--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Use sentiment analysis dashboard # Use sentiment analysis dashboard {#ariaid-title1} Release version: Australia Updated September 25, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use sentiment analysis dashboard The sentiment analysis dashboard enables ServiceNow customers to visualize and interpret customer sentiment across cases using comprehensive visualizations, filters, and GenAI-generated insight cards. It provides a broad view of sentiment trends, root causes, and performance metrics segmented by channels, assignment groups, and other categories. This tool helps customer service managers monitor customer sentiment effectively and identify areas requiring attention. Show full answer Show less ## Access and Entry Points * The sentiment snapshot widget is available in the Customer Service Management (CSM) Configurable Workspace and Workforce Optimization home page, offering a quick preview of sentiment trends over time. * For detailed insights, users can select "View dashboard" to access the full sentiment analysis dashboard via Core UI under Customer Service \> Now Assist Dashboards \> Sentiment Analysis Dashboard. * Management and configuration of the dashboard are restricted to customer service managers. * Activation of the sentiment analysis case skill is required so that incoming cases can have sentiment analyzed. ## Key Features * **Sentiment Trend Visualization:** Displays average sentiment scores per day over selectable time ranges (7 days, 30 days, 3 months, 6 months, or custom). * **Record Details:** Shows distribution of cases from very positive to very negative sentiment. * **Sentiment Breakdown:** Provides sentiment data segmented by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, and State, including averages and total record counts. * **Bar and Line Chart Toggle:** Allows switching between chart types for sentiment trend and record details views. * **GenAI-Generated Insight Cards:** Offers AI-driven explanations for sentiment trends and root causes based on case short descriptions and recent comments/work notes. Insight types include: * **Sentiment Drivers:** Identifies factors frequently influencing negative sentiment. * **Impact Explorer:** Highlights groups most impacted by high volumes of records within top trends. * **Sentiment Change After Escalation:** Compares customer sentiment before and after case escalations. * **Interactive Features:** Users can select related records to view associated cases referenced in insights and refresh the insights or clear all filters to reset to default. * **AI Alerts and Theme:** The dashboard features an AI tagline alert with a gradient color theme indicating it is generated by ServiceNow Otto. This alert can be dismissed by the user. ## Practical Benefits for ServiceNow Customers By using this dashboard, customer service managers can proactively monitor customer sentiment trends, identify root causes of negative sentiment, and understand performance across different organizational segments. The GenAI insights simplify the analysis of complex data, enabling faster, data-driven decisions to improve customer satisfaction and case resolution effectiveness. Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards. The sentiment analysis dashboard provides a comprehensive view of customer sentiment across cases and accounts. It includes visualizations, filters, and GenAI-generated insights to help identify sentiment trends, root causes, and performance across channels and assignment groups. ## Entry Point Widget {#use-sentiment-analysis-dashboard__entry-point-widget} The sentiment snapshot widget can be accessed from the CSM Configurable Workspace and Workforce Optimization home page. It displays a preview of the dashboard of the sentiment trend over time, using the average sentiment score per day. You can access more detailed information by selecting View dashboard and navigate to the details page. Note: * The sentiment analysis dashboard can only be managed by customer service managers. The sentiment analysis case skill must be activated so that future cases can pick up sentiment. * The entry point in Core UI to access the sentiment analysis dashboard is Customer Service Now Assist DashboardsSentiment Analysis Dashboard. {#use-sentiment-analysis-dashboard__ul_gv3_sjl_13c} ## In-depth View Page -- Data Visualizations {#use-sentiment-analysis-dashboard__deepdive-visualizations} {#use-sentiment-analysis-dashboard__deepdive-visualizations__entry__2} | Function | Description | |-|-| | Sentiment trend | Displays the average sentiment score per day over time. | | Record details | Displays the distribution of cases from very positive up to very negative. | | Sentiment breakdown | Displays sentiment breakdown by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State, and also includes average sentiment and total records data. | | Bar Chart | Displays sentiment split across categories in Record details. | | Chart Toggle | Switches between line and bar chart views in Sentiment trend and Record details. | | Time Filters | Supports Last 7 days, Last 30 days, Last 3 months, Last 6 months, and custom range filtering options. | [ ] ## GenAI generated Insight Cards {#use-sentiment-analysis-dashboard__genai-insight-cards} GenAI insights provide explanations for sentiment trends and root causes in different cases. These insights include: * Sentiment drivers: Displays the factors that most frequently influence negative customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment. * Impact explorer: Displays the groups impacted by the highest volume of records among the top 10 trends. * Sentiment change after escalation: Displays the comparison of customer sentiment before and after a case escalation. Note: * All these insights look into each case's short description and the last 10 days of comments and work notes to generate these insights. * Select Related records to open a new page with a list that shows the corresponding cases referenced in the graph. Select the refresh icon ![Reload data]() to see the latest update. * Select Clear all to reset the insights to their default state. {#use-sentiment-analysis-dashboard__ul_wwx_23f_f3c} ## AI alerts and gradient theme in dashboard {#use-sentiment-analysis-dashboard__section_lzy_ngf_f3c} An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by ServiceNow Otto. You can dismiss the alert by selecting the X on the banner. This experience is accessible through entry points in both the CSM Manager Workspace and the Workforce Optimization Dashboard. **Related concepts** * [Exploring ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/LxhzL~pGnddTc7WHXE5tbQ "With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.") *[\>]: and then