---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Analyze sentiments

# Analyze sentiments in Now Assist for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Xanadu
* 
* Updated April 1, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Make informed decisions on cases 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_esm_agent role

## Procedure

1. Navigate to the case or case form in the Core UI or in CSM Configurable Workspace.

{#analyze-sentiments-in-now-assist-for-csm__table_emg_jm5_w2c__entry__2}

| To | Do this |
|-|-|
| Navigate in Core UI | 1. Go to AllCases 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. {#analyze-sentiments-in-now-assist-for-csm__ol_ykb_qm5_w2c} |
| Navigate in CSM Configurable Workspace | 1. Go to WorkspacesCSM Configurable Workspace 2. Select the List icon . 3. Go to CasesOpen The CSM Configurable Workspace list view appears. 4. Select a case.The CSM Configurable Workspace form view appears. 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. {#analyze-sentiments-in-now-assist-for-csm__ol_tfm_xm5_w2c} |
[ ]

{#analyze-sentiments-in-now-assist-for-csm__table_emg_jm5_w2c}

2. **Optional:** In Core UI or CSM Configurable Workspace list view, you can sort the cases based on the sentiment and the sentiment trend.
3. **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 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 ![Refresh overview data icon]() to see the updated sentiment and sentiment trend.
   {#analyze-sentiments-in-now-assist-for-csm__substeps_uxp_4l5_w2c}

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