Does anyone have a benchmark on case deflection due to your Knowledge Management or self-service capabilities?

[Isaiah1]

Hi everyone, Isaiah here and I am new to ServiceNow and this community. I am after some KPIs and benchmarks.

In particular:

1) How are you measuring case deflection i.e. your employees don't need to raise a case thanks to your knowledge articles?

2) What kind of % deflection are you seeing or any industry benchmark you might have?

Thanks in advance!

[MB18]

What did you do?

[nshetty]

Hi Isaiah, Will you be able to share your leanings and tips to achieve this? I am sure it will be of great help to the community.

[Isaiah1]

Sorry for the very late reply, please see the post below.

[PaulSylo]

Hi - cna you pls share the tips on how you got this achieved?

[Isaiah1 · Accepted solution]

Hi @Paulsylo ,

We created a widget linked to a table that does the following:

1. A = How many unique users read any knowledge articles in a 24 hour day
2. In A, how many of these unique users raised a case = B
3. In A, how many of these unique users raised a live chat = C
4. Deflection = (A - B - C)/A

The assumption is that if someone is reading a knowledge article they are not raising a case so that's a deflection.