Regarding the Now Assist Analytics Deflection Events [sn_na_def_event] table, we could not find clear explanations for the following two points in the product documentation or ServiceNow Community. We would appreciate your guidance.
1. Definition and Classification Criteria for Activity Type
Each record in the table has an Activity Type value set (for example: No Result Displayed, User Action Taken, User Feedback, etc.).
Could you please clarify under what conditions or system behaviors within a ServiceNow instance these Activity Type values are determined and recorded?
Specifically, what types of user interactions or system events trigger each Activity Type?
2. Definition and Classification Criteria for Outcome
Each record in the table also has an Outcome value (for example: Slightly Positive, Negative, etc.).
Could you please explain how these Outcome values are evaluated and assigned?
What user actions, feedback, or system logic within a ServiceNow instance result in each Outcome value being set?
