---
schema_version: "1"
id: 4e1b9b0ea0d767b1e966b2f9f7d4b6b0281c08129dd386e401f21d4c2c86cb5d
title: Site Case Deflection from Discussions and Articles
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/networks_case_deflection_reporting.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.networks_case_deflection_reporting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d2e59a83212d16954cb7a4334cfd2920220db63e144d98663f1b5b6b3311d9be
description: 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.
products:
  - Cross Cloud
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39012e72">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39012e72 ">To create, update, and delete custom report types:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39012e72 ">Manage Custom Report Types</td>

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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.