---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Analyze sentiments

# Analyze sentiments in ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Make informed decisions on cases based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for Customer Service Management (CSM) application.

## Before you begin

Role required: sn_esm_agent role

## Procedure

1. Navigate to the case or case form in the Core UI or in CSM Configurable Workspace.

{#analyze-sentiments-in-now-assist-for-csm__table_emg_jm5_w2c__entry__2}

| To | Do this |
|-|-|
| Navigate in Core UI | 1. Go to AllCases 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-in-now-assist-for-csm__ol_ykb_qm5_w2c} |
| Navigate in CSM Configurable Workspace | 1. Go to WorkspacesCSM Configurable Workspace 2. Select the List icon ![icon for seeing the list of cases](). 3. Go to CasesOpen The CSM Configurable Workspace list view appears. 4. Select a case.The CSM Configurable Workspace form view appears. 5. 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-in-now-assist-for-csm__ol_tfm_xm5_w2c} |
[ ]

{#analyze-sentiments-in-now-assist-for-csm__table_emg_jm5_w2c}

2. **Optional:** In Core UI or CSM Configurable Workspace list view, you can sort the cases based on the sentiment scale (Very Positive, Positive, Neutral, Negative, or Very Negative) and the sentiment trend.
3. **Optional:** Manually refresh a sentiment.
   1. In the Core UI or in CSM Configurable Workspace, enter a comment in the Additional Comments field.
   2. In the CSM Configurable Workspace 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 ![Refresh overview data icon]() to see the updated sentiment scale (Very Positive, Positive, Neutral, Negative, or Very Negative)and sentiment trend.
   {#analyze-sentiments-in-now-assist-for-csm__substeps_uxp_4l5_w2c}

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