Measure incident deflection score is possible?

[Suggy]

We have contextual search enabled in Service Portal for incident record producer.

Is there anyway to track the incident deflection score? (where the knowledge articles helped in incident deflection)

[Suggy]

.

[AbdulNow]

Hi @Suggy 

I hope you are doing well!

1. Enable Contextual Search Analytics

Ensure that Contextual Search Analytics is enabled, which allows ServiceNow to capture data on knowledge articles viewed through contextual search.

1. Go to Contextual Search > Analytics Configuration in the application navigator.

2. Enable Search Analytics if it’s not already active.

This enables tracking of knowledge article views and clicks associated with record producers, including incidents.

2. Create a Deflection Score Metric

Use MetricBase (if licensed) or Custom Tables to create a metric for tracking deflection based on article views or clicks before an incident is submitted.

1. Create a New Metric Definition:

• Go to MetricBase > Definitions or Metrics > Definitions (depending on your version).

• Define a new metric, such as Incident Deflection Score.

2. Set Conditions for the Metric:

• Configure the metric to track interactions where users:

• View or click on a knowledge article from the contextual search within the incident record producer.

• Do not proceed to submit the incident form.

• This will capture instances where knowledge articles potentially resolved issues without an incident being created.

3. Use UI Scripts or Events:

• If you want more precise tracking, use Client Scripts or UI Scripts to detect when users click on a knowledge article in the Service Portal’s incident record producer.

• Trigger an event or log data to a custom table indicating the knowledge article clicked and whether the incident was ultimately submitted.

3. Create a Report or Dashboard for Incident Deflection

To analyze the deflection score:

1. Go to Reports:

• Use Reports > View / Run to create a report that visualizes the number of knowledge article interactions compared to incidents created.

2. Set Up a Deflection Dashboard:

• Use Performance Analytics to set up a dashboard that displays deflection metrics over time, including the total number of knowledge article views, incident submissions, and deflection rate.

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

RegardsWahid

[Suggy]

@AbdulNow 

1. Contextual Search > Analytics  ------------NO WHERE I could find Contextual Search analytics. Even in google it did not fetch results. Please share the link if what you are referring is true.

2. You said:

2. Set Conditions for the Metric:

• Configure the metric to track interactions where users:

• View or click on a knowledge article from the contextual search within the incident record producer.

• Do not proceed to submit the incident form.

It looks very simple, but how exactly to configure it? Seems its not possible. If you have the details, please do share.

[Uncle Rob]

This is why ChatGPT isn't a great ServiceNow resource.  😉