--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Usage and adoption # Usage and adoption {#ariaid-title1} Release version: Yokohama Updated February 12, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Usage and adoption The Usage and adoption dashboard in the Yokohama release provides ServiceNow customers with essential insights to evaluate how Now Assist is being used within their organization. It serves as a centralized landing page featuring two main tabs: Usage summary and Adoption. These tabs offer detailed metrics on Now Assist actions, skill engagement, user participation, departmental usage, feedback, and errors. Show full answer Show less ## Usage summary This section offers key indicators on the volume and trends of Now Assist activity over a selectable date range (default 30 days), with filters for channel and product: * **Total Now Assist actions:** Counts all uses of Now Assist skills in the selected period, with breakdowns by product and channel available to analyze where actions are executed. * **Daily Now Assist actions:** Displays daily counts of actions to identify patterns of engagement over time. * **Average daily unique users:** Shows the average number of distinct users triggering Now Assist actions each day, measuring overall user engagement. * **Daily unique users:** Tracks daily distinct users engaging with Now Assist, helpful for monitoring daily usage fluctuations. * **Skill group distribution and engagement trends:** Interactive charts visualize which skills are most and least used, allowing analysis of demand and potential areas for improvement. * **Daily usage comparison by workflow:** Breaks down daily action counts by workflow, providing insight into where Now Assist is applied across processes. ## Adoption This section highlights how different organizational units are adopting Now Assist: * **Departments with highest usage:** Identifies which departments execute the most Now Assist actions, helping to focus adoption efforts. * **Now Assist actions comparison by user department:** Compares action types and volumes across departments to understand usage patterns. * **Feedback details:** Displays the volume and percentage of user feedback on Now Assist actions, enabling assessment of user satisfaction and areas needing attention. * **Error details:** Reports the number and proportion of Now Assist actions that resulted in errors, aiding in troubleshooting and quality improvement. ## Practical benefits for ServiceNow customers By leveraging the Usage and adoption dashboard, customers can: * Monitor Now Assist engagement trends to optimize skill development and deployment. * Identify high and low adoption areas by department to target training and support. * Track user participation and feedback to enhance user experience. * Detect and address errors promptly to improve Now Assist reliability. * Customize views with filters for date range, channel, and product to analyze specific segments of Now Assist usage. This dashboard empowers organizations to make data-driven decisions to increase Now Assist adoption and maximize its value within their ServiceNow environment. 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. Figure 1. Usage and adoption dashboard page The indicators on the Usage and adoption dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://servicenow-prod.fluidtopics.net/10BIescpPu5ytmjzKnX~gQ "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") 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-and-adoption__ul_ln1_nxr_bdc} ## Usage summary indicators {#usage-and-adoption__section_rtn_ksr_32c} 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 ServiceNow Otto 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 {#usage-and-adoption__section_ojf_lsr_32c} 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