Configure Sentiment Analysis

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Configure Sentiment Analysis

    Sentiment Analysis in ServiceNow's Customer Service Management (CSM) uses machine learning to predict and track customer sentiment in cases. This feature helps you understand customer emotions by analyzing case text and displaying sentiment trends over time. To enable it, you activate specific plugins, configure case list and form layouts, and deploy a sentiment model using the Task Intelligence Admin Console.

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    Key Features

    • Plugin Activation: Activate the Task Intelligence for Customer Service application (com.snc.csmmltask), which includes sentiment analysis and automatically enables related plugins such as Predictive Intelligence and Language Detection.
    • Sentiment Fields: Three key fields are added to Cases to display sentiment data:
      • Original sentiment: Sentiment predicted when the case is created (Positive, Neutral, Negative).
      • Current sentiment: Most recent sentiment prediction, updated as the case progresses.
      • Sentiment over time: Trend indicator showing whether sentiment is Improving, Neutral, or Declining based on multiple predictions.
    • Interface Configuration: You can add these sentiment fields to the Case list views and Case form headers in three interfaces:
      • CSM Configurable Workspace
      • CSM Agent Workspace
      • Core UI Platform interface
    • Model Deployment: Use the Task Intelligence Admin Console to create and deploy sentiment prediction models for cases.

    Configuration Steps

    • Enable Predictive Intelligence: Ensure your instance supports Predictive Intelligence as the AI framework.
    • Activate Required Plugins: Activate the Task Intelligence for Customer Service app, which includes sentiment analysis capabilities.
    • Add Sentiment Fields to Interfaces:
      • For CSM Agent Workspace, configure the Case list and form header via sysawlist.list and UX Form Header settings.
      • For CSM Configurable Workspace, configure the Case list and form header via sysuxlist.list and UX Form Header settings, adding the appropriate header configuration.
      • For Core UI, configure sentiment fields on the Case list and form using standard list and form layout configuration options.
    • Deploy Sentiment Model: Use the Task Intelligence Admin Console to create and deploy the sentiment analysis model for cases.

    Why It Matters

    Sentiment Analysis enhances customer service by providing real-time insight into customer emotions during case resolution. This helps agents prioritize and tailor responses, improving customer satisfaction and operational efficiency.

    What to Expect

    • Automated sentiment predictions when cases are created and updated.
    • Visibility into sentiment trends over time, enabling proactive management of customer interactions.
    • Consistent sentiment data displayed across multiple ServiceNow interfaces for seamless agent experience.

    Activate the required plugin, enable the sentiment analysis property, and assign roles to use the sentiment analysis feature.

    Follow the steps in the table below to configure the sentiment analysis property for cases.
    Table 1. Sentiment analysis configuration steps
    Step Description
    Ensure that your instance is set up for Predictive Intelligence (PI).

    Predictive Intelligence is a ServiceNow platform feature that provides a layer of artificial intelligence, which serves as a framework for machine learning models. For more information, see Predictive Intelligence.
    Activate the Task Intelligence for Customer Service application (com.snc.csm_ml_task).

    The Task Intelligence for Customer Service application enables customers to leverage machine learning algorithms in Customer Service Management. The sentiment analysis feature is included with this application.

    This application automatically activates the following plugins:
    • Predictive Intelligence for Customer Service Management (com.snc.csm_ml)
    • Customer Service (com.sn_customerservice)
    • Skills Management (com.snc.skills_management)
    • Dynamic Translation (com.glide.dynamic_translation)
    • ServiceNow Language Detection Service Spoke (com.glide.language_detection_spoke)
    • Predictive Intelligence - Task Intelligence (com.glide.platform_ml_task)
    • Admin Center for Task Intelligence (com.sn_ti_admin)
    Configure the Case list and Case form to display the sentiment analysis fields.
    The sentiment analysis feature adds the following fields:
    • Original sentiment
    • Current sentiment
    • Sentiment over time
    Configure these fields for each of the following interfaces as needed:
    • CSM Configurable Workspace
    • CSM Agent Workspace
    • Core UI Platform interface
    Use the Task Intelligence Admin Console to create and deploy a sentiment model. See Create a model to predict case sentiment.

