Configure sentiment analysis case

Yokohama Customer Service Management

Release

yokohama

ft:locale

en-US

ft:publication_title

Yokohama Customer Service Management

ft:clusterId

csm

bundleId

csm

workflow

Customer and Industry

Configure sentiment analysis case

Release version: Yokohama

Updated June 10, 2025

2 minutes to read

Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.

Role required: admin

Sentiment analysis is generated from the information that you enter in the following fields:

Any modifications to the names or labels of these fields can result in issues with sentiment analysis.

The Sentiment Reasoning field in the record provides details on which factors were considered for reasoning. This includes:

Navigate to Admin > Now Assist Admin > Skills.
Select the Customer workflow, and CSM as the product.
Activate Skill for the Sentiment Analysis Case skill.
Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
Select Define Trigger and edit the job schedule period to configure how often the skill will be implemented.
Select General details and edit name and description of the skill.
Additional information regarding details of the skill are displayed, but cannot be edited.

Select Choose Input and review the tables and fields to create prompts that determines where data is pulled from.

Note:

You cannot modify the input data source.

Table 1. Table 1: Inputs for the sentiment analysis skill
Input	Description
Input table	Case [sn_customerservice_case]
Input fields	Description Short Description State Priority Additional Comments

Select Role attribution

Note:

You cannot modify the input data source.

Table 2. Table 2: Inputs for the sentiment analysis skill
Input	Description
Input table	Case [sn_customerservice_case]
Requestor fields	Consumer Contact Created by Opened by

Select Define Availability to customize how and when the skill capability is active and accessible.
- Select Skill is always available so no restrictions are placed on when a skill is available.
- Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
Select Enable dashboard to see sentiment analysis across cases.
Select Define access to determine who can access this skill.
By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
Default and Custom Roles:
- If no changes are made, the default role sn_esm_agent will automatically appear in Define Access and Select Display.
- If custom roles were added before the upgrade, they’ll be updated automatically by a script.
- If new roles are created after the upgrade, you’ll need to manually add them in both the Define Access and Select Display.
  Note:
  In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
Toggle Display to determine if chat recommendation appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
After selecting Review and Activate to examine changes, select Done to close the Sentiment Analysis generation settings.
Select Activate to turn on the skill for agents and complete the configuration.