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!

[Krunal2]

We were able to convert this formula to a dashboard by using database view and PA indicator. Appreciate you sharing this formula.

Thank you.

[Dipesh Kalantri]

Hi Kunal,

Can you share more details about how you implemented above

I am new to knowledge management and trying to create KPI Reports 

It will be helpful if you can share about your implementation.

Thanks,

Dipesh

[Kidambi]

@Krunal Even i am looking for it can you share if possible on how did u achieve it ?

[Kidambi]

@Isaiah can you please help 

[Isaiah1]

Hi there, 

here is the formula:

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.