How does ServiceNow track incident deflection from Knowledge such as chatbot?

[MGanon]

How does ServiceNow track incident deflection from knowledge, including chatbot? In other words, how does it track metrics that an end-user was able to use a knowledge article or chatbot to self-resolve an issue or complete a request without contacting the Service Desk or opening a ticket?

[MGanon]

Can the knowledge use Yes & No flags have a third option like Not Sure that can be automatically set as default unless Yes or No is selected? That would automatically track that an article is viewed. Is this necessary or is there already an automated process?

[MGanon · Accepted solution]

kb_use