Clarification on Sentiment Analysis availability in ITSM (Now Assist / AI capabilities)

[rachaachour]

Hi Team,

We would like to confirm whether Sentiment Analysis capability is available and supported within our ITSM scope in ServiceNow, or whether it is restricted to CSM / Now Assist licensing.

Specifically, we need clarification on:

• Whether sentiment analysis can be enabled for ITSM records (incidents, comments, work notes)
• Whether this capability requires CSM plugins or is part of platform AI / Now Assist entitlement
• Any licensing or configuration prerequisites
• What i understand that each plugins having its own skills (features) and any company will buy the plugins liscens based on their needs and there is nothing called buying general liscence for Servicenow without identifying which plugins are we looking for .

Please confirm so we can align with our use case and avoid incorrect plugin dependency assumptions.

[GlideFather]

Ahoy @rachaachour,

yes, your thinking is correct, you install a plugin to enable Now Assist as such (Now Assist Core) it is a prerequisite to have it and then plugins per modules - eg. NA for ITSM, NA for CSM, ....... 

So first you need this:

And then the modules:

There are dependencies, so I cannot show you Now Assist for CSM because my available instance doesn't have CSM... so first you need to have the module enabled and then you can activate the Now Assist capabilities within that module.

So on example of ITSM which is installed, these are the AI skills we can manage, for CSM you need to activate the plugin and then activate the AI skill related to CSM. It is not possible to use Now Assist ITSM for CSM Cases...

ITSM:

https://yourinstance.service-now.com/now/now-assist-admin/skill-list/1ebe4cd7a320311079f66bcf26fcda0f

CSM: 

https://yourinstance.service-now.com/now/now-assist-admin/skill-list/959ec8d7a320311079f66bcf26fcda67

Also, I found this article that might be helpful for you: Now Assist for CSM - Sentiment Analysis