Measure KCS Metrics with Salesforce Knowledge? Francois LopitauxProduct manager

@flopitaux

in/flopitaux

Measure KCS Metrics with Salesforce Knowledge

• Here some KCS metrics that any organization starting

KCS journey may want to measures:

• Are case solved by my organization are new or known issue?

• Who is creating article that are reuse in my organization?

• How many times article are used to solve cases? Are case with

article closed faster?

• …

1. Create 3 Fields on Case Object

• Create 3 fields:• Known vs New:

• Type: Picklist

• Value: N/A, New, Known

• Has Article Linked:

• Type: Checkbox

• Citation:

• Type: Checkbox

2. Create a Trigger to automatically update the new 3 fields

• Trigger will be executed on Case save, before update. • Check Citation field if at least one article linked to the case has

not been created by the person who create the article case

relationship

• Check Has Article Linked field if at least one article is linked to

the case

• Set Known vs New to:

• New if the linked article has been created for this case

• Known if the linked article has not been created for this case

• N/A if no article has been linked to the case.

• Trigger Code can be find here: http://pastie.org/5686012

3. Create Report and Dashboard leveraging this new fields