--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Analyze sentiments # Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} Release version: Yokohama Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 ## Procedure 1. Navigate to the case in the Core UI or in Agent Workspace for HR Case Management. {#analyze-sentiments-now-assist__table_emg_jm5_w2c__entry__2} | To | Do this | |-|-| | Navigate in Core UI | 1. Go to AllHR Case ManagementAgent 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. {#analyze-sentiments-now-assist__ol_ykb_qm5_w2c} | | Navigate in Agent Workspace for HR Case Management | 1. Go to WorkspacesHR Agent workspace 2. Go to CasesOpen 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. {#analyze-sentiments-now-assist__ol_tfm_xm5_w2c} | [ ] {#analyze-sentiments-now-assist__table_emg_jm5_w2c} 2. **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. 3. **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. {#analyze-sentiments-now-assist__substeps_uxp_4l5_w2c} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/5G_ZpbMWQkJGq6HsZ8Ctqw "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. 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