---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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


---

# Configure Sentiment Analysis

# Configure Sentiment Analysis {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Configure Sentiment Analysis

Sentiment Analysis in ServiceNow Customer Service Management (CSM) uses machine learning to predict and track customer sentiment in cases.
This feature helps you understand customer emotions by analyzing case interactions over time, enabling improved case management and customer satisfaction.
Show full answer Show less  

## Key Features

* **Sentiment Fields:** Adds three key fields to Cases:
  * **Original sentiment:** Sentiment predicted at case creation (Positive, Neutral, Negative).
  * **Current sentiment:** Most recent sentiment prediction, updated as the case progresses.
  * **Sentiment over time:** Trend indicator showing if sentiment is Improving, Neutral, or Declining based on multiple predictions.
* **Integration with Predictive Intelligence:** Sentiment analysis leverages the Predictive Intelligence framework and requires the Task Intelligence for Customer Service application.
* **Multi-Interface Support:** Sentiment fields can be configured and displayed in CSM Configurable Workspace, CSM Agent Workspace, and Core UI, supporting different user roles and workflows.
* **Model Management:** Use the Task Intelligence Admin Console to create and deploy sentiment prediction models tailored to your cases.

## Configuration Steps

* Activate the required plugins, primarily **Task Intelligence for Customer Service**, which automatically enables related plugins.
* Ensure your instance is set up for Predictive Intelligence as it provides the AI framework for sentiment analysis.
* Configure sentiment fields on Case lists and forms for the interfaces you use:
  * In **CSM Agent Workspace** , add fields to Case list via `sysawlist.list` and configure form headers in the Now Experience Framework.
  * In **CSM Configurable Workspace** , add fields to Case list via `sysuxlist.list` and configure form headers similarly.
  * In **Core UI**, add sentiment fields to Case lists and forms through standard list and form layout configuration.
* Deploy sentiment models using the Task Intelligence Admin Console to enable sentiment predictions on cases.

## What to Expect

Once configured, your ServiceNow instance will predict sentiment at case creation and update it as customer interactions evolve. This allows agents and managers to monitor sentiment trends and respond proactively to declining customer sentiment, enhancing customer service effectiveness and experience.  
Activate the required plugin, enable the sentiment analysis property, and assign roles
to use the sentiment analysis feature.
Follow the steps in the table below to configure the sentiment analysis property for cases.{#case-sentiment-analysis-configure__table_ih2_hfc_5rb__entry__2}

| Step | Description |
|-|-|
| Ensure that your instance is set up for Predictive Intelligence (PI). | Predictive Intelligence is a ServiceNow platform feature that provides a layer of artificial intelligence, which serves as a framework for machine learning models. For more information, see [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). |
| Activate the Task Intelligence for Customer Service application (com.snc.csm_ml_task). | The Task Intelligence for Customer Service application enables customers to leverage machine learning algorithms in Customer Service Management. The sentiment analysis feature is included with this application. This application automatically activates the following plugins: * Predictive Intelligence for Customer Service Management (com.snc.csm_ml) * Customer Service (com.sn_customerservice) * Skills Management (com.snc.skills_management) * Dynamic Translation (com.glide.dynamic_translation) * ServiceNow Language Detection Service Spoke (com.glide.language_detection_spoke) * Predictive Intelligence - Task Intelligence (com.glide.platform_ml_task) * Admin Center for Task Intelligence (com.sn_ti_admin) {#case-sentiment-analysis-configure__ul_zl2_1hy_dwb} |
| Configure the Case list and Case form to display the sentiment analysis fields. | The sentiment analysis feature adds the following fields: * Original sentiment * Current sentiment * Sentiment over time {#case-sentiment-analysis-configure__ul_nj2_pjh_fsb} Configure these fields for each of the following interfaces as needed: * CSM Configurable Workspace * CSM Agent Workspace * Core UI Platform interface {#case-sentiment-analysis-configure__ul_gyy_wjh_fsb} |
| Use the [Task Intelligence Admin Console](https://www.servicenow.com/docs/JghgInY5nQvODOrWDf3Fcw "Use the Task Intelligence Admin Console to create, train, and deploy machine learning models that predict different types of information for case and interaction records.") to create and deploy a sentiment model. | See [Create a model to predict case sentiment](https://www.servicenow.com/docs/UL7gNm2~i9VE5pnkve0y8w "Edit and test the pre-trained sentiment model to predict sentiment for customer service cases."). |
[Table 1. Sentiment analysis configuration steps]

{#case-sentiment-analysis-configure__table_ih2_hfc_5rb}

## Configure sentiment analysis fields {#case-sentiment-analysis-configure__section_orb_r4q_f5b}

The sentiment analysis feature uses the following fields to display sentiment prediction information on Cases list and Case form:

* Original sentiment
* Current sentiment
* Sentiment over time
{#case-sentiment-analysis-configure__ul_q2v_f4h_c5b}  
Add the sentiment fields to Case list views and to the Case form for CRM Workspace, CSM Agent Workspace, and Core UI.

