Incident deflections from KBs

[krishnaRedE]

its been very difficult to measure this incident deflection success just by looking at the views and not raised after some time from deflection table, which concerning me about success accuracy, looking for a better way to calculate within ServiceNow.

[Kim27]

Check out this blog post by @Dominik Simunek 

He says in this community post on the same topic "There is a lot of interesting data there stored and incident deflection can be measured roughly by finding all records in "cxs_relevant_doc" displayed in a record producer (if end users use record producer to raise an incident) where there is no "relevant_to" value as it means no incident got created by that session. Obviously, it might mean also that the user simply left the form, so there might be false positives. For more precise measurement, you could report on "cxs_relevant_doc" records that have only "cxs_rel_doc_detail" records of "relevance" of "This helped" without an incident created at the end ("relevant_to" is empty)."

In addition, it does look like there's an OOB automated indicator for incidents deflected by knowledge via the analytics hub. I don't have this turned on, so I cannot speak to its accuracy. [your_SN_URL] /now/nav/ui/classic/params/target/pa_indicators.do%3Fsys_id%3D463e49edd7a30200b96d45a3ce6103d0%26sysparm_record_list%3Dtype%253d1%255esys_package.source%253dcom.snc.pa.knowledge%255enameCONTAINSdeflect%255eORDERBYname%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_target%3Dpa_indicators%26sysparm_view%3Dautomated%26sysparm_view_forced%3Dtrue