Coveo explains two types of case deflection: explicit and implicit. Explicit case deflection occurs when a user begins creating a support ticket but abandons the process after finding relevant content or solutions. It can be encouraged by offering personalized, contextual recommendations on the case creation page. Implicit case deflection happens when users view self-service content that prevents them from escalating their issue, often measured through pageviews, document ratings, or feedback such as “Did this help you?” Encouragement comes from proactive self-service options that guide users to resolve issues independently, improving efficiency and customer satisfaction.

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