Case Deflection with HR
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03-03-2022 04:36 AM
We need a report to build case deflection for HR . Did anyone achieve it before if yes can someone help
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Case and Knowledge Management
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03-03-2022 04:59 AM
Hi
The below post have explained what is the case deflection within ServiceNow by Eric.
Does anyone have a benchmark on case deflection due to your Knowledge Management or self-service cap...
Here's where we refer to as well: http://www.dbkay.com/files/DBKay-SimpleTechniquesforEstimatingCallDeflection.pd
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
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03-03-2022 05:03 AM
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03-03-2022 05:08 AM
http://www.dbkay.com/files/DBKay-SimpleTechniquesforEstimatingCallDeflection.pdf
did you check the other link, the approach is mentioned , just that you will have to write a script in the scheduled job.
Thanks,
Sandeep
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03-03-2022 05:22 AM
but i am still not getting how is the relationship built between knowledge and case i wanted to understand that