Change an insight to use a different field for sentiment analysis

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Change a sentiment analysis insight to display sentiment data from a different field, such as changing from channel to consumer, requiring updates to both the UI Builder component and Now Assist Skill Kit.

    Before you begin

    Role required: admin or maint

    General ServiceNow platform knowledge is required for this procedure.

    About this task

    For sentiment analysis insights, changing the field requires modifications to both the UI Builder component and the associated Now Assist Skill Kit skill. It involves cloning components, creating new skills, and modifying scripts. This procedure ensures proper configuration of the sentiment analysis insight with a different field.

    The different UI Builder Component names for Sentiment analysis dashboard are OOB Sentiment Analysis Dashboard, Sentiment Over Time Visualization, Sentiment Breakdown Visualization, Sentiment Top Drivers Insight (Negative sentiment and Positive sentiment drivers), Sentiment by Assignment Group Insight, Sentiment After Escalation Insight, Sentiment by Channel Insight.

    Procedure

    1. Navigate to All > UI Builder.
    2. Under Components tab search for the corresponding component.

      For example, open Sentiment by Channel Insight. Make a clone if needed.

    3. Duplicate Sentiment by Channel Insight
    4. Rename all components to your desired field (for example, Consumer) or create a generalized component name.
      Update the following:
      • UIB component name (in Settings) and Save
      • Stylized text title (in Editor)
    5. In the Get Sentiment by Field Data resource, change the Field(s) value to your desired field ID.
      For example, consumer.
    6. In a new tab or window, navigate to All > Now Assist Skill Kit.
    7. Under ServiceNow skills, search for Sentiment by Channel Insight.
    8. Select Clone to clone the skill under your desired field name.
    9. Under the Tool editor, select SentimentChannelScript and open the tool.
    10. Replace every instance of the existing field (contact_type) with your desired field (consumer).
    11. Select Continue till the Edit script tool guided set up reaches summary page.
    12. Select Save changes.
    13. In the Prompt editor tab, replace every instance of "channel" except the very last occurrence in {{SentimentChannelScript.output}}.
    14. Select Finalize prompt.
    15. Publish the prompt.
    16. Navigate to the sys_one_extend_capability table and find the record corresponding to the Now Assist Skill Kit skill you just created.
      Right click to copy the sys_id.
    17. Return to the UI Builder page and in the Get Sentiment Insight by Capability ID data resource, paste the copied sys_id from previous step into the Capability ID field.
    18. Select Save.
      Now add the newly created component to any base system dashboard page or your own custom page, using other nearby insights as reference for the correct event handler and optimization setup.
      The sentiment analysis insight now uses the specified field to display data and the associated Now Assist skill has been properly configured.