[Guide] Fix the AI Case Sentiment Tag for CSM Cases in Service Operations Workspace

[johlee]

Now Assist · ITSM · CSM

How to Get the AI Case Sentiment Tag to Display Correctly in the Service Operations Workspace

A fix for a common AI configuration challenge: getting the LLM-based CSM Case sentiment tag to render correctly when cases are created and displayed inside a customized Service Operations Workspace.

What you'll need

Now Assist for CSM

Installed, with the sentiment analysis case skill activated under Now Assist > Skills > Customer > CSM.

ITSM and CSM Entitlements

Entitlements for Service Operations Workspace (ITSM) and CSM/FSM Workspaces, plus the Now Assist Sentiment Analysis skill.

Framework access

A role with write access to Now Experience Framework and UI Builder.

Know your table

Confirm which case table you're using. For a custom case selector, check the chrome_header UX Page Property.

A test record

A sample case record to use as a test value while building the page.

About the authors

John Lee, AI PMM, ServiceNow — specializes in AI products and helps customers implement AI technologies from requirements to production so they can maximize value from their investments.

Steve Auman, Platform Owner, ServiceNow Customer — acts as solutions consultant, developer, project manager, and administrator for ServiceNow at his company. This requirement came from employees wanting a single UI for the case-to-problem escalation path.

Context

Some organizations with tightly integrated Customer Service and Engineering departments customize the Service Operations Workspace (SOW) UI so CSM cases can be created and rendered there. The goal: all employees work in the same workspace for cases, incidents, and problems, giving a more streamlined, unified view of records and less switching between workspaces for users who wear multiple hats.

This typically looks like adding an option to create a new case when the "+" is selected in SOW.

The SOW UI customization typically looks like this.

The challenge

Because this is a UI customization, when a CSM case is created and rendered in SOW, the LLM-based AI Sentiment Tag either doesn't show up, or SOW renders the older ML-powered Sentiment Tag variant without deeper LLM insights.

What shows up

No AI Sentiment Tag appears.

The AI Sentiment Tag appears, but it's the ML-powered variant, not the LLM-based AI Sentiment Tag with tool tip and deeper insights.

What we want

LLM-based AI Sentiment Tag with an interactive tool tip and deeper sentiment insights.

The fix

Phase 1: Confirm the LLM-based sentiment tag is working somewhere first

Before touching SOW, make sure the sentiment tag renders correctly on a CSM Case in the plain CSM/FSM Configurable Workspace. If it doesn't show up there either, this is likely a Now Assist setup issue.

Go to Now Assist Admin > Skills > Customer > CSM and activate the sentiment analysis case skill, then open a case and confirm the tag appears.

Watch for this: if you see two different sentiment indicators on the same case, one is the LLM-powered Sentiment Analysis tag and the other is the ML Task Intelligence Sentiment tag.

To only display the LLM-powered Sentiment Analysis tag for cases, go to Task Intelligence for Customer Service > Setup, open the predict case sentiment model, and deactivate it (or remove all case types under "Define the purpose").

Once you've confirmed the LLM-based Sentiment Analysis tag renders correctly for CSM cases, continue on.

Phase 2: Build a UI Builder page variant for cases in SOW

1. Navigate to Now Experience Framework > UI Builder.
   
2. Search for and open the Service Operations Workspace experience.
   
3. Click the + near Pages to add a new page. By default, SOW doesn't have a page variant that knows how to correctly render a case record.
4. Create a new page.
   
5. Select the CSM default record page.
   
6. Name the page something that makes it obvious what it's for later — for example, "CSM Default Record for Service Operations Workspace."
   
7. Leave the required and optional parameters as they are and continue.
   
8. Add a condition so this page variant only opens for cases. Point the condition at the case table your fulfillers will use — whether that's the default sn_customerservice_case table or your custom case table.
   
9. Once you complete this initial setup, you'll be sent to the UI Builder experience. It should display how the CSM default case UI would render in SOW.
10. Click Test values on the top left, add your table, pick a real case record using the search icon, then click Apply. You should now see the case rendering inside the builder.
    
    
11. Confirm the sentiment tag — the UXC Sentiment Analysis 1 component — is visible and populated for your test record. This is the UI component needed to properly render the LLM-based Sentiment Analysis tag.
    
12. Save and deploy the page.

Phase 3: Turn off the old page

If a previous custom page for cases already existed in SOW, disable and retire it once your new page is live. If you're using a heavily customized case UI, follow the steps above and rebuild the page using the UXC Sentiment Analysis 1 component.

Troubleshooting

• If the sentiment component isn't available in the component list when you try to add it directly, build from a copy of the CSM case record default UI page as a workaround.
• If none of this resolves the issue and your instance has a higher degree of UI customization and custom tables, file a support ticket for more help.