    Configure sentiment analysis fields

    The sentiment analysis feature uses the following fields to display sentiment prediction information on Cases list and Case form:
    • Original sentiment
    • Current sentiment
    • Sentiment over time
    Add the sentiment fields to Case list views and to the Case form for CSM Configurable Workspace, CSM Agent Workspace, and Core UI.
    • In CSM Configurable Workspace, these fields appear as secondary values in the configurable form header. You can configure secondary values to display either below the primary value at the top of the form or in the Record Information tab in the contextual side panel. (For more information, see Display the form ribbon and form header secondary values in the Contextual side panel.)
    • In CSM Agent Workspace, these fields appear in the Case form header.
    • In Core UI, these fields appear on the Case form.
    Table 2. Sentiment analysis fields
    Field Description
    Original sentiment The sentiment that is predicted when a case is created. The values for this field include:
    • Positive
    • Neutral
    • Negative
    Current sentiment The most recent sentiment prediction for the case. This prediction is assessed when a case is created and updated. The values for this field include:
    • Positive
    • Neutral
    • Negative

    When a case is created, the Original sentiment and Current sentiment are assigned the same value.

    When a case is updated, the Original sentiment remains the same and the Current sentiment is updated with the most recent prediction.
    Sentiment over time
    A trend indicator that reflects the change in sentiment as a case is updated. The values for this field include:
    • Improving
    • Neutral
    • Declining

    This field requires a minimum of two sentiment predictions in order to calculate a value.

    Configure sentiment fields for CSM Agent Workspace

    To add the sentiment fields to the Case list:
    1. Enter sys_aw_list.list in the application navigator and press Enter.
    2. Click All from the Case [sn_customerservice_case] table.
    3. Click the lock icon next to the Columns field.
    4. Select and move the sentiment fields from the Available column to the Selected column.
    5. Click the lock icon again.
    6. Click Update.
    To add the sentiment fields to the Case form header:
    1. Select CSM Workspace as the application scope.
    2. Navigate to All > Now Experience Framework > Configuration Settings > UX Form Header.
    3. In the Table column of the Form Headers list, select sn_customerservice_case.

      If adding sentiment fields for a case type, select the case type table that extends the Case table.

    4. Click New in the Secondary Values related list.
    5. Select the desired sentiment field in Field field and click Submit.
    6. Repeat step 5 for the remaining sentiment fields.
    7. Click Update on the Form Header form.

    Configure sentiment fields for CSM Configurable Workspace

    To add the sentiment fields to the Case list:
    1. Enter sys_ux_list.list in the application navigator and press Enter.
    2. Click All from the Case [sn_customerservice_case] table.
    3. Click the lock icon next to the Columns field.

      If adding sentiment fields for a case type, select the case type table that extends the Case table.

    4. Select and move the sentiment fields from the Available column to the Selected column.
    5. Click the lock icon again.
    6. Click Update.
    To add the sentiment fields to the Case form header:
    1. Select CSM Workspace as the application scope.
    2. Navigate to All > Now Experience Framework > Configuration Settings > UX Form Header.
    3. In the Table column of the Form Headers list, select sn_customerservice_case.
    4. Click New in the Secondary Values related list.
    5. Select the desired sentiment field in Field field and click Submit.
    6. Repeat step 5 for the remaining sentiment fields.
    7. In the UX header Configurations list, click Edit.
    8. In the Collection field, add CSM/FSM Configurable Workspace Header Config.
    9. Click Update on the Form Header form.

    Configure sentiment fields for Core UI

    To add the sentiment fields to the Case list:
    1. Navigate to Customer Service > Cases > All.
    2. Right-click the list header and select the desired list view.
    3. Right-click any column heading and select Configure > List Layout.
    4. Select and move the fields from the Available column to the Selected column.
    5. Click Save.
    To add the sentiment fields to the Case form:
    1. Navigate to Customer Service > Cases > All.
    2. Open a case.
    3. Right-click the form header and select Configure > Form Layout.
    4. Select and move the fields from the Available column to the Selected column.
    5. Click Save.