--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/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 --- # Sentiment analysis dashboard # Use sentiment analysis dashboard {#ariaid-title1} Release version: Yokohama Updated September 25, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use sentiment analysis dashboard The sentiment analysis dashboard in ServiceNow provides customer service managers with a comprehensive view of customer sentiment across cases and accounts. It enables visualization and interpretation of sentiment trends and root causes, leveraging GenAI-generated insight cards for deeper understanding. This dashboard helps identify sentiment performance across various dimensions such as channels, assignment groups, and regions, supporting more informed decision-making and customer experience improvements. Show full answer Show less ## Key Features * **Entry Point Widget:** Accessible from the CSM/FSM configurable workspace home page, the sentiment snapshot widget previews sentiment trends over time with average daily sentiment scores and links to detailed dashboard views. * **Sentiment Analysis Dashboard Access:** Available via Customer Service \> Now Assist Dashboards \> Sentiment Analysis Dashboard in the Core UI. * **Data Visualizations:** * **Sentiment trend:** Line or bar chart showing average sentiment scores over time. * **Record details:** Distribution of cases from very positive to very negative sentiment. * **Sentiment breakdown:** Sentiment segmented by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, and State, with average scores and total records. * **Chart toggle:** Switch between line and bar charts for visual preferences. * **Time filters:** Filter data by predefined ranges (last 7 days, 30 days, 3 months, 6 months) or custom date ranges. * **GenAI Insight Cards:** Automated insights generated by analyzing case short descriptions and recent comments/work notes to reveal: * Negative sentiment drivers and reasons for negative cases. * Positive sentiment drivers and reasons for positive cases. * Assignment groups with highest negative sentiment. * Sentiment changes pre- and post-case escalation. * Distribution of sentiment by communication channels. These insights include related records lists for further investigation and can be refreshed for the latest data. ## Key Outcomes By using the sentiment analysis dashboard, ServiceNow customers can: * Gain actionable insights into customer sentiment trends to improve service quality. * Identify root causes of negative and positive sentiment efficiently with AI-driven explanations. * Monitor sentiment performance across teams, channels, and regions to optimize resource allocation. * Track sentiment impact of case escalations to evaluate escalation effectiveness. * Leverage a centralized tool managed by customer service managers to drive continuous improvement in customer experience. **Note:** Activation of the sentiment analysis case skill is required for capturing sentiment on new cases. Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards. The sentiment analysis dashboard provides a comprehensive view of customer sentiment across cases and accounts. It includes visualizations, filters, and GenAI-generated insights to help identify sentiment trends, root causes, and performance across channels and assignment groups. ## Entry Point Widget {#use-sentiment-analysis-dashboard__entry-point-widget} The sentiment snapshot widget can be accessed from the CSM/FSM configurable workspace home page. It displays a preview of the dashboard of the sentiment trend over time, using the average sentiment score per day. You can access more detailed information by selecting View dashboard and navigate to the details page. Note: * The sentiment analysis dashboard can only be managed by customer service managers. The sentiment analysis case skill must be activated so that future cases can pick up sentiment. * The entry point in Core UI to access the sentiment analysis dashboard is Customer Service Now Assist DashboardsSentiment Analysis Dashboard. {#use-sentiment-analysis-dashboard__ul_g4n_lll_13c} Figure 1. Sentiment analysis dashboard ## In-depth View Page -- Data Visualizations {#use-sentiment-analysis-dashboard__deepdive-visualizations} {#use-sentiment-analysis-dashboard__deepdive-visualizations__entry__2} | Function | Description | |-|-| | Sentiment trend | Displays the average sentiment score per day over time. | | Record details | Displays the distribution of cases from very positive up to very negative. | | Sentiment breakdown | Displays sentiment breakdown by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State, and also includes average sentiment and total records data. | | Bar Chart | Displays sentiment split across categories in Record details. | | Chart Toggle | Switches between line and bar chart views in Sentiment trend and Record details. | | Time Filters | Supports Last 7 days, Last 30 days, Last 3 months, Last 6 months, and custom range filtering options. | [ ] ## GenAI generated Insight Cards {#use-sentiment-analysis-dashboard__genai-insight-cards} GenAI insights provide explanations for sentiment trends and root causes in different cases. These include: * Negative sentiment drivers: Displays factors that most frequently influence negative customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment. * Positive sentiment drivers: Displays factors that most frequently influence positive customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment. * Top negative assignment groups: Displays agent assignment groups with the highest levels of negative customer sentiment. * Sentiment change after escalation: Displays the comparison of customer sentiment before and after a case escalation. * Number of cases by channel: Displays the distribution of customer sentiment across different communication channels. Note: All five of these insights look into each case's short description and the last 10 days of comments and work notes to generate these insights. You can select Related records to open a new page with a list that shows the corresponding cases referenced in the graph. You can select the refresh icon ![Reload data]() to see the latest update. **Related concepts** * [Exploring ServiceNow Otto for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/o1t993m6Slu0WNg1cQZ9Ig "With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.") *[\>]: and then