Ever since the knowledge process was handed to me, I've followed the same monthly reporting pattern.
X volume of articles published
X volumes of articles viewed
I want to step away from basic metrics and volumes and evidence the value of knowledge.
Part of this is to look at incident deflection.
I can see in 2019 ServiceNow published the following and not sure if it's still valid.
Reporting on Knowledge Articles used to resolve In... - ServiceNow Community
We do have contextual search enabled on our Service Portal, however it gets quite technical and I've limited permissions in Service Now.
I was wondering if anyone else had a simple way to show Incident/Request deflection
Thanks
