Adoption and business-outcome dashboards for validating success criteria
Key Takeaway
Dashboards alone don't validate success: build them around the agreed key questions, then confirm with end users that you are measuring the right business outcomes.
Adoption and business-outcome dashboards show whether an Agentforce Health implementation meets the success criteria the customer agreed to. Adoption dashboards answer whether people are actually using Salesforce, through usage and data quality metrics. Business-outcome dashboards answer the key business questions the project was meant to solve. Validation checks both the numbers and whether end users think you are measuring the right outcomes.
Start with the key questions
Success metrics start with the key questions that matter to the business. Each question is paired with metrics that answer it. For example, a question about staying engaged with customers pairs with accounts that have no activities in the last 90 days. A question about lead quality pairs with lead conversion rates by source.