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:
-
Create a custom report type using Site Case Deflection Metrics as the primary object.
-
Create a public folder for the reports. This step requires the Manage Public Reports
permission.
-
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.
