---
sourceDocument: Yokohama Impact
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/impact

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Review CSM artifacts

# Review CSM artifacts {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.

## Performance/Platform analytics {#dc-csm-install-artifacts__section_shm_qpd_tdc}

The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups.
{#dc-csm-install-artifacts__table_hq1_2pv_sdc__entry__2}

| Artifact type | Description |
|-|-|
| Indicator Source | Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube. |
| Automated Indicator | Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation. |
| Manual Indicator | Metric for which there is no data set within the platform. Requires you to manually add a data point. |
| Formula Indicator | A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation. |
| Data Collection Jobs | Schedule on which the automated data collection will run. |
| Widgets | Configuration for the UI visualization of an indicator. |
| Dashboard | Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values. |
[Table 1. Performance/Platform Analytics artifact types]

{#dc-csm-install-artifacts__table_hq1_2pv_sdc}

## Artifacts by type {#dc-csm-install-artifacts__section_x2g_zqv_sdc}

The app contains the following artifacts for each of the above-specified artifact types.  
Note:  
The frequencies of all applicable indicators and indicator sources have been changed to monthly from quarterly. If this is not the first time using this content pack, you should run a baseline historical job (data collection job) to capture applicable historical data. The historical data will be visualized in a future enhancement of the dashboard. {#dc-csm-install-artifacts__table_eg4_1rv_sdc__entry__2}

| Artifact type | Name |
|-|-|
| Automated | Impact VM - # of cases not resolved within SLAs |
| Automated | Impact VM - # of customer cases |
| Formula | Impact VM - % of cases not resolved within SLAs |
| Automated | Impact VM - # of closed customer cases |
| Automated | Impact VM - # of customer cases that resulted in an upsell |
| Formula | Impact VM - % of customer cases that result in an upsell |
| Automated | Impact VM - # of survey responses |
| Automated | Impact VM - # of survey responses with a low overall service rating |
| Formula | Impact VM - % of surveyed customers that report an unfavorable support experience |
| Automated | Impact VM - Avg. cumulative processing effort required per request case (hrs) |
| Automated | Impact VM - # of T1 customer support cases closed |
| Automated | Impact VM - # of T1 customer support agent |
| Formula | Impact VM - # of T1 customer support cases closed : # of T1 customer support agent |
| Automated | Impact VM - # of T2+ customer support cases closed |
| Automated | Impact VM - # of T2+ customer support agents |
| Formula | Impact VM - # of T2+ customer support cases closed: # of T2+ customer support agents |
| Data Collection Job | Impact VM - Monthly Data Collection |
| Widget | % of cases not resolved within SLAs |
| Widget | # of interactions handled by an agent that don't have related case |
| Widget | # of revenue generating customer requests |
| Widget | # of T1 customer support cases closed |
| Widget | # of T1 customer support cases closed : # of T1 customer support agents |
| Widget | # of T2+ customer support cases closed |
| Widget | # of T2+ customer support cases closed: # of T2+ customer support agents |
| Widget | % of customer cases that result in an upsell |
| Widget | % of surveyed customers that report an unfavorable support experience |
| Widget | Avg. cumulative processing effort required per request case (hrs) |
| Dashboard | Impact VM - CSM |
| Group Type | Tier 1 |
| Group Type | Tier 2+ |
[Table 2. Artifacts by type]

{#dc-csm-install-artifacts__table_eg4_1rv_sdc}