--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform Release : - australia ft:locale : - de-DE ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Sentiment analysis for surveys # Sentiment analysis for surveys {#ariaid-title1} * Freigeben Version: Australia * * Aktualisiert 12. März 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer You can use sentiment analysis to determine whether user responses for a survey are considered positive, negative, or neutral. Activate the Sentiment Analysis (com.snc.sentiment_analysis) plugin. For a survey, you can select questions that should be used for analysis. The survey responses of these questions are sent to the thirdparty platforms for analysis through the specified connector configurations. Hinweis: You can only use string type questions for sentiment analysis. The sentiment analysis results are displayed under SurveyQuestion Sentiment Results. The sentiment label is based on the normalized score:{#sentiment-analysis__table_c3v_xxv_12b__entry__2} | Normalized score | Sentiment label | |-|-| | -1 to 0 | Negative | | 0 | Neutral | | 0 to 1 | Positive | [Tabelle : 1. Sentiment label] {#sentiment-analysis__table_c3v_xxv_12b} ## API Version and Score Calculation Currently, this plugin uses the MSAzure text analytics API (v2), which is now deprecated. To ensure continued functionality and compatibility, we are migrating to the newer v3 API. v2 API response format: { "documents": [ { "id": "1", "score": 0.14829033613204956 } ], "errors": [] } v3 API response format: { "documents": [ { "id": "1", "sentiment": "negative", "confidenceScores": { "positive": 0.02, "neutral": 0.0, "negative": 0.97 }, "sentences": [ { "sentiment": "negative", "confidenceScores": { "positive": 0.02, "neutral": 0.0, "negative": 0.97 }, "offset": 0, "length": 44, "text": "I love this hotel, but the service was slow." } ], "warnings": [] } ], "errors": [], "modelVersion": "2025-01-01" } Score Calculation for v3 API Since the v3 API response format provides confidence scores instead of a single score, the normalized score is calculated using the following formula: `score = (1 × positive) + (0.5 × neutral) + (0.01 × negative)` This formula ensures: * Positive confidence pushes the score toward 1 * Neutral confidence centers the score around 0.5 * Negative confidence slightly pulls the score toward 0, with minimal weight (0.01) to account for negative sentiment {#sentiment-analysis__ul_u3s_fc1_thc} Since the three confidence scores always sum to 1, this formula generates a consistent value in the range of -1 to 1, representing the full mix of sentiment information from the Azure API. * **[Configure a sentiment connector](https://servicenow-prod.fluidtopics.net/qVKZ1N3OXTN1idDfXidhpw)** Specify the service URL and other configuration information for third party APIs that are used for sentiment analysis. * **[Sentiment analysis property](https://servicenow-prod.fluidtopics.net/vbHcLceOTacox6a~KtMPpA)** You can use the sentiment analysis property to customize the Sentiment Analysis module. * **[Sentiment analysis results](https://servicenow-prod.fluidtopics.net/rZS9D9tE04aKRR6XTsDmGQ)** The sentiment analysis results view contains a bar chart that displays the percentage of positive, negative, and neutral results, along with the instance count for each category. **Zugehörige Konzepte** * [Survey designer](https://servicenow-prod.fluidtopics.net/JTC5ytEz11f9dVmQLE~9xg "Users with the survey_admin role can use the survey designer. The survey designer lets you create survey categories and questions, configure the details, and publish the survey to specific users or groups.") * [Survey users and groups](https://servicenow-prod.fluidtopics.net/5HFaDFh0ttgsJmUo7YkbmQ "Survey users and survey user groups help survey administrators control who can take a survey.") * [Survey definitions](https://servicenow-prod.fluidtopics.net/HMS5kHUvBL9qSnv3u6S2kQ "A survey definition is the root record upon which a survey is built.") * [Survey questions](https://servicenow-prod.fluidtopics.net/VAq4ppM9iLa0uKK6cyuYsw "Survey questions appear on survey questionnaires for the associated survey definition.") * [Survey trigger conditions](https://servicenow-prod.fluidtopics.net/dtF46gcd8iGVa~2r1Fjriw "Trigger conditions specify when to send a particular survey and the persons to send it to.") * [Survey distribution](https://servicenow-prod.fluidtopics.net/JEkP248j7KZNQZ0E2LxrRA "There are several ways for survey administrators to distribute surveys to users.") * [Outlook Actionable Messages](https://servicenow-prod.fluidtopics.net/vnCRIIhf16fQsImyEfGmJg "Outlook actionable messages plugin enables users to respond to the survey from within the Microsoft Outlook application.") * [Surveys in Service Portal and the Now Mobile app](https://servicenow-prod.fluidtopics.net/hiwmuMSm_mbGVOzxY6_Abg "If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view surveys in Service Portal. Service Portal also supports surveys for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page.") * [Surveys in ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/vGnOYht5Hk4DNKeHzkS5Xg "You can use surveys in ITSM Virtual Agent to collect survey responses from users through conversational questionnaires (pre-chat and post-chat surveys) in the chat client.") * [Legacy survey migration](https://servicenow-prod.fluidtopics.net/qhW8IcnH_gBqjkq7C1fQUw "Users with the survey_admin role can migrate legacy survey data to create copies of legacy surveys and their related records in assessment tables. The Survey Management application, which is built on the assessment engine, is available as an alternative to legacy surveys.") **Zugehörige Tasks** * [View survey reports](https://servicenow-prod.fluidtopics.net/K7_hlpb4ibOEbTYTH~F_Tw "Use the Survey Overview dashboard to view various survey reports, such as Surveys by Metric Type and State.") * [View a survey instance](https://servicenow-prod.fluidtopics.net/kZ0B2yFGPyWBscaGqevVjA "A survey instance represents one questionnaire assigned to one user. You view an instance to verify that survey instances were created, to check the state of a survey instance, or to reassign a survey instance.") * [Copy a survey](https://servicenow-prod.fluidtopics.net/0ufNZ_FJuiPwFqZZtzwW3Q "Create a copy of a survey with at least one category to reduce the effort of creating another survey with similar data.") * [Publish a survey](https://servicenow-prod.fluidtopics.net/MXVckIM4qQsYVKnnVuodag "You must publish a survey to enable people to receive and complete survey instances.") * [Customize the appearance of a survey](https://servicenow-prod.fluidtopics.net/TaeG9PFHJdmGQ9i1me2HOw "As an assessment and survey administrator, set properties to customize the color of various elements on the questionnaires.") * [Create a survey designer template question](https://servicenow-prod.fluidtopics.net/7irM1dLv2erN1ayhw8aY6Q "You can create a question that uses choice lists from a template.")