Reviewing Your Company Self Service Usage

The Self-Service and Case Deflection dashboard is divided into the two following sections: Community Visits and Case Deflection. Coveo for Salesforce Free clients can use this page to review the case creation and support search page activity and evaluate the effectiveness of your self-service tools (see Who Can Perform the Page Actions and Getting Started with Coveo for Salesforce Free Edition).

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 query 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.