Report on Deflections: The Deflection Signals Framework

For example, let’s say a user is filling out a form to create a customer case, and then sees a useful article on the page. After clicking the article, the user finds it helpful and decides that creating a case is unnecessary. A lightningcommunity:deflectionSignal event is then fired. The event includes information about the user’s interaction with the article. The user’s action is reported as a successful deflection because the user didn’t create a case.

You can report on these events through custom report types with the target object Community Case Deflection Metrics. The signal appears in reports as either a Successful Deflection, Failed Deflection, or Potential Deflection.