Can anyone advise how to get table data for cases like while using VA, Knowledge article returned

[ManoharG]

Can anyone advise how to get table data for cases like while using VA, Knowledge article returned or not. Or else it lead to HR case is raised if user is not satisfied with the KA. I have some requirements to include both HR and VA for Performance analytics. If you are aware for ITSM perspective, it could help to find on HR.

[olgaredkina]

To know if KB article is returned in VA results you can use ssa_deflection_metric_activity table. Or go to Conversational Analytics dashboard and view this data at overview page https://www.servicenow.com/docs/bundle/xanadu-conversational-interfaces/page/administer/virtual-agen... The KB Article breakdown widget is showing the number of times KB article is returned. For KB satisfactions you can use kb_knowledge table to see "Helpful" count or Feedback table (kb_feedback) to track rating.

Not sure if there is an easy way to know correlate the with cases created. But in Conversational Analytics dashboard there are a lot of different reports showing the deflection you can explore if any of those would help for your specific use case.

[ManoharG]

I couldn't find data in  ssa_deflection_metric_activity. Can you tell what kind of data we can see in that table? Also how can I have demo data for that table for PDI?

[olgaredkina]

This table is populated by VA based on deflection configuration of VA. You can refer to https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1638862 for more info about setup and how to get data.