Valuable Tool with Room for Improvement but only for Admin?

The case deflection feature effectively captures data, but as we are testing it, it seems the access to the date is restricted to administrators. Does anyone has info about that? Expanding access to other user profiles and providing more detailed documentation would significantly enhance usability and facilitate broader adoption.

No response from developer on product limitations

This is a great start to incorporating reporting that should be OTB with Salesforce in my opinion. However, it's just a start.. literally. The data reporting within the dash only reports a few weeks at a time. There's no reporting past 40 days or so... This is a major limitation for any type of effectiveness analysis you would like to do. Many users below report having the same issue, with no response from the developer.

Possible to view data on deflection more than a month back?

Hi team, Great tool, but I will like to know whether it is possible to view data on deflection more than a month back? The purpose of this is, so I can see some trends into our knowledge base. Right now with this limit amount of data are not really saying anything. Looking forward to hear from you!

This is a unique limitation. We're needing this data as well.

Deflection Data has gone missing

Hello team! Reaching out as we installed this and our older deflection data has gone missing. Checked report filters and everything looks good. We can only see the most recent deflection records. Any support would be appreciated! Thanks,

Doesn't show unsuccessful deflections

Not sure if its a reporting issue or if the case deflection component isn't working as expected but unsuccessful deflections are not showing in the reports.

nice starting point!!

i recommend this solution to anyone looking for base deflections capabilities

Users (except system admins) are not able to see the case deflection reports' results

Hi team, When any user except the system admin tries to see the case deflection reports, they see zero records, and when I (as a system admin) tries to run the same reports, I am able to see all the records. Is there a setting through which we should provide access to the other users? Note: I observed that as soon as we add the 'Title' field in the report, it displays zero records for all SF users (except system admins).

I'm having this same issue. This is useless if only I can see the data. Any updates on this?

Hi Nikita and Lauren - This bug should be fixed in the upcoming Spring'22 release. Depending on which region you're in, you should see this update in about two weeks. Can you please try again then, and let me know if you're still experiencing the bug? (internal reference: TD-0091248) Paul

Hi there, was this issue resolved or clarified for you? We just installed this package and I'm not seeing any data yet, but wondering if it's because I am not a system admin. Thanks for any info.

This is a good base, I have questions still though.

What are the definitions of Confirmed Deflection and Potential Deflection?

A 'Potential Deflection' should be logged whenever a community user clicks on content in the case deflections component, doesn't explicitly select whether the content solved her issue or not, and then abandons the creation of a case. A 'Confirmed Deflection' should be logged whenever a community user clicks on content in the case deflections component, then explicitly select that the content solved her issue.

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Salesforce Case Deflection Reporting Package for Lightning Communities

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