Which KPI would effectively measure this?

The company prioritizes increasing online self-service adoption .

Which KPI would effectively measure this?
A . Case Volume Deflection Rate
B . Customer Effort Score (CES)
C . Number of Knowledge Base Articles Viewed
D . Web Chat Engagement Rate

View Answer

Answer: A

Explanation:

The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers’ needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.

Reference: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm