How to track deflection metrics for portal related search

[sreekeerthi]

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

[SupriyaWaghmode]

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

www.linkedin.com/in/supriya-waghmode