https://www.servicenow.com/community/employee-slate-and-employee/knowledgebase-self-service-rates/m-p/2979805#M9327 <P>Hello everyone,</P><P>&nbsp;</P><P>i´m wondering if ServiceNow offers any way to calculate a rate about how much our company uses Self Services from ESC.<BR />We notice a decreasing amount of incoming incidents as we have implemented some self services so far.<BR />Knowledgebase is one of them. In our portal users can open an incident and see related search results before submitting the incident.<BR />Is this tracked somehow in a table, that one possible incident has not been opened because a user clicked a KB article instead from related search? Any tips or recommendation how to visualize this in a report are appreciated.</P><P>&nbsp;</P><P>Thanks in advance.</P> Wed, 03 Jul 2024 11:35:58 GMT Christian Kelln 2024-07-03T11:35:58Z https://www.servicenow.com/community/employee-slate-and-employee/knowledgebase-self-service-rates/m-p/2979805#M9327 <P>Hello everyone,</P><P>&nbsp;</P><P>i´m wondering if ServiceNow offers any way to calculate a rate about how much our company uses Self Services from ESC.<BR />We notice a decreasing amount of incoming incidents as we have implemented some self services so far.<BR />Knowledgebase is one of them. In our portal users can open an incident and see related search results before submitting the incident.<BR />Is this tracked somehow in a table, that one possible incident has not been opened because a user clicked a KB article instead from related search? Any tips or recommendation how to visualize this in a report are appreciated.</P><P>&nbsp;</P><P>Thanks in advance.</P> Wed, 03 Jul 2024 11:35:58 GMT https://www.servicenow.com/community/employee-slate-and-employee/knowledgebase-self-service-rates/m-p/2979805#M9327 Christian Kelln 2024-07-03T11:35:58Z