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#:...:

[Ankit_Rawat]

Hi @Tanushree Maiti ,

Thankyou for sharing the links. I have gone through them, but my use case is slightly different.

In my case, i am not using Virtual Agent. We are working with the ESC portal for request creation and KB access. I also noticed that we have OOB tables lie Deflection Configuration and Deflection Metrics, but i am not clear on how these can be utilized for tracking deflection from the ESC Portal.

We got Some OOB configuration for Legal Request Management, but it is not creating any Deflection Matric.

I am trying to understand : How these OOB configurations work.

Regards,

Ankit

Hi  @Dr Atul G- LNG    &    @Ankur Bawiskar  , if you have any insights on this, your guidance would be really helpful.

[Ankit_Rawat]

Hi   @Tanushree Maiti 

Thankyou foe sharing the links. I have gone through them, but my use case is slightly different.

in my case, i am not using Virtual Agent. We are working with the ESC portal for request creation and KB access. I also noticed that we have OOB tables lie Deflection Configuration and Deflection Metrics, but i am not clear on how these can be utilized for tracking deflection from the ESC Portal.

We got Some OOB configuration for Legal Request Management, but it is not creating any Deflection Matric.

I am trying to understand : How these OOB configurations work.

Rewards

Ankit

Hi @Dr Atul G- LNG     & @Ankur Bawiskar      , if you have any insights on this, your guidance would be really helpful.

[Ankit_Rawat]

Hi @Tanushree Maiti ,

Thankyou foe sharing the links. I have gone through them, but my use case is slightly different.

In my case, i am not using Virtual Agent. We are working with the ESC portal for request creation and KB access. I also noticed that we have OOB tables lie Deflection Configuration and Deflection Metrics, but i am not clear on how these can be utilized for tracking deflection from the ESC Portal.

We got Some OOB configuration for Legal Request Management, but it is not creating any Deflection Matric.

I am trying to understand : How these OOB configurations work.

Regards,

Ankit

Hi  @Dr Atul G- LNG    &    @Ankur Bawiskar  , if you have any insights on this, your guidance would be really helpful.