Hello everyone,
i´m wondering if ServiceNow offers any way to calculate a rate about how much our company uses Self Services from ESC.
We notice a decreasing amount of incoming incidents as we have implemented some self services so far.
Knowledgebase is one of them. In our portal users can open an incident and see related search results before submitting the incident.
Is this tracked somehow in a table, that one possible incident has not been opened because a user clicked a KB article instead from related search? Any tips or recommendation how to visualize this in a report are appreciated.
Thanks in advance.
