Analyze sentiments in Now Assist for HR Service Delivery (HRSD)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • HR agents can prioritize cases based on case sentiment.

    Before you begin

    Role required: sn_hr_core.case_writer

    About this task

    Sentiment analysis provides a sentiment of positive, neutral, or negative, sentiment score and sentiment trend

    Procedure

    1. Navigate to the case in the Core UI or in Agent Workspace for HR Case Management.
    To Do this
    Navigate in Core UI
    1. Go to All > HR Case Management > Agent Workspace for HR Case Management

      The case list view appears.

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

    2. Select a case.

      The case form view appears.

    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 Agent Workspace for HR Case Management
    1. Go to Workspaces > HR Agent workspace
    2. Go to Cases > Open
    3. Select a case.
    4. 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 Agent Workspace for HR Case Management 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 Agent Workspace for HR Case Management, enter a comment in the Additional Comments field.
      2. In the Agent Workspace for HR Case Management 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 to see the updated sentiment and sentiment trend.