Estimated Cost Savings provides the data to measure the success of the product by calculating the total amount saved by the agents for Virtual Agent, Knowledge, and Service Catalog.

View the total estimated cost saved and its breakdowns to measure benefits from the product capabilities:
  • Overall estimated cost saved by specific ServiceNow® product capabilities ITSM Success Dashboard
  • Contribution by individual channels like Virtual Agent conversations, Knowledge articles, and Service Catalog submissions
  • Formulas and definitions of the data presented on the dashboard
  • Data trending monthly, quarterly, and yearly

Key features

This dashboard provides the following features:
  • Centralized view with prescribed KPIs, computing cost savings for the overall cost saved that includes Self-solved, Call deflection, Structured tickets completed, and Successful predictions
  • Monthly, quarterly and yearly aggregation of the KPIs
  • Contextual help explaining a selected KPI and its formula
  • Ability to configure persona groups, the hourly salary for each persona group, and the time saving for each persona group per indicator
  • Ability to view the cost saved for individual components on the dashboard

Viewing the dashboard

To view the dashboard, you must have the sn_sd.success_dashboard_admin, sn_sd.success_dashboard_read, or sn_sd.success_dashboard_details_read role. Navigate to All > Success Dashboard > Success Dashboard.