--- 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 --- # Analyze sentiments # Analyze sentiments in ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Make informed decisions on cases and email interactions 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_customerservice_agent and sn_customerservice.consumer_agent role ## Procedure 1. Navigate to the case or case form in the Core UI or in CRM 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 to see the reasons for the sentiment. {#analyze-sentiments-in-now-assist-for-csm__ol_ykb_qm5_w2c} | | Navigate in CRM Workspace | 1. Go to WorkspacesCRM Workspace 2. Select the List icon ![icon for seeing the list of cases](). 3. Go to CasesOpen The CRM Workspace list view appears. 4. Select a case.The CRM Workspace form view appears. 5. Select the information icon 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. Navigate to the interaction or interaction form in Core UI or in CRM Workspace. {#analyze-sentiments-in-now-assist-for-csm__table_vrd_hh1_s3c__entry__2} | To | Do this | |-|-| | Navigate in Core UI | 1. Go to AllInteraction The interactions list view appears. * Remove the default My Interactions filter to see all interactions * Apply filter for Email interaction type to view interactions with sentiment analysis {#analyze-sentiments-in-now-assist-for-csm__ul_xrd_hh1_s3c} You can analyze the Sentiment and Sentiment trend for the interaction list. Important: By default, sentiment and sentiment trend values aren't displayed in the list view, even when the skill is enabled. You must manually personalize the list view to add these columns. To add sentiment columns do the following: 1. Navigate to the desired list page, for example, case list. 2. Right-click the column header and select List Layout. 3. Search for Sentiment\[+\], expand it, and move Sentiment and Sentiment Trend to the Selected list. 4. Select Save.The sentiment columns now appear in the list view. {#analyze-sentiments-in-now-assist-for-csm__ol_x2s_mkf_mjc} 2. Select an interaction.The interaction form view appears. 3. In the Sentiment field, select the information icon to see the reasons for the sentiment. Important: By default, sentiment and sentiment trend values aren't displayed in the form view, even when the skill is enabled. You must manually personalize the form view to add these columns. To add sentiment columns do the following: 1. Open an interaction record. 2. Select and hold the form header and select ConfigureForm Layout. Tip: You must select and hold the list header and select ConfigureForm Layout. 3. In the form layout editor, locate the Sentiment section. 4. Expand Sentiment(sn_ai_sentiment)+. 5. Select and drag the fields you want to display on the form: * Sentiment (current sentiment state) * Sentiment Score * Sentiment Trend (declining, improving, stable) * Sentiment Reasoning {#analyze-sentiments-in-now-assist-for-csm__ul_asd_hh1_s3c} 6. Position the fields in your desired location on the form. 7. Save the form layout. {#analyze-sentiments-in-now-assist-for-csm__ol_zrd_hh1_s3c} {#analyze-sentiments-in-now-assist-for-csm__ol_wrd_hh1_s3c} | | Navigate in CRM Workspace | 1. Go to WorkspacesCRM Workspace 2. Select the List icon ![icon for seeing the list of interactions](). 3. Go to InteractionsMy interactions The CRM Workspace list view for interactions appears. 4. Select an interaction.The CRM Workspace form view appears. 5. Select the information icon to see the reasons for the sentiment. Important: By default, sentiment and sentiment trend values aren't displayed in the list view, even when the skill is enabled. You must manually personalize the list view to add these columns. To add sentiment columns do the following: 1. Select the list personalization icon. 2. Navigate to Sentiment. 3. Expand Sentiment(sn_ai_sentiment)+. 4. Select the fields to display: * Sentiment (current sentiment state) * Sentiment Score * Sentiment Trend (declining, improving, stable) * Sentiment Reasoning {#analyze-sentiments-in-now-assist-for-csm__ul_fsd_hh1_s3c} 5. Save the personalized view. {#analyze-sentiments-in-now-assist-for-csm__ol_esd_hh1_s3c} {#analyze-sentiments-in-now-assist-for-csm__ol_bsd_hh1_s3c} | [ ] {#analyze-sentiments-in-now-assist-for-csm__table_vrd_hh1_s3c} 3. **Optional:** In Core UI or CRM Workspace list view, sort cases and interactions by sentiment scale (Very Positive, Positive, Neutral, Negative, or Very Negative) and sentiment trend. 4. **Optional:** Manually refresh a sentiment. 1. In the Core UI or in CRM Workspace, enter a comment in the Additional Comments field. 2. A red dot appears on the information icon next to the sentiment. 3. Select the information icon to view the explanation. 4. Select the refresh icon ![Refreshes content]() 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} **Related tasks** * [Sentiment analysis for email interactions](https://www.servicenow.com/docs/kFyeA0ykkvuGHNM7I8Y5Pg "Configure Sentiment analysis for email interactions to evaluate sentiment, trends, and reasoning at interaction level and help agents resolve cases more efficiently.") **Related topics** * [Enable and configure the Sentiment Analysis](https://support.servicenow.com/kb?sys_kb_id=ec531aab47a48794b6d8aa25126d4322&id=kb_article_view) *[\>]: and then