Hi All,
Does anyone know how to measure case deflection in HRSD and if there is a delivered KPI for this? One of the major benefits that HRSD Case Management and Knowledge should have is that cases are deflected from being opened. We'd like to measure that KPI to show the value we are getting from implementing this. However, our implementation partner is indicating that there is nothing that measure this out of box. Does others have thoughts on this topic?
