Self-service and knowledge · The deflection · Element
The value
What deflection is worth.
The part
What it is
Deflected contacts times the cost of handling one. It is what justifies the investment in content and is rarely calculated.
It should be set against the maintenance cost, since documentation is not free to keep current.
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.