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‎05-10-2022 10:43 AM
Good day SNOW Community,
I am utilizing the SNOW community platform and have a question about the deflections are calculated.
Number of Deflections:
A monthly count of deflections for all self-service channels (Knowledge, Communities, Catalog, VirtualAgent).
Self-Service: Confirmed Deflections:
A monthly count of deflections after which the primary activity (case creation) was not found depending on the activity type (helpful knowledge articles, helpful community content, catalog requests) within an activity window. An increase in value indicates better performance.
Self-Service: Potential Deflections
A monthly count of deflections after which the primary activity (case creation) was not found depending on the activity type (helpful knowledge articles, helpful community content, catalog requests) within an activity window. An increase in value indicates better performance.
My question: are these deflections based upon any content viewed or interacted with within a community? No matter a Help Forum discussion, Blog, or FAQ? Confirming it does not matter the specific community area that matters; only that someone visited community?
Thank you,
Toby
Supporting Documentation:
Self-Service Analytics dashboard for customer service
https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/use/dashboards/applicat...
Self-Service Analytics concepts
https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/co...
Solved! Go to Solution.
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‎05-13-2022 03:35 AM
Hi Toby,
As far as I know it shouldn't matter which community content the customer interacts with.
It may have changed since I looked into SS Analytics, but there is a slight difference between confirmed and potential deflections.
Confirmed deflections are as you describe. For example, a customer marks an article helpful, and then doesn't log a case. Potential deflections are - i think - instances where a customer views an article, or forum post, but doesn't interact with it (they don't mark it helpful) then doesn't log a case.
I did some testing and the results were fairly consistent with the above, although i did get some duplication which I couldn't work out. It was performed on Quebec though, so the metrics have perhaps been refined since then.
I'd be keen to hear if you have a positive experience with the feature, as its something I've been thinking of using for a while, but havent been 100% convinced that I can rely on the numbers, especially when reporting up to senior management.
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‎05-13-2022 03:35 AM
Hi Toby,
As far as I know it shouldn't matter which community content the customer interacts with.
It may have changed since I looked into SS Analytics, but there is a slight difference between confirmed and potential deflections.
Confirmed deflections are as you describe. For example, a customer marks an article helpful, and then doesn't log a case. Potential deflections are - i think - instances where a customer views an article, or forum post, but doesn't interact with it (they don't mark it helpful) then doesn't log a case.
I did some testing and the results were fairly consistent with the above, although i did get some duplication which I couldn't work out. It was performed on Quebec though, so the metrics have perhaps been refined since then.
I'd be keen to hear if you have a positive experience with the feature, as its something I've been thinking of using for a while, but havent been 100% convinced that I can rely on the numbers, especially when reporting up to senior management.
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‎02-22-2023 04:47 AM
Hi Barry, do you know is there any analitycs for HRSD to measure case deflection?
