, such as employees, who need structured access to data and functionality based on their place within the organization. However, customers accessing a portal primarily seek self-service capabilities, such as case creation, knowledge base access, and other support functionalities. As such, the absence of user roles simplifies the permissions and access configurations needed to manage a large number of external users efficiently.

Removing complexities related to role-based access allows for streamlined management of user permissions and reduces the administrative burden associated with maintaining a hierarchical structure that might not be relevant to external users. Thus, understanding that users in a customer portal are generally not associated with roles in the hierarchy highlights a fundamental difference between how internal and external users should be managed in terms of access and functionality.