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
The lightningcommunity:deflectionSignal event is fired in an Aura site when a user is deflected away from creating a customer case. After a user views an article or discussion, they’re asked if the interaction was helpful, and whether they want to abandon their case.
See Also
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