Do you manage a support style community? Do you measure case deflection? (If not why not?!)
If so, which platform are you using? Is the case deflection part of the platform or do you have a third party tool? How easy or hard is it to get your deflection metrics? What action are you taking based upon those metrics?
Our Community is built on the Salesforce Community Cloud platform but our case Deflection comes from a third party tool we use to power our search and case creation - Coveo, as Salesforce doesn’t yet index external web sources, which is where our online help documentation is stored.
I’m interested in how others are approaching the whole concept of case deflection as it’s something we’ve just started analysing “properly”!