What is a Case Deflection in Dynamics 365 Customer Service ?

This video demonstrates the case deflection process in Microsoft Dynamics 365 Customer Service application.

Case Deflection is a technique which allows an end user to search for the resolution before raising a case in the system. It is a self-service activity conducted by initiator / case creator and is usually implemented for efficient utilisation of case management system's case creation functionality. Case deflection restricts creation of duplicate or existing case which may already exist in the backend system. The user is presented with pre-defined Knowledge Articles or similar content (blog posts, forums, web pages etc.)
Case deflection eliminates repetition of similar cases.

The Case Deflection Site Settings (in Power Pages):
HelpDesk/CaseDeflection/Enabled  { true or false }

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