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Site Case Deflection from Discussions and Articles

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Site Case Deflection from Discussions and Articles

Get insight into how well the Contact Support Form and Case Deflection components actually deflect cases from being created. Using the Case Deflection Dashboard, get real-time metrics on potential and confirmed case deflections, the most helpful articles and discussions, and the least helpful articles and discussions.

Required Editions

Available in: both Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To create, update, and delete custom report types: Manage Custom Report Types

As an admin, you can create custom report types so users can analyze which articles and discussions are most useful in deflecting cases in a site.

To create a folder of reports for your users:

  1. Create a custom report type using Site Case Deflection Metrics as the primary object.
  2. Create a public folder for the reports. This step requires the Manage Public Reports permission.
  3. Using your custom report type, create one or more new custom reports. For example, you can make specific reports on which articles and discussions helped deflect cases, and which ones were unsuccessful at deflecting cases. Assign the reports to the new reports folder you created.

After completing these steps, a folder of site case deflection metrics reports is available to your users on the Reports home page.

 
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