How to measure Incident deflection count using knowledge

Sree Gorantla
Tera Contributor

We have a record producer which creates Incidents but before creating it will provide contextual search results. So how do we measure number of deflections happened with Knowledge articles meaning a user saw the knowledge article and did not proceed with creating Incident. Attached is the record producer page.

1 REPLY 1

Suggy
Giga Sage

@Sree Gorantla  configure this and then you can see results in 'Search analytics' module