Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.

Prozedur

1. Navigate to All > Self-Service Analytics > Activity Context.
2. Select ITSM KB deflection from the list.
3. In the Activity Context Types tab, select the Preview icon corresponding to Viewed a knowledge article activity type.
4. Select Open record.
5. In the Activity Context Type form, change the filter condition to include the relevant knowledge bases.

6. Select Update.