Self-service and knowledge · The deflection · Element
The rate
How often a visit avoids a contact.
The part
What it is
Measured by whether the same customer contacted support shortly after viewing the article.
It requires joining the two, which is a small piece of instrumentation with a disproportionate return.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.