Product adoption and capability usage

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Product adoption and capability usage measure how effectively customers are adopting or engaging with a product.

    It provides insights into how a product is used and integrated into customer workflows.​ Product adoption and capability scores are calculated based on the product usage metrics such as licenses used, tasks completed, and number of active users. Higher product adoption is associated with greater customer satisfaction, retention, and potential for expansion.

    You can use this feature to:
    • Identify active and power users who fully leverage the product.
    • Highlight areas where customers need training or support.
    • Predict churn risk by pinpointing users with low engagement or low adoption levels.
    • Demonstrate value realization by ensuring that users can achieve their desired outcomes.

    You can calculate product adoption and capability scores for any sold product associated with an engagement. Before calculating the scores, you must create product capability records and associate them with one or more capability usage records. You can associate a primary capability directly with a specific product. You can also associate multiple secondary capabilities that belong to a single primary capability. See Create a product capability record for details.

    For example:
    • Sold product: ITSM
    • Primary capability: Incident management
    • Secondary capabilities: Incident logging, incident prioritization.

    You can configure how the product adoption and capability scores are derived and displayed on the Engagement home page and the Product Capability page. See Configure DCE Visualizations for details.