Analyze sentiments in Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated April 1, 2025
  • 1 minute to read

    • Make informed decisions on cases based on requester's sentiment and the reasoning behind it in the Now Assist for Customer Service Management (CSM) application.

    Before you begin

    Role required: sn_esm_agent role

    Procedure

    1. Navigate to the case or case form in the Core UI or in CSM Configurable Workspace.
    To Do this
    Navigate in Core UI
    1. Go to All > Cases

      The case list view appears.

      Sentiment analysis Core UI list view

      You can analyze the Sentiment and Sentiment trend for the case list.

    2. Select a case.

      The case form view appears.

      Sentiment analysis Core UI form view that displays the reasons for the sentiment
    3. In the Sentiment field, select the information icon icon for seeing information about sentiment when you click to see the reasons for the sentiment.
    Navigate in CSM Configurable Workspace
    1. Go to Workspaces > CSM Configurable Workspace
    2. Select the List icon icon for seeing the list of cases.
    3. Go to Cases > Open

      The CSM Configurable Workspace list view appears.

      Sentiment analysis case list view
    4. Select a case.

      The CSM Configurable Workspace form view appears.

      Sentiment analysis case form view that displays the reasons for the sentiment
    5. Select the information icon The information icon provides an explanation for why a particular sentiment has been assigned to see the reasons for the sentiment.
    1. Optional: In Core UI or CSM Configurable Workspace list view, you can sort the cases based on the sentiment and the sentiment trend.
    2. Optional: Manually refresh a sentiment.
      1. In the Core UI or in CSM Configurable Workspace, enter a comment in the Additional Comments field.
      2. In the CSM Configurable Workspace interface, a red dot appears on the information icon The information icon provides an explanation for why a particular sentiment has been assigned next to the sentiment.
      3. Select the information icon The information icon provides an explanation for why a particular sentiment has been assigned and then select the refresh icon Refresh overview data icon to see the updated sentiment and sentiment trend.