What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?