How to track the success metrics of Agentic workflows?

Suggy · ‎04-26-2026

Customer is using OOTB agentic and custom agentic workflows.

They want to track how successful the agentic workflows are? IT agents may or may not give the feedback. In that case, how can customers know if the product is helping the IT agents? What KPIs to implement to measure the success?

Isnt this covered OOTB?

Dr Atul G- LNG · ‎04-26-2026

Hi @Suggy

https://www.servicenow.com/docs/r/intelligent-experiences/ai-agent-dashboard.html

might be helpful.

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Tanushree Maiti · ‎04-26-2026

Hi @Suggy

How to Evaluate Agentic dataset --> All details with links given here:

Agentic Evaluation and Troubleshooting Guide

Deploy AI Agents with confidence using Agentic Evaluations

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

rpriyadarshy · ‎04-26-2026

@Suggy have a look at this Article by Servicenow - Tracking Now Assist Usage: Measuring ROI and Adopt... - ServiceNow Community

Its not exact but Conceptually the same - Usage , Adoption and RoI.

Regards

RP

ScottG_SN · ‎04-28-2026

Our AI Agents - Deliver guide also provides some useful info: https://mynow.servicenow.com/now/best-practices/assets/ai-agents-deliver