---
sourceDocument: Yokohama ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Set up the deflection configuration for Self-Service Analytics

# Set up the deflection configuration for Self-Service Analytics {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Associate a period of time with an activity context that defines how long a system
will wait for a case to be created to match a deflection pattern.

## Before you begin

[Configure activity patterns for Self-Service Analytics](https://www.servicenow.com/docs/b7xFTE3SO3LkeJrE33o94A "Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome.").

Role required: sn_ssa_core.self_service_manager

## Procedure

1. Navigate to AllSelf-Service AnalyticsConfigurationDeflection Configuration.
2. In the Deflection Configurations list, search for and select the deflection configuration for your activity context.
   * For customer contacts, select Contact Case Deflection Configuration.
   * For consumers, select Consumer Case Deflection Configuration.
   * For user entities other than consumers and customer contacts, click New to create another deflection configuration or modify an existing configuration.
   {#configure-deflection-ssa__choices_nlw_lqp_jlb}
3. On the Deflection Configuration form, verify the default field values for an existing configuration or fill in the values for a custom configuration.  
   {#configure-deflection-ssa__table_trj_yvb_4lb__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name for your deflection configuration. |
   | Activity Context | Type of activities for which you want to collect data. For more information, see [Configure activity contexts for Self-Service Analytics](https://www.servicenow.com/docs/SVVZdxInGlgA_qmyrlzwzg "Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts."). |
   | Description | Summary of the configuration. |
   | Application | Scope of the application that contains the user entity. This field is automatically set based on the application scope selected in the application picker. |
   | Window | Activity context window (duration) for tracking activities that match a deflection pattern. Example: To track the create case activity for a consumer within a day, set the window as 1 day. * If the consumer created a case within that window, the deflection pattern matched is not a deflection. * If the consumer did not create a case within that window, the deflection pattern matched is a potential deflection. * If the consumer did not create a case and the last activity is submitted positive feedback for any self-service channel content within that window, the deflection pattern matched is a confirmed deflection. {#configure-deflection-ssa__ul_urj_yvb_4lb} |
   [Table 1. Deflection Configuration form]

   {#configure-deflection-ssa__table_trj_yvb_4lb}
4. In the Deflection Patterns related list, add or modify existing deflection patterns to associate them with the deflection configuration or add a new pattern.  
   This related list appears only if a deflection configuration exists.
5. In the Deflection Metrics related list, add or modify an existing deflection metric table that stores the deflection data for an activity pattern associated with a deflection type.  
   This related list appears only if a deflection configuration exists. Alternatively, you can also configure a deflection metric table by navigating to Self-Service AnalyticsDeflection Metric.
6. On the Deflection Configuration form, click Update.

## What to do next

[Configure scheduled jobs for Self-Service Analytics](https://www.servicenow.com/docs/PPLMoNFKh5bhNvNQZzyqsA "Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.").

*[\>]: and then