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

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Make informed decisions on cases and email interactions 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_customerservice_agent and sn_customerservice.consumer_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 select 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. Navigate to the interaction or interaction form in Core UI or in CSM Configurable Workspace.
    To Do this
    Navigate in Core UI
    1. Go to All > Interaction
      The interactions list view appears.
      • Remove the default My Interactions filter to see all interactions
      • Apply filter for Email interaction type to view interactions with sentiment analysis
      Interactions list view filtered to Email type, displaying sentiment analysis columns including Sentiment and Sentiment Trend.

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

      Important:
      By default, sentiment and sentiment trend values aren't displayed in the list view, even when the skill is enabled. You must manually personalize the list view to add these columns. To add sentiment columns do the following:
      1. Navigate to the desired list page, for example, case list.
      2. Right-click the column header and select List Layout.
      3. Search for Sentiment[+], expand it, and move Sentiment and Sentiment Trend to the Selected list.
      4. Select Save.The sentiment columns now appear in the list view.
    2. Select an interaction.

      The interaction form view appears.

      Interaction form for an email record in New state, showing a Positive sentiment and Improving sentiment trend.
    3. In the Sentiment field, select the information icon icon for seeing more details about sentiment. to see the reasons for the sentiment.
      Important:
      By default, sentiment and sentiment trend values aren't displayed in the form view, even when the skill is enabled. You must manually personalize the form view to add these columns. To add sentiment columns do the following:
      1. Open an interaction record.
      2. Select and hold the form header and select Configure > Form Layout.
        Tip:
        You must select and hold the list header and select Configure > Form Layout > ..
      3. In the form layout editor, locate the Sentiment section.
      4. Expand Sentiment(sn_ai_sentiment)+.
      5. Select and drag the fields you want to display on the form:
        • Sentiment (current sentiment state)
        • Sentiment Score
        • Sentiment Trend (declining, improving, stable)
        • Sentiment Reasoning
      6. Position the fields in your desired location on the form.
      7. Save the form layout.
    Navigate in CSM Configurable Workspace
    1. Go to Workspaces > CSM Configurable Workspace
    2. Select the List icon icon for seeing the list of interactions.
    3. Go to Interactions > My interactions

      The CSM Configurable Workspace list view for interactions appears.

      CSM Configurable Workspace showing the interactions- My Interactions list view with a positive sentiment and improving sentiment trend,
    4. Select an interaction.

      The CSM Configurable Workspace form view appears.

      CSM Configurable Workspace form view for an interaction,showing a Closed Complete chat with a negative sentiment badge
    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.
      Important:
      By default, sentiment and sentiment trend values aren't displayed in the list view, even when the skill is enabled. You must manually personalize the list view to add these columns. To add sentiment columns do the following:
      1. Select the list personalization icon.
      2. Navigate to Sentiment.
      3. Expand Sentiment(sn_ai_sentiment)+.
      4. Select the fields to display:
        • Sentiment (current sentiment state)
        • Sentiment Score
        • Sentiment Trend (declining, improving, stable)
        • Sentiment Reasoning
      5. Save the personalized view.
    1. Optional: In Core UI or CSM Configurable Workspace list view, you can sort the cases and interactions based on the sentiment scale (Very Positive, Positive, Neutral, Negative, or Very Negative) 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 iconThe 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 Refreshes content to see the updated sentiment scale (Very Positive, Positive, Neutral, Negative, or Very Negative)and sentiment trend.