Implementing deflection tracing for Legal Request

[Geetanjali14]

Hi Everyone,

I need some guidance on implementing deflection tracing. We are using the ESC portal for request generation and knowledge base access.

The requirement is to track deflection - specifically, how many users visit knowledge article but do not submit a request within a certain time period - so that we can generate reports based on this data.

So far, I have explored Self-Service Analytics, where i found Deflection Metrix and Deflection Configuration modules. I also came across an OOB Deflection Configuration in the Legal Request Management app. However, i couldn't find proper documentation on how to use these, where the data is stored, or how reporting can be built on top of it.

Any suggestions or references would be really helpful.

Hi @DrAtulG   &  @Ankur Bawiskar  , if you have any insights on this, your guidance would be really helpful.

Thanks in advance!

[Kohei Tominaga1]

Hi, @Geetanjali14 
Success Dashboard has a indicator for your request but I don't know if this can apply to Legal Request.

Self-solved using Knowledge: Number of times users are able to solve their problems by reading Knowledge articles. This is determined when users read Knowledge articles and do not create a ticket in a 24-hour window.
HR issues self-solved using Knowledge: Number of times users solved their issues or requests on their own by reading Knowledge Base articles. This is determined when the user opened provided article(s) and did not create a case in a 24-hour window. This is recorded in the deflection metrics table with the HR case deflection using Knowledge deflection pattern.

Please check the document and investigate details in your PDI or any sandbox instance.

If this help you, please hit helpful button!

Best Regards,

Kohei