Review Your Company Self-Service Usage

The Self-Service and Case Deflection dashboard is divided into the two following sections: Community Visits and Case Deflection.

The purpose of the Administration Console Self-Service and Case Deflection dashboard is to provide a quick overview of various visit metrics, such as the number of visits in which at least a search and a click were performed on your community search page and the number of visits on your case creation page. The Search Event Click-Through (%) average during visits on your community search page and the number of case deflections versus the number of case creations help you identify quickly self-service trends and anomalies to determine when further analysis is required.

Create the Self-Service and Case Deflection Dashboard

1. On the Reports page, Click Add, and then select Dashboard from template.

2. In the Select a Template panel that appears, select the Self-Service and Case Deflection radio button, and then click Select.

3. On the Self-Service and Case Deflection dashboard, click Save in the upper-right corner.

Access the “Self-Service and Case Deflection” Dashboard in Edit mode

1. On the Reports page, click the Self-Service and Case Deflection dashboard, and then in the Action bar, click Open.

   The Self-Service and Case Deflection dashboard could be deleted, renamed, or modified. If missing, you can create the report using the Self-Service and Case Deflection template (see Create the Self-Service and Case Deflection Dashboard).

2. In the Self-Service and Case Deflection dashboard, click Edit in the upper-right corner.

   Changes that you made prior to accessing Edit mode are kept. Therefore, you must remove these changes (if unwanted) before saving the report.

Review the Available Numerical Metrics

1. Access the “Self-Service and Case Deflection” dashboard.

2. In the Self-Service and Case Deflection dashboard, in the Self-Service tab, inspect the available metric values:

   In the Community Visits section:

   All visits are counted regardless of unique IP addresses and user names.

   • Total Visits

     The number of visits on your community search page.

   • Total Visits with Searches

     The number of visits on your community search page in which a user query was performed using the search box.

     • Queries must not be blank or unavailable.

     • User query refinements are excluded.

   • Total Visits with Searches and Clicks

     The number of visits on your community search page in which a user query (performed using the search box) was followed by a click on a search result. When evaluating the effectiveness of your community search page, you want that number to be as close as possible as the Total Visits with Searches.

   • Visit Click-Through

     The number of visits on your community search page with at least one click divided by the total number of visits (see Total Visits).

   In the Case Deflection section:

   All visits are counted regardless of unique IP addresses and user names

   • Total Case Creation Page Visits

     The number of visits on your case creation page.

   • Total Visits with Case Deflection

     The number of visits on your case creation page in which a search result was clicked that was not followed by a case creation.

   • Total Visits with Case Submit

     The number of visits on your case creation page in which a support case was created.

   • Total Visits with Abandon

     The number of visits on your case creation page in which the user exists the page without performing any action (e.g., performing a query, clicking links, etc.).

Set the Date Interval Over Which You Want to Review Search Usage Data

1. Access the “Self-Service and Case Deflection” dashboard.

2. In the Self-Service and Case Deflection dashboard, in the upper-right corner of the report, you can quickly go from the actual date interval selected (last week, month…) to the previous period or next period by clicking and respectively or you can click the box containing the actual date range (e.g., - by default the last 7 complete days) to access the Report Period dialog, and then select the date range you want to review (see Set the Period to Review Search Usage Data).

Add One or More Dimension Filters to Refine Search Usage Analytics Data

1. Access the “Self-Service and Case Deflection” dashboard.

2. On the Self-Service and Case Deflection dashboard, access the dialog to add global dimension filters by clicking in the upper-left corner (see Add Global Dimension Filters).

Required Privileges

The following table indicates the required privileges to view and edit dashboards from the Reports page and associated panels (see Manage Privileges and Privilege Reference).