Deflection Metrics for Support Search (Summer '21 Release)

Product/Library Releases & New Features Summer '21 Release
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Now with Deflection Metrics you can quantify the impact Support Search has on your business and customers. Here are the new metrics:

  1. Case Starts: The number of times a user started their journey with search
  2. Case Submits: The number of times a user started their journey with search and submitted a case
  3. Deflections: The number of times a user started their journey but did not create a case.
  4. Deflection Rate: Percentage of cases that were deflected by Support Search

These metrics are available in-platform in Dashboards and Report Builder, as well as through the Analytics API.

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Turn on the Summer '21: Support Search Deflection Metrics (early access) account feature to see these new metrics.

1 Like
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Hi team,
Let me clarify regarding “2. Case Submits”. How can we detect the number of “submit a case” ? This means we should add conversion tag on case creation form or something like?
-YY

3

Please discard previous question.
Now I understand this with “Integrate Answers into your ticket form to help deflect case volume.”
Thanks,
-YY