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

Isaiah1 · ‎01-10-2019

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!

Isaiah1 · ‎02-15-2021

Hi @Paulsylo ,

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

A = How many unique users read any knowledge articles in a 24 hour day
In A, how many of these unique users raised a case = B
In A, how many of these unique users raised a live chat = C
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.

View solution in original post

eric_hemmer · ‎01-15-2019

Hi Isaiah,

Yes, I got this idea from a customer. I think it was Hitachi Ventura who shared the method with me, though I am not 100% sure. I'll check and see if we can get a little more detail. It would definitely include a scheduled job and perhaps a table to store the results for reporting and analytics.

RCarroll · ‎11-22-2019

Hi @eric.hemmer ,

We are spending time thinking about case deflection measures as well. Did you ever receive any additional information from Hitachi Ventura? Or alternatively, have you seen other methods since this post? Thanks for all of the info that is already here. It will certainly be useful in our internal discussion. Thanks!

Rob

Isaiah1 · ‎03-02-2020

We are trying to ask ServiceNow to build this deflection metric for us but apparently it isn't easy!

At the same time, I have added a few KM related metrics into our dashboards. For example, number of KM articles read where cases were raised. Because at the bottom of these articles there is a link to click to raise a case.

Pete R1 · ‎03-05-2020

Hi, was SN able to setup something for you? I'm curious to see what solution they provided. I'm also trying to capture data that would show deflection for our company.

Isaiah1 · ‎06-09-2020

Hi Peter, yes I am happy to share that we finally got it done! What I am seeing is that we are getting 70% deflection when our employees (internal customers) using KM. It requires making some assumptions about employee behaviour but it is a good start!