View product usage and capability data

View the product usage and capability data for a specific sold product over a period of time.

Product usage data provides insights into how customers interact with a product. It encompasses various metrics and data points that help understand how effectively a product is being adopted and used. This data helps customer success managers to analyze the data, identify areas for improvement, and make informed decisions. The data that appears on this page is configured using the DEC Insights Visualizations table. See Configure DCE Visualizations for details.

1. Login as a user with the sn_acct_lc.customer_success_agent role.
2. Navigate to Workspaces > CSM/FSM Configurable Workpace and select the List icon.
3. Navigate to Customer Success > All Engagements and select Number column to open the engagement record.
4. Navigate to the Product adoption tab. Select an engagement from the Sold products list and select to navigate to the Product usage page.

This page contains the following tabs:

• Overview
• Child products
• Capabilities

The Overview tab displays weekly breakdown data for the following metrics:

• Adoption score over the last 12 weeks
• Satisfaction score over the last 12 weeks
• Number of licenses utilized in the month
• Number of monthly active users
• Number of monthly transactions

The Metrics section lists all the auxiliary metrics that contribute to the product usage.

The Child products tab displays a list of all child products associated with the parent sold product. Click on a child product link to drill down and view the usage data for that product.

The Capabilities tab displays a list of all capabilities associated with the selected sold product. Click on the Name to drill down to the Capability usage page.

This page shows the capability adoption score over the last 12 weeks. The metrics that contribute the usage data are also displayed.