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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure Sentiment Analysis

# Configure Sentiment Analysis {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Configure Sentiment Analysis

This guide explains how ServiceNow customers can activate and configure the Sentiment Analysis feature within Customer Service Management (CSM).
Sentiment Analysis leverages machine learning models via Predictive Intelligence to automatically evaluate and display customer sentiment on cases, enhancing case management and customer experience insights.
Show full answer Show less  

## Key Configuration Steps

* **Enable Predictive Intelligence:** Confirm that your instance is set up for Predictive Intelligence, which is the AI framework powering Sentiment Analysis.
* **Activate Task Intelligence for Customer Service:** Enable the *com.snc.csmmltask* plugin, which includes Sentiment Analysis and automatically activates related plugins such as Case Management Core, Skills Management, and Language Detection.
* **Configure Sentiment Fields on Interfaces:** Add Sentiment Analysis fields to the Case list views and Case forms in CSM Configurable Workspace, CSM Agent Workspace, and Core UI to display sentiment data.
* **Create and Deploy Sentiment Models:** Use the Task Intelligence Admin Console to build and deploy models that predict case sentiment.

## Sentiment Analysis Fields and Their Use

The Sentiment Analysis feature adds three key fields to Cases, which provide valuable insights into customer sentiment trends:

* **Original sentiment:** Sentiment predicted when the case is created (Positive, Neutral, Negative).
* **Current sentiment:** Most recent sentiment prediction, updated as the case evolves (Positive, Neutral, Negative).
* **Sentiment over time:** Indicates the trend of sentiment changes across case updates (Improving, Neutral, Declining), based on at least two predictions.

These fields help agents quickly understand customer mood and how it changes during case resolution.

## Practical Interface Configuration

* **CSM Agent Workspace:** Add sentiment fields to the Case list via `sysawlist.list` and to the Case form header using UX Form Header configurations, making sentiment values visible in the case header.
* **CSM Configurable Workspace:** Add sentiment fields to the Case list using `sysuxlist.list` and configure form header secondary values to appear in the workspace header.
* **Core UI:** Add sentiment fields to Case lists and forms through standard list layout and form layout configuration options.

## What Customers Can Expect

By following these configuration steps, customers will enable automated sentiment detection on cases, visible in multiple interfaces. This improves case prioritization and agent responsiveness by providing real-time sentiment insights, ultimately enhancing customer service quality.  
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=brazil&pubname=brazil-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) * Case Management Core (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/KhD0ug8raaZw2sPS1hxtZA "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/CuLYb5nVZ_rlK3yihHVwqQ "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/oEJ4MfZln3NGH0T~W9RV3w "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/VV2F1M7sN7UcuqAap9c25g "Sentiment Analysis can help you gauge customer emotions, enabling you to provide more empathetic and compassionate customer experiences.")

*[\>]: and then