How to track deflection metrics for portal related search

sreekeerthi
Tera Contributor

Hi,

 

Can anyone please suggest how to track deflection metrics for searches on portal. Do we have any such OOB feature. 

 

Thank you in advance!

 

Regards,

Sree Keerthi Kasula

1 REPLY 1

SupriyaWaghmode
Kilo Sage

Hello @sreekeerthi ,

 

Please check below article , how to track the  serach for service portal. 

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0695900

 

To do reporting -

https://www.servicenow.com/community/platform-analytics-forum/how-can-i-track-get-analytics-on-searc...

If you are looking for advance reporting[performance analytics]  - then check three use cases for text analytics

 

 

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Thanks & Regards ,
Supriya Waghmode |ServiceNow Consultant