How do you measure case deflection in ServiceNow?

Mike Clemons
Tera Expert

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?

5 REPLIES 5

Kim27
Tera Guru

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.