5 Capabilities to Make Case Deflection a Reality

What’s Inside?

What’s Inside?

Case deflection depends on the effectiveness of your knowledge management system. If you have self-service content located in multiple places across different platforms, it’s important to ensure there’s a way to bring all of the content together and make it searchable. You can make case deflection and self-service success a reality by following these best practices:

#1: Identify your self-service content across all enterprise sources and channels, then unify search across all of it

#2: Make self-search prominent and mobile-ready

#3: Offer proactive insights

#4: Identify and resolve self-service gaps with usage analytics

#5: Use machine learning to continually improve search results and predict relevant content

Best practices for successful case deflection and self-service.
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