How do you measure case deflection in ServiceNow?

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‎05-17-2024 06:37 AM
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?
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‎05-24-2024 08:59 AM
Hi Mike, I haven't tried this yet, but thanks for the idea. Have you played around with the automated indicators for knowledge? There is one specific to deflection.