how to enable sentiment analysis for cases in servicenow

[gangadharne]

how to enable sentiment analysis for cases in servicenow and how to use

[MC30]

Hi @gangadharne ,

Enable Sentiment Analysis for Cases in ServiceNow:

1. Install Plugins:

   • Predictive Intelligence

   • Sentiment Analysis for Case Management

2. Create Sentiment Solution:

   • Go to ML Solutions > Sentiment Solutions

   • New → Set table = sn_customerservice_case, input = description, output = sentiment

   • Train & Activate

3. Use in Case:

   • Sentiment auto-populates (Positive, Negative, Neutral)

   • Use it for routing, prioritization, or reporting

Optional: Use Flow Designer to trigger sentiment on new/updated cases.

If my response helped please mark it correct or Helpful.

Regards,

Madhuri

[gangadharne]

I can not find Sentiment Solutions

[SumanthDosapati]

@gangadharne 

This article should solve your query

https://www.servicenow.com/community/csm-forum/sentiment-analysis-customer-service-management-csm/m-...

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth