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IT Manager Reviews IT Service Adoption After Week One
Help an IT manager assess early Agentforce IT Service adoption, find friction, and choose one improvement after the first seven days.
Use Case at a Glance
Persona: An IT manager responsible for employee IT service performance and adoption
Job to be done: Determine whether employees are using the new self-service experience and whether IT is handling the resulting work effectively
Starting point: The IT Service Intelligence Hub in the Agentic IT Service Desk app
Successful outcome: The IT manager identifies one evidence-based action to improve employee adoption, self-service effectiveness, or service delivery in week 2.
This use case turns the first week of activity into a focused adoption review. It doesn't replace the canonical definitions or setup instructions for each dashboard. Instead, it helps the IT manager choose the right dashboard, connect signals across the employee and service journeys, and act on the results.
Start with the First Seven Days
At the end of week 1, the IT manager opens IT Service Intelligence Hub and selects IT Leader. Change the Time Period filter from the default Current Year to Last 7 Days or Current Week. Current Week and Previous Week appear under Calendar Week; Last 7 Days appears under Day. If the filter remains Current Year, week-1 activity is mixed with older data.
IT Leader provides an executive view of service demand and performance. Use it to establish context before examining adoption in detail. On IT Leader, start with incident volume, MTTR (Mean Time to Resolve), SLA Compliance Rate (%), and Total Major Incidents. For employee-agent adoption measures such as total sessions, deflection rate, and escalation rate, open ITSM Requester Agents or Employee Agent Analytics in Agentforce Studio. For the canonical metric definitions and supported filters, see IT Leadership Overview Dashboard for IT Services.
Avoid treating one metric as proof of success. For example, a high session count shows activity, but not whether employees got useful answers. A lower incident count can indicate successful self-service, low awareness, or missing data. Compare related signals before deciding what to change.
Connect Adoption Signals to Decisions
Use the dashboard family to answer a focused set of week-1 questions instead of inspecting every metric.
| Week-1 Question | Signal to Review | Dashboard | Decision It Supports |
|---|---|---|---|
| Are employees trying the experience? | Total sessions and engaged sessions, if shown | ITSM Requester Agents | Continue the launch, improve awareness, or investigate access barriers. |
| Is self-service resolving employee needs? | Deflection rate, escalation rate, and total sessions; incident volume when an incident is created | ITSM Requester Agents or Employee Agent Analytics; Incident Analytics or IT Leader for incident volume | Improve Knowledge, tune an agent action, or clarify when to create an incident. |
| Are employees finding useful Knowledge? | Article views, unique viewers, engagements, objects without Knowledge interactions, and objects closed with Knowledge | Knowledge Analytics | Promote effective articles, update weak content, or fill a known content gap. |
| Is routed work reaching the service team? | On Omni-Channel Analytics, review total work items, accepted work items, declined work items, average wait time, and work volume by channel and status. If the UI shows declined as a percentage, use that label, do not assume it is a count. | Omni-Channel Analytics | Adjust staffing, availability, queue assignment, or routing configuration. |
| Is early demand affecting service quality? | On IT Leader, review incident volume, MTTR (Mean Time to Resolve), SLA Compliance Rate (%), and Total Major Incidents. On Incident Analytics, review incident volume, MTTR, and % SLA Breach. | IT Leader and Incident Analytics | Rebalance service capacity or investigate a launch-related issue. |
For details about Knowledge measures, see Knowledge Analytics Dashboard for IT Services. For routed interaction measures and filters, see Omni-Channel Overall Analysis Dashboard for IT Services. For the complete analytics offering, see Analytics for Agentforce IT Service.
Choose One Week-2 Improvement
The review is successful when it produces a specific action, an owner, and a measure to check again. Choose the smallest change that addresses the clearest signal.
| Week-1 Pattern | Week-2 Action | Measure Again |
|---|---|---|
| Few requester-agent sessions | Confirm that pilot employees have access, then reinforce the supported entry point. | Total sessions and engaged sessions, if shown |
| Sessions increase but deflection remains low | Review the most common employee needs and improve the relevant Knowledge or agent path. | Deflection rate, escalation rate, total sessions, and incident volume when relevant |
| Article views rise but engagement stays low | Review engagement by context and improve the content that supports the pilot use case. | Total engagements, engaged articles, and objects closed with Knowledge |
| Declined work items or wait time rises | Review service-rep availability and routing for the affected channel or queue. | Declined work items or declined percentage, as labeled in the dashboard; average wait time; and work volume by channel and status |
| Incident demand rises and resolution slows | Identify the categories driving demand in Incident Analytics under Distribution by Category, and assign service capacity accordingly. | Incident volume, MTTR (Mean Time to Resolve), and % SLA Breach |
Record the week-1 baseline before making the change. Review the same duration and measures after week 2 so that the team compares like with like. Trends over multiple review periods provide stronger adoption evidence than a single seven-day snapshot.
Confirm That the Data Is Ready
Missing or incomplete dashboard data isn't an adoption result. Before drawing conclusions, ask the admin to confirm that IT Service Intelligence Hub and its dashboards are installed, the IT Services Data Kit and required data streams are active, and the IT manager has dashboard access. See Set Up Agentforce IT Service Analytics Dashboards for the canonical setup procedure.
