Leadership wants a deflection number for the help center. What events are you tracking between search, article view, and case creation?
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How do you measure case deflection from the support portal search?
Nov 6·119 viewsSolved
JK
Jonah KesslerGuide
Accepted solution
Track three events in one session: search, article or answer view, and case submission. Deflection is the share of sessions that searched and viewed content but didn't open a case. Report it per topic so you can see where content is missing.
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