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Kalyan OduriKalyan Oduri 

Regarding case deflection metrics

We are using the following report: Salesforce Case Deflection Reporting Package for Lightning Communities

When customers come to create a case, we have KB case deflection enabled. A modal pop-up opens with the KB article.
At the bottom of the KB article, we want to have our deflection options to show (eg. has this case resolved your issue? yes/no)

Currently, we have these options on our KB articles with these options but it seems like the deflections modal pop-up doesn't include these. How can we add this to the modal?

Best Answer chosen by Kalyan Oduri
Parik DhodyParik Dhody
Hi Kalyan,
The best metric is the number of cases deflected as confirmed. The defelection report package for lightning communities has a report called "Articles with confirmed deflection" and this will be a good metric to track as it takes the data from those case deflections where a person has confirmed that they do not wish to continue with creating the case.

All Answers

Parik DhodyParik Dhody
Hi,

you can configure this in the case deflection lightning component in the experience builder.

first you are asked if the article helped and then you are asked if you would like to continue with the case or not.

https://help.salesforce.com/articleView?id=rss_case_deflection.htm&type=5
Kalyan OduriKalyan Oduri
Thanks, Parik. Is there a specific metric to track this when building out a report?
Parik DhodyParik Dhody
Hi Kalyan,
The best metric is the number of cases deflected as confirmed. The defelection report package for lightning communities has a report called "Articles with confirmed deflection" and this will be a good metric to track as it takes the data from those case deflections where a person has confirmed that they do not wish to continue with creating the case.
This was selected as the best answer
Kalyan OduriKalyan Oduri

Thanks Parik.

I was able to get this resolved