Questions About Success Dashboard and Now Assist

[yoshi0427]

Hello Experts,

I have several questions regarding the Success Dashboard and Now Assist:

1. Is the only way to measure the impact of Incident Summarization and Resolution Notes Generation by Now Assist through changes in the average incident resolution time?
2. How can I use the Success Dashboard to identify which catalog items or knowledge articles are performing poorly?
3. Does Now Assist provide any features that suggest improvement measures based on analysis?
4. What are the steps for configuring custom KPIs in the Success Dashboard?
5. Besides self-resolution rate and user satisfaction, are there any other key metrics to evaluate the effectiveness for end users?

If anyone has insights or experience with these topics, I would greatly appreciate your input!

Best regards,

Yoshi

[Dr Atul G- LNG]

Hi @yoshi0427 

Greetings!!

We are currently implementing Now Assist for our customers, and I can relate to your questions. However, could you clarify which success dashboard you're referring to? The only dashboard I see in the Now Assist admin console is Analytics, which provides a lot of data. I kindly suggest connecting with your SN account manager for further assistance. You may also find the Admin Console and Adoption Blueprint helpful if they serve your purpose.