Experience Cloud Developer Guide

Get Up to Speed with Experience Builder Sites
Develop Experience Builder Sites: The Basics
Brand Your Aura Site
Develop Secure Sites: Authenticated and Guest Users
Develop Secure Sites: CSP, LWS, and Lightning Locker
Add Pardot Tracking to Your Experience Builder Site
Use a CMS with Your Experience Builder Site
Report on Deflections: The Deflection Signals Framework
Case Create Deflection Signal
Avoid Deployment Issues When Moving to Enhanced LWR Sites
Considerations for Deploying Authenticated LWR Sites
ExperienceBundle for Experience Builder Sites
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Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Report on Deflections: The Deflection Signals Framework

A lightningcommunity:deflectionSignal event is fired when a user initiates a case then views a deflection item that addresses their issue and causes them to abandon the case.

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.

Only those lightningcommunity:deflectionSignal events that are triggered by authenticated users are reported.

Note