---
sourceDocument: Brazil Build or modify applications
sourceDocumentLink: https://www.servicenow.com/docs/r/application-development

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Build or modify applications

ft:clusterId :

    - cadev

bundleId :

    - cadev

workflow :

    - Development, Data, and Analytics


---

# Touchpoint analysis

# Touchpoint analysis {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Touchpoint analysis studies specific record updates within a process to identify areas of high interaction. This enables process optimization by surfacing opportunities for automation, ultimately improving performance and
lowering operational costs.

Touchpoint analysis is calculated after considering "Audit" updates from non-excluded users and it focusses on the specified activity definitions.

To enable touchpoint analysis for a project, set it in the process configuration for the table. For more information about setting touchpoint analysis in process configuration, see [Configure impact metrics](https://www.servicenow.com/docs/lLwIKljHCrdSXmerVsu9FQ "Configure the Key Performance Indicators (KPIs) for this process.").

To set touchpoint metrics in a project, see [Set metrics](https://www.servicenow.com/docs/wjW~WgjSuepCTp8pbQZ8ng "Set the metrics to evaluate the process better and improve the process efficiency.").

To know more about how to view touchpoints from the process map, see the entry for Touchpoint analysis under the Process map section in [Analyst workbench page](https://www.servicenow.com/docs/iYDnUPXq_qK6RbcqkYhxUw "View the visualized process map with tools for managing visualizations and performing analysis tasks from a project's page.").