We’ve invested in cleaning up Knowledge and enabled AI Search & Genius Results, but our users still default to opening tickets—even when answers exist. I’m curious how others are handling this.
- What metrics do you use beyond article views?
- Has AI Search genuinely increased deflection, or just changed search behavior?
- What practical changes (UX, workflow, enforcement) actually improved self-service adoption?
I would love to hear what worked in your world, not just best practices. looking forward to your answers.
