Case Deflection with HR

[Kidambi]

We need a report to build case deflection for HR . Did anyone achieve it before if yes can someone help

[Community Alums]

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

[Kidambi]

[Community Alums]

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

[Kidambi]

but i am still not getting how is the relationship built between knowledge and case i wanted to understand that