Usage and adoption
Summarize
Summary of Usage and adoption
The Usage and Adoption dashboard in ServiceNow's Now Assist provides key metrics and insights that help organizations evaluate the adoption and performance of Now Assist. It serves as the landing page for monitoring usage trends, skill engagement, departmental adoption, and feedback. This dashboard enables customers to analyze Now Assist usage over customizable date ranges, channels, and products, with a default view of the last 30 days.
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Key Features
- Usage Summary Tab: Displays total and daily Now Assist actions, skill distribution trends, daily unique user counts, and engagement levels across selected products and channels.
- Adoption Tab: Tracks departmental adoption by highlighting departments with the highest Now Assist usage, comparing actions by department, and showing user feedback and error details.
- Interactive Visualizations: Skill group distribution and skill engagement trend charts allow users to identify in-demand or underutilized skills by comparing usage over time. Daily usage by workflow is also visualized.
- Filters: Users can filter data by date range, Now Assist channel, and product to tailor insights to specific periods and contexts.
Key Outcomes
- Gain a clear understanding of Now Assist adoption and engagement levels across your organization.
- Identify which skills and workflows are most frequently used and which may require attention or optimization.
- Monitor departmental usage patterns to pinpoint areas with high or low adoption, enabling targeted improvement efforts.
- Track user feedback and error occurrences to improve the quality and reliability of Now Assist actions.
This dashboard equips ServiceNow customers with actionable insights to drive effective management and enhancement of Now Assist usage, ensuring better alignment with organizational needs and user engagement goals.
The Usage and adoption dashboard page contains key usage and performance indicators that help you evaluate the adoption of Now Assist in your organization.
The Usage and adoption dashboard page is the landing page for the dashboard. The Usage and adoption dashboard page contains two tabs that provide insights on usage summary and adoption.
The Usage summary page includes indicators on total and daily Now Assist actions, skill distribution and engagement trend, and daily unique users who have engaged with Now Assist. The Adoption page tracks the departments with the highest Now Assist usage, comparison of actions by department, and feedback and error details. Use the date range, channel, and product filters to view usage and adoption indicators for the selected period, Now Assist channel, and product, respectively. The default date range is 30 days.
- Skills engagement trend for a selected period can reveal skills that have been used more frequently or less frequently.
- Total and daily actions for a selected period can reveal the scale of Now Assist actions executed. The trend line in the visualization shows periods of increased or declining engagement.
- Average and daily unique users can reveal user engagement with Now Assist.
Usage summary indicators
- Total Now Assist actions
- This area of the dashboard shows the total number of Now Assist actions in the selected date range. A single use of a Now Assist skill represents an action. Select a filter combination to view the number of actions by products or Now Assist channels. For example, you can view the number of Now Assist actions executed through the Now Assist in Virtual Agent channel for Now Assist for Customer Service Management (CSM) product.
Figure 2. Total Now Assist actions indicator - Daily Now Assist actions
- This area of the dashboard shows the number of Now Assist actions executed per day in the selected date range.
Figure 3. Daily Now Assist actions indicator - Average daily unique users engaging with Now Assist
- This area of the dashboard shows the average number of daily unique users who engaged with Now Assist actions in the selected date range. Average number of daily unique users is an indicator of the level of Now Assist engagement across selected Now Assist products and channels.
Figure 4. Average number of unique users per day who triggered actions indicator - Daily unique users engaging with Now Assist
- This area of the dashboard shows the daily unique users who engaged with Now Assist actions in the selected date range.
Figure 5. Daily unique users engaging with Now Assist indicator - Skill group distribution
- This area of the dashboard shows the skill usage in a trend chart for the selected filters. The visualization is interactive. Use the Group by filter to apply predefined breakdowns. Hover over the trend lines to see the number
of times that each skill was used. Selecting one or more items in the legend removes the trend line for those items. You can compare and contrast skill usage distribution in a date range to understand in-demand skills, and
skills that are low on usage and need further analysis.
Figure 6. Skill group distribution indicator - Daily usage comparison by workflow
- This area of the dashboard shows the number of Now Assist actions executed per day against each workflow in the selected date range. Hover over a bar to view the count of Now Assist actions executed for a workflow on that day.
Figure 7. Daily usage comparison by workflow indicator - Skill engagement trend
- This area of the dashboard shows the skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times that each skill was executed. Selecting one or
more skills in the legend removes the trend line for those skills. You can compare and contrast skill usage levels in a date range to understand in-demand skills, and skills that are low on usage and need further analysis.
Figure 8. Skills engagement trend indicator
Adoption indicators
- Departments with highest usage
- This area of the dashboard shows the departments with the highest usage of Now Assist actions in the selected date range. Hover over the horizontal bars to view the count of actions for a particular department.
Figure 9. Departments with highest usage indicator - Now Assist actions comparison by user department
- This area of the dashboard shows the number and type of Now Assist actions executed against each department in the selected date range.
Figure 10. Now Assist actions comparison by user department indicator - Feedback details
- This area of the dashboard shows the numbers and percentage of feedback provided by users of Now Assist actions in the selected date range.
Figure 11. Feedback details indicator - Error details
- This area of the dashboard shows the number of Now Assist actions resulting in errors, and the percentage of records corresponding to the errors.
Figure 12. Error details indicator