Usage and adoption
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Summary of Usage and Adoption
The Usage and Adoption dashboard in ServiceNow’s Now Assist provides essential metrics to evaluate how effectively Now Assist is being adopted within your organization. It offers insights into usage patterns, user engagement, and departmental adoption, enabling you to monitor performance and identify areas for improvement.
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Key Features
- Dashboard Structure: The dashboard has two main tabs: Usage Summary and Adoption. These provide comprehensive views of Now Assist activity and departmental engagement.
- Filters: Use date range (default 30 days), channel, and product filters to customize the data view according to your needs.
- Usage Summary Indicators:
- Total Now Assist Actions: Displays the total number of skill executions (actions) within the selected period and filters, helping you gauge overall usage volume.
- Daily Now Assist Actions: Shows daily counts of actions to identify trends or spikes in usage.
- Average and Daily Unique Users: Tracks the number of distinct users engaging with Now Assist daily, providing insight into user adoption levels.
- Skill Group Distribution and Skill Engagement Trend: Interactive charts show which skills are most and least used, enabling targeted analysis of skill performance.
- Daily Usage Comparison by Workflow: Visualization of daily actions across workflows helps identify popular or underutilized workflows.
- Adoption Indicators:
- Departments with Highest Usage: Highlights departments with the most interactions, useful for identifying key adopters.
- Actions Comparison by Department: Breaks down usage types by department to understand engagement patterns.
- Feedback Details: Tracks the volume of user feedback and positive feedback rates, supporting quality and satisfaction assessment.
- Error Details: Reports the number of actions resulting in errors, essential for troubleshooting and improving reliability.
Key Outcomes
- Gain visibility into Now Assist usage trends across products, channels, and departments.
- Identify high-demand skills and workflows, as well as those needing further attention or optimization.
- Understand user engagement levels through unique user metrics to support adoption strategies.
- Monitor user feedback and errors to maintain and improve Now Assist performance and user satisfaction.
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.
The indicators on the Usage and adoption dashboard page provide the following insights. See Now Assist Analytics dashboard indicator details for information on data source and calculations behind each indicator on the page.
- 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 number of Now Assist actions, number of feedback provided by users of Now Assist actions, and number of Now Assist actions with positive feedback in the selected date range.
Figure 11. Feedback details indicator - Error details
- This area of the dashboard shows the number of Now Assist actions and the number of Now Assist actions resulting in errors.
Figure 12. Error details indicator