Deflection Tracking for Legal Request

[Ankit_Rawat]

Hi Everyone,

I need some guidance on implementing deflection tracing. We are using the ESC portal for request generation and knowledge base access.

The requirement is to track deflection - specifically, how many users visit knowledge article but do not submit a request within a certain time period - so that we can generate reports based on this data.

So far, I have explored Self-Service Analytics, where i found Deflection Metrix and Deflection Configuration modules. I also came across an OOB Deflection Configuration in the Legal Request Management app. However, i couldn't find proper documentation on how to use these, where the data is stored, or how reporting can be built on top of it.

Any suggestions or references would be really helpful.

Thanks in advance!

[Tanushree Maiti]

Hi @Ankit_Rawat 

Please refer this links, see if it helps you:

https://www.servicenow.com/community/now-assist-forum/how-to-calculate-deflection-rate-in-servicenow....

https://www.servicenow.com/community/itsm-forum/measure-successful-incident-deflection/td-p/623629#:...: