Deflection Metrics for Knowledge Management

[Chirag Jain3]

Hi,

We have a requirement to create a report based on users viewing a KB article who did NOT create an Incident within 24 hours of viewing the article. I believe that for this, we have an OOB solution using Success Dashboard and Deflection Metrics. I'm not sure how to achieve this. Has someone worked on this?

Regards,

Chirag

[Mark Manders]

I think the OOB solution won't be able to give you exactly what you need, but also: what will?

I have a defect printer and I see the KA and fix it. An hour later I create an incident related to an application not running properly. What do you want to measure? 

What is this report going to tell you?