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

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Isaiah1
Kilo Expert

‎01-10-2019 08:17 PM

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!

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Isaiah1
Kilo Expert
In response to PaulSylo

‎02-15-2021 05:27 PM

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. 

 

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Kidambi
Tera Expert
In response to Isaiah1

‎03-03-2022 10:22 PM

@Isaiah Yeah i saw this but i need some screen shots of what you have implemented 🙂 can you share some please ? because how you are creating the relation between knowledge and case 

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abirakundu23
Mega Sage

‎03-04-2025 07:43 AM

Hi @Isaiah1 ,

Could you please share technical configuration of that below concept ? I mean to say what will be the Indicator source configuration& indicator configuration  for A, B, C .

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





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