--- schema_version: "1" id: fa048be0724c7a0f44d8317a69fd59ac94aae8d74a7a7cb2c9d02fbf07c461f1 title: Deflection Tracking collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/rss_deflection_tracking.md canonical_url: https://help.salesforce.com/s/articleView?id=experience.rss_deflection_tracking.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: ff7d9883b0b0b1c53feabfe0a4f5636f4099c1181b0fd4ba4a0b91159f6335eb description: The Deflection Tracking component gathers data from users about the deflection content that you provide. Prompt users with a customized set of answers, and capture their feedback in your Salesforce org. Use the Salesforce Case Deflection Reporting Package for Experience Builder sites to build reports about the effectiveness of your deflection content. Reports help you plan your content strategy with the support of real data. products: - Experiences release: "264" --- # Deflection Tracking The Deflection Tracking component gathers data from users about the deflection content that you provide. Prompt users with a customized set of answers, and capture their feedback in your Salesforce org. Use the Salesforce Case Deflection Reporting Package for Experience Builder sites to build reports about the effectiveness of your deflection content. Reports help you plan your content strategy with the support of real data. 1. Select the **Deflection Tracking** component, and drag it onto any Feed Detail, Question Detail, or Article Detail page. Avoid placing the component in the template header or footer of the page. Doing so causes the component to appear on all pages. 2. In the property editor, configure the properties for the component. | Property | Details | | --- | --- | | Question Label | Enter a prompt that asks users if they’re satisfied with the suggested content. Default text is: **Did this information resolve your issue?**. | | Show confirmed deflection button | Select to include a confirmed deflection button that users click to confirm that the information resolved their issue. | | Confirmed Deflection Button Label | Enter a label for the confirmed deflection button. Default text is: **Yes**. | | Show potential deflection button | Select to include a potential deflection button that users click to show that the information possibly resolved their issue. | | Potential Deflection Button Label | Enter a label for the potential deflection button. Default text is: **Maybe**. | | Show unsuccessful deflection button | Select to include an unsuccessful deflection button that users click to show that the information didn’t resolve their issue. | | Unsuccessful Deflection Button Label | Enter a label for the unsuccessful deflection button. Default text is: **No**. | | Thank You Message Label | Enter a message thanking the user for their response. Default text is:**Thanks for your feedback!**. | 3. Publish the page. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/images/icon_example.png) Example Sample Deflection Tracking component set up in Experience Builder: ![Deflection Tracking Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/rss_deflection_tracking_modal.png) Sample Deflection Tracking component in viewable user page: ![Deflection Tracking Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/rss_deflection_tracking_example.png) Install the Salesforce Case Deflection Reporting Package to see how well the Deflection Tracking component actually deflects cases from being created. Use the Community Case Deflection Metrics dashboard to get metrics on potential and confirmed case deflections and the most helpful articles and discussions. #### See Also - [Case Deflection](https://help.salesforce.com/s/articleView?id=experience.rss_case_deflection.htm&release=264.0.0&type=5 "The Case Deflection component searches text as it’s being entered into the Contact Support Form component, and returns relevant articles and discussions. If users don’t get the answer they need, they can continue with their request for support.") - [Ask Button](https://help.salesforce.com/s/articleView?id=experience.rss_ask_community.htm&release=264.0.0&type=5 "The Ask Button component lets users click a button to ask a question that is then published to the site. Users must log in to ask questions and participate in discussions.") - [Contact Support & Ask Buttons](https://help.salesforce.com/s/articleView?id=experience.rss_contact_support.htm&release=264.0.0&type=5 "The Contact Support & Ask Buttons component adds two buttons to the page. The Contact Support button lets users click a button to create a case. The Ask button lets members ask a question and publish it to the site. All members must be logged in to ask the site a question.") - [_Experience Cloud Developer Guide_: Report on Deflections: The Deflection Signals Framework](https://developer.salesforce.com/docs/atlas.en-us.communities_dev.meta/communities_dev/communities_dev_using_deflection_framework.htm?q=the%20deflection%20signals%20framework)