* In CRM Workspace, these fields appear as secondary values in the configurable form header. You can configure secondary values to display either below the primary value at the top of the form or in the Record Information tab in the contextual side panel. (For more information, see [Display the form ribbon and
  form header secondary values in the Contextual side panel](https://www.servicenow.com/docs/1KSG04YUEc5ovF2S8lHZMw "Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CRM Workspace.").)
* In CSM Agent Workspace, these fields appear in the Case form header.
* In Core UI, these fields appear on the Case form.
{#case-sentiment-analysis-configure__ul_xbp_dp2_lsb}  
{#case-sentiment-analysis-configure__table_odd_3dc_fsb__entry__2}

| Field | Description |
|-|-|
| Original sentiment | The sentiment that is predicted when a case is created. The values for this field include: * Positive * Neutral * Negative {#case-sentiment-analysis-configure__ul_wsm_dq2_g5b} |
| Current sentiment | The most recent sentiment prediction for the case. This prediction is assessed when a case is created and updated. The values for this field include: * Positive * Neutral * Negative {#case-sentiment-analysis-configure__ul_a31_fq2_g5b} When a case is created, the Original sentiment and Current sentiment are assigned the same value. When a case is updated, the Original sentiment remains the same and the Current sentiment is updated with the most recent prediction. |
| Sentiment over time | A trend indicator that reflects the change in sentiment as a case is updated. The values for this field include: * Improving * Neutral * Declining {#case-sentiment-analysis-configure__ul_yvz_j2c_fsb} This field requires a minimum of two sentiment predictions in order to calculate a value. |
[Table 2. Sentiment analysis fields]

{#case-sentiment-analysis-configure__table_odd_3dc_fsb}

## Configure sentiment fields for CSM Agent Workspace {#case-sentiment-analysis-configure__section_xdf_rjh_fsb}

To add the sentiment fields to the Case list:

1. Enter sys_aw_list.list in the application navigator and press Enter.
2. Click All from the Case \[sn_customerservice_case\] table.
3. Click the lock icon next to the Columns field.
4. Select and move the sentiment fields from the Available column to the Selected column.
5. Click the lock icon again.
6. Click Update.
{#case-sentiment-analysis-configure__ol_tpb_vz3_fsb}  
To add the sentiment fields to the Case form header:

1. Select CSM Workspace as the application scope.
2. Navigate to AllNow Experience FrameworkConfiguration SettingsUX Form Header.
3. In the Table column of the Form Headers list, select sn_customerservice_case.

   If adding sentiment fields for a
   case type, select the case type table that extends the Case table.
4. Click New in the Secondary Values related list.
5. Select the desired sentiment field in Field field and click Submit.
6. Repeat step 5 for the remaining sentiment fields.
7. Click Update on the Form Header form.
{#case-sentiment-analysis-configure__ol_uds_xhw_h5b}

## Configure sentiment fields for CSM Configurable Workspace {#case-sentiment-analysis-configure__section_cd5_mjh_fsb}

To add the sentiment fields to the Case list:

1. Enter sys_ux_list.list in the application navigator and press Enter.
2. Click All from the Case \[sn_customerservice_case\] table.
3. Click the lock icon next to the Columns field.

   If adding
   sentiment fields for a case type, select the case type table that extends the Case
   table.
4. Select and move the sentiment fields from the Available column to the Selected column.
5. Click the lock icon again.
6. Click Update.
{#case-sentiment-analysis-configure__ol_ufj_vy3_fsb}  
To add the sentiment fields to the Case form header:

1. Select CSM Workspace as the application scope.
2. Navigate to AllNow Experience FrameworkConfiguration SettingsUX Form Header.
3. In the Table column of the Form Headers list, select sn_customerservice_case.
4. Click New in the Secondary Values related list.
5. Select the desired sentiment field in Field field and click Submit.
6. Repeat step 5 for the remaining sentiment fields.
7. In the UX header Configurations list, click Edit.
8. In the Collection field, add CSM/FSM Configurable Workspace Header Config.
9. Click Update on the Form Header form.
{#case-sentiment-analysis-configure__ol_nh1_zz3_fsb}

## Configure sentiment fields for Core UI {#case-sentiment-analysis-configure__section_cxx_rjh_fsb}

To add the sentiment fields to the Case list:

1. Navigate to Customer ServiceCasesAll.
2. Right-click the list header and select the desired list view.
3. Right-click any column heading and select ConfigureList Layout.
4. Select and move the fields from the Available column to the Selected column.
5. Click Save.
{#case-sentiment-analysis-configure__ol_tfl_4lh_fsb}  
To add the sentiment fields to the Case form:

1. Navigate to Customer ServiceCasesAll.
2. Open a case.
3. Right-click the form header and select ConfigureForm Layout.
4. Select and move the fields from the Available column to the Selected column.
5. Click Save.
{#case-sentiment-analysis-configure__ol_emd_wmh_fsb}
**Related concepts**   

* [Sentiment Analysis](https://www.servicenow.com/docs/uu79Po_Qpo5nzEaU_c7ebw "Sentiment Analysis can help you gauge customer emotions, enabling you to provide more empathetic and compassionate customer experiences.")

*[\>]: and then