Sentiment analysis icon in workspace form

[Vedavalli]

Hi 
We activated NASK for incident sentiment analysis skill so we're not able to see sentiment on the workspace form is there any way to configure those
we  wanted:

how to configure the emoji and netural

[kaushal_snow]

@Vedavalli ,

You’ll need to make sure your sentiment analysis skill is running so that the sentiment field is populated and assign a field on the Incident (or workspace) form to store the result, then map the sentiment score or category into distinct values such as Positive, Neutral, and Negative, and then design the form UI, so that when the sentiment field equals Positive you show a happy emoji icon, when it equals Neutral you show a neutral face icon, and when it equals Negative you show a sad face icon, effectively giving you the emoji based visual feedback for sentiment directly on the workspace form.........

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[Connectmustaq]

Hi @Vedavalli ,

 

To configure sentiment analysis and emoji display in the ServiceNow workspace for the NASK (Now Assist Skill Kit) Incident Sentiment Analysis skill, here are some key points and steps:

Configuring Sentiment Display in Workspace Forms

• Sentiment fields (like sentiment score or status) are not automatically added to Incident workspace forms. You need to customize the workspace form layout to include these fields.

• Typically, sentiment analysis uses fields such as Sentiment Status, Sentiment Score, or a custom sentiment field mapped by NASK.

• To add these:

  1. Open your workspace form layout (e.g., Agent Workspace or Custom Workspace).

  2. Add the sentiment-related fields from the Incident table or your custom fields related to sentiment.

  3. Configure the field display to show as emoji or color-coded status if supported by the workspace UI framework.​

Emoji and Neutral Sentiment Configuration

• Emojis used to represent sentiment (positive, neutral, negative) can often be configured through the platform's UI policies or by customizing the rendering on the form via UI Builder or Client Scripts.

• Neutral sentiment can be represented by specific emojis or icons configured in your workspace or reports.

• There is no direct out-of-the-box toggle for emoji style, but you can implement this via:

  • Client Scripts or UI Builder widgets to display emoji icons based on sentiment value.

  • Use UTF-8 supported characters or emoji fonts. Note that sometimes emojis might show as question marks if the font or encoding settings are not correct.​

Additional Recommendations

• Ensure NASK skill is correctly linked to your incident form and workspace.

• Use the Sentiment Analysis features available with Now Assist for ITSM or Customer Service Management.

• You may create custom UI Actions or Flow Designer triggers that update sentiment icons or messages based on sentiment scores.​

In summary, enabling incident sentiment display with emojis and neutral sentiment in the workspace involves adding the sentiment fields to the workspace form, potentially customizing how these values render (via UI Builder or Client Scripts), and ensuring proper encoding for emojis. There is no single "emoji configuration" setting but rather customizable display logic in workspace forms.

 

You may find below thread helpful:

• https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

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

 

Please mark the answer as correct and helpful based on the impact!!

 

Kind Regards,

Shaik Mohammed Mustaq

[Ankur Bawiskar]

@Vedavalli 

are you sure you followed all the steps from docs for this?