Case deflection metrics

Allison DeTitt1
Tera Contributor

‎04-01-2025 10:28 AM

What are the best ways to measure case deflection? We are looking at self-solve rate but I'm sure there may be more detailed angles to look at this, to help inform how we can amp up our self-solve opportunities.

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Vishal Jaswal
Giga Sage

‎04-01-2025 02:19 PM

Hello @Allison DeTitt1 

Please utilize the out of the box the Deflection Configuration for Self-Service Analytics: https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/knowledge-managemen...

Navigate to All > Self-Service Analytics > Configuration > Deflection Configuration. If you don't see the configurations as shown below then you need to install the plugin as mentioned below:

VishalJaswal_0-1743541830538.png

 

Navigate to All > System Defintion > Plugin - Install plugin: com.snc.pa.self_service_analytics_csm

 

Post successful plugin installation, you can Navigate to All > Self-Service Analytics > Configuration > Deflection Configuration

Select Contact Case Deflection Configuration and can setup Deflection patterns of your own choice.

Then, you can setup scheduled jobs: https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/knowledge-managemen... as well as can set Deflection metric.


Hope that helps!
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