How do I measure case deflection because of a Knowledge article? Does it mean that an incident was not created by Knowledge article? The Self Service Analytics and it's features are not very clear in the documentation https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...
For example in our scenario, we want to measure how many instances occurred where a knowledge article helped prevent the creation of a RITM/INC? How would we go about it?
