Configure sentiment analysis case

Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.

Before you begin

Role required: admin

Sentiment analysis is generated from the information that you enter in the following fields:

• Description
• Short Description
• State
• Priority
• Additional Comments

Any modifications to the names or labels of these fields can result in issues with sentiment analysis.

Sentiment is calculated using several factors:

• Latest requester comment
• Previous comments for context
• Sentiment history (trend)
• Issue complexity and priority
• SLA breach status
• Feedback in comments
• Frequency of updates and response time
• Language tone

The Sentiment Reasoning field in the record provides details on which factors were considered for reasoning. This includes:

• Exact tone in the given inputs.
• Feedback in recent comment.
• Task priority.
• SLA consideration.

Procedure

1. Navigate to Admin > Now Assist Admin > Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Sentiment Analysis Case skill.
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select General details and edit name and description of the skill.
   Additional information regarding details of the skill are displayed, but can't be edited.
5. Select Choose Input and review the tables and fields to create prompts that determines where data is pulled from.
   Note:

   You can't modify the input data source.

   Table 1. Table 1: Inputs for the sentiment analysis skill

   Input	Description
   Input table	Case [sn_customerservice_case]
   Input fields	Description Short Description State Priority Additional Comments

6. Select Role attribution
   Note:

   You cannot modify the input data source.

   Table 2. Table 2: Inputs for the sentiment analysis skill

   Input	Description
   Input table	Case [sn_customerservice_case]
   Requestor fields	Consumer Contact Created by Opened by

7. Select Define Availability to customize how and when the skill capability is active and accessible.
   • Select Skill is always available so no restrictions are placed on when a skill is available.
   • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
8. Select Define Trigger and edit the job schedule period to configure how often the skill will be implemented.
   To enable a scheduled job for a custom table, follow these steps:

   1. Navigate to All > System Definition > Scheduled Jobs.
   2. Search and select Sentiment analysis scheduler job CSM.
   3. Replace the table name sn_customerservice_case with the name of your custom table in the script.
   4. Select Update.
9. Select Enable dashboard to see sentiment analysis across cases.
10. Select Define access to determine who can access this skill.

    By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

    Default and Custom Roles:

    • If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent  will automatically appear in Define Access and Select Display.
    • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
    • If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
      Note:

      In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
11. In Select Display toggle to determine if chat recommendation appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
12. After selecting Review and Activate to examine changes, select Done to close the Sentiment Analysis generation settings.
13. Select Activate to turn on the skill for agents and complete the configuration.

Additional information:

• Verify that CSM Configurable Workspace Foundation plugin version is 25.1.4
• To access the Sentiment field, refer to the information available at these KB links:
  • Sentiment analysis card is missing in case records in both CSM UI16 and workspace UIs on Now Assist CSM Sentiment Analysis feature activation.
  • Sentiment analysis card display on a record in CSM workspace