How do you measure case deflection in ServiceNow?

[Mike Clemons]

Hey folks! We're trying to gauge the value and impact of our knowledge articles and we would like to have a metric around which articles, if any, are driving a case deflection. We understand there isn't an exact way to do this, but getting "an idea" is better than nothing at all - which is what we have now. 

Has anyone tried using the Activity Patterns in ServiceNow to determine a potential deflection?

[Mark VL]

I hear the Amaze application that's available through the ServiceNow store has a new, real-time, analytics dashboard that can measure that metric for you, Mike.  It has a lot of other metrics as well that can help you realistically assess your knowledge management efforts.  

[David Kay]

Here's an approach we've developed.  It's not ServiceNow specific, but it should provide a proven framework in general.  (Much of the data you need comes from your website analytics platform, in any event.)  https://www.dbkay.com/files/DBKay-SimpleTechniquesforEstimatingCallDeflection.pdf

[Shivaa1]

I also heard that the Amaze app does this.

[wow-on-now]

@Mike Clemons @Shivaa1 @David Kay 

@Shivaa1, you heard right. Amaze from Intellective has a dashboard that will report a number of metrics about your knowledge health. Here are a few to list

1. Deflection rate
2. Orphaned articles
3. Missing translation
4. Stale content
5. many more.. 

Along with the dashboard, Amaze helps you create designed content that can tremendously boost your deflection rate and improve self-service. If you want a demo, just book some time here.