The document discusses measuring KCS (Knowledge-Centered Support) metrics using Salesforce Knowledge. It recommends creating three fields on the Case object - Known vs New (picklist), Has Article Linked (checkbox), and Citation (checkbox) - and a trigger to automatically update these fields when a case is saved. The trigger checks for article links and sets the Known vs New field based on whether the linked article was created for that case. Dashboards and reports can then leverage the new fields to provide metrics like what percentage of cases are new or known issues, who is creating reusable articles, and if cases with linked articles close faster.
2. 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?
• …
3. 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
4. 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
