Linking accuracy

Garima26
Tera Contributor

What are some of the best practices or service now reports on checking linking accuracy. Currently we have a manual process where a sample of tickets are reviewed and based on the review either the agent is trained, or KM team is contacted for new issues. I am looking for some suggestions/best practices to improve this process as it's a crucial metric to ensure right knowledge is used during ticket handling. 

1 REPLY 1

Yashsvi
Kilo Sage

Hi @Garima26,

please check below link:

https://www.servicenow.com/community/performance-analytics-blog/servicenow-reporting-best-practices/...

 Thank you, please make helpful if you accept the solution.