---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Product adoption and capability usage

# Product adoption and capability usage {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.
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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](https://servicenow-prod.fluidtopics.net/MTQnF17KdQrdxDsu030VKg "Create a product capability record and associate with one or more capability usage records.") for details.  
For example:

* Sold product: ITSM
* Primary capability: Incident management
* Secondary capabilities: Incident logging, incident prioritization.
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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](https://servicenow-prod.fluidtopics.net/NmLaHQMmfbJIfySjpPngrA "Use the DCE Visualizations option to configure data sources, define baselines and targets, and apply aggregation rules. You can also define specific conditions to customize the data displayed.") for details.
**Zugehörige Konzepte**   

* [View product usage and capability data](https://servicenow-prod.fluidtopics.net/bLXbTylWbcSIvhaWt7uxqw "View the product usage and capability data for a specific sold product over a period of time.")  
**Zugehörige Informationen**   

* [Product adoption](https://servicenow-prod.fluidtopics.net/4j~dY9UeCcGtUjLJtlmNiw#account-lifecycle-view-engage__section_qyq_ddq_vfc)