Use sentiment analysis dashboard
Summarize
Summary of Use sentiment analysis dashboard
The sentiment analysis dashboard enables ServiceNow customers to visualize and interpret customer sentiment across cases, providing a comprehensive view of sentiment trends, root causes, and performance across channels and assignment groups. It integrates GenAI-generated insight cards to offer explanations for sentiment patterns.
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Key Features
- Entry Point Widget: Accessible from the CSM Configurable Workspace and Workforce Optimization home page, the sentiment snapshot widget shows a preview of sentiment trends over time with average daily sentiment scores and links to the detailed dashboard.
- Access and Permissions: Only customer service managers can manage the dashboard. The sentiment analysis case skill must be activated for sentiment data to be captured in new cases.
- Dashboard Location: Found in Core UI under Customer Service > Now Assist Dashboards > Sentiment Analysis Dashboard.
- Data Visualizations:
- Sentiment trend: Average sentiment score per day over time.
- Record details: Distribution of cases from very positive to very negative.
- Sentiment breakdown: Sentiment by region, assignment group, account, agent, category, product, channel, priority, and state, including average sentiment and total records.
- Bar chart and chart toggle: Switch between line and bar charts for trend and record details views.
- Time filters: Options for last 7 days, 30 days, 3 months, 6 months, or custom ranges.
- GenAI Insight Cards:
- Sentiment drivers: Identifies factors influencing negative sentiment over the selected date range.
- Impact explorer: Shows groups most impacted by high volumes of records among top trends.
- Sentiment change after escalation: Compares sentiment before and after case escalation.
- These insights analyze case short descriptions and the last 10 days of comments and work notes.
- Users can drill down to related records or refresh and reset insights as needed.
- AI Alerts and Theme: The dashboard features an AI-generated tagline alert with a gradient theme to indicate Now Assist generation, which can be dismissed by the user.
Practical Benefits
This dashboard empowers customer service managers to quickly identify sentiment trends and root causes, enabling proactive case handling and improved customer experience. The integration of GenAI insights delivers actionable intelligence that helps pinpoint sentiment drivers and monitor sentiment impact around case escalations. Filters and visualizations allow tailored analysis across multiple dimensions such as region, channel, or assignment group, supporting data-driven decisions.
Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.
The sentiment analysis dashboard provides a comprehensive view of customer sentiment across cases and accounts. It includes visualizations, filters, and GenAI-generated insights to help identify sentiment trends, root causes, and performance across channels and assignment groups.
Entry Point Widget
The sentiment snapshot widget can be accessed from the CSM Configurable Workspace and Workforce Optimization home page. It displays a preview of the dashboard of the sentiment trend over time, using the average sentiment score per day. You can access more detailed information by selecting View dashboard and navigate to the details page.
- The sentiment analysis dashboard can only be managed by customer service managers. The sentiment analysis case skill must be activated so that future cases can pick up sentiment.
- The entry point in Core UI to access the sentiment analysis dashboard is .
In-depth View Page – Data Visualizations
| Function | Description |
|---|---|
| Sentiment trend | Displays the average sentiment score per day over time. |
| Record details | Displays the distribution of cases from very positive up to very negative. |
| Sentiment breakdown | Displays sentiment breakdown by Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State, and also includes average sentiment and total records data. |
| Bar Chart | Displays sentiment split across categories in Record details. |
| Chart Toggle | Switches between line and bar chart views in Sentiment trend and Record details. |
| Time Filters | Supports Last 7 days, Last 30 days, Last 3 months, Last 6 months, and custom range filtering options. |
GenAI generated Insight Cards
GenAI insights provide explanations for sentiment trends and root causes in different cases. These insights include:
- Sentiment drivers: Displays the factors that most frequently influence negative customer sentiment. The insight is across the date range and displays a reason why cases in these categories were showing that sentiment.
- Impact explorer: Displays the groups impacted by the highest volume of records among the top 10 trends.
- Sentiment change after escalation: Displays the comparison of customer sentiment before and after a case escalation.
- All these insights look into each case's short description and the last 10 days of comments and work notes to generate these insights.
- Select Related records to open a new page with a list that shows the corresponding cases referenced in the graph. Select the refresh icon
to see the latest update. - Select Clear all to reset the insights to their default state.
AI alerts and gradient theme in dashboard
An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by Now Assist. You can dismiss the alert by selecting the X on the banner. This experience is accessible through entry points in both the CSM Manager Workspace and the Workforce Optimization Dashboard.