Our org has recently implemented Case Deflection on our community/experience site. We're excited about the functionality but noticed the reporting only shows the following:
- Confirmed Deflection
- Potential Deflection
- Unsuccessful Deflection
However, it does not track if an article was opened from the Case Deflection module then closed without the deflection questions being answered. Does anyone have thoughts on how the articles being accessed from the Case Deflection module can be tracked to see there effectiveness? Possibly something that's captured when the overlay is closed?
Thank you,
if you are trying to stick with native salesforce case deflection i think you are pretty limited. they do have a free labs package with prebuilt reports: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EtDxwUAF
you could look at things like Coveo which may have some extra functionality.
