Use Sentiment Analysis with Workflow Studio

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Create a flow to upgrade the assignment group of an incident if the user has a negative sentiment in the short description.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > Process Automation > Flow Designer.
    2. Select New > Flow.
    3. Enter the name of the flow, such as Change assignment group if negative sentiment.
    4. Select Submit.
    5. Select Add a trigger.
    6. Select Record > Created to update a new record.
    7. Select the table that the flow should run on.
      For this example, select the Incident (incident) table.
    8. Select Done.
    9. Under Actions, select Add an Action, Flow Logic, or Subflow and then select Action to open the Actions panel.
    10. In the action selector, search for the Generative AI Controller > Sentiment Analysis action and select it.
    11. Drag a data pill from the Data panel or select the data pill picker icon.
      In this case, drag the Trigger > Incident Record > Short description. Short description added to the utterance field.
    12. Select Done.
      Complete sentiment analysis utterance
    13. Add an action by selecting Add an Action, Flow Logic, or Subflow.
    14. Select Flow Logic > If.
    15. Give the Condition label a name, such as Negative sentiment.
    16. For the Condition field, drag a data pill or select the data pill picker icon to search for the correct condition.
      In this case, drag the Sentiment Analysis > response. Short description field added.
    17. Select contains the value Negative.
      Hinweis:
      Capitalization matters. This flow won't work if the value is set to negative.
      Completed condition for If logic statement.
    18. Search for Update Record and select the action.
    19. Drag the Trigger > Case Record data pill into the Record field or select the icon to search.

      The Table field is filled in automatically based on the Trigger record.

    20. Select Add field value and search for the fields that you want to update.
      In this example, select Assignment group.
    21. Select which value you would like to set the field to.

      The field value depends on your use case. In this example, the value is set to Service Desk.

      Update record action filled in with Sentiment Analysis response setting assignment group to Service Desk.
    22. Select Done.
    23. Save the flow by selecting Save.

    Nächste Maßnahme

    After you've saved the flow, you must activate the flow to migrate it to production or test it further.