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Case Deflection with HR

Kidambi
Tera Expert

‎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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Community Alums
Not applicable

‎03-03-2022 04:59 AM

Hi @Kidambi ,

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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Kidambi
Tera Expert
In response to Community Alums

‎03-03-2022 05:03 AM

find_real_file.png

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Community Alums
Not applicable
In response to Kidambi

‎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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Kidambi
Tera Expert
In response to Community Alums

‎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

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