---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Analyze sentiments

# Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
HR agents can prioritize cases based on case sentiment.

## Before you begin

Role required: sn_hr_core.case_writer

## About this task

## Procedure

1. Navigate to the case in the Core UI or in Agent Workspace for HR Case Management.

{#analyze-sentiments-now-assist__table_emg_jm5_w2c__entry__2}

| To | Do this |
|-|-|
| Navigate in Core UI | 1. Go to AllHR Case ManagementAgent Workspace for HR Case Management 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 ![icon for seeing information about sentiment when you click]() to see the reasons for the sentiment. {#analyze-sentiments-now-assist__ol_ykb_qm5_w2c} |
| Navigate in Agent Workspace for HR Case Management | 1. Go to WorkspacesHR Agent workspace 2. Go to CasesOpen 3. Select a case. 4. Select the information icon ![The information icon provides an explanation for why a particular sentiment has been assigned]() to see the reasons for the sentiment. {#analyze-sentiments-now-assist__ol_tfm_xm5_w2c} |
[ ]

{#analyze-sentiments-now-assist__table_emg_jm5_w2c}

2. **Optional:** In Core UI or Agent Workspace for HR Case Management view, you can sort the cases based on the sentiment and the sentiment trend.
3. **Optional:** Manually refresh a sentiment.
   1. In the Core UI or in Agent Workspace for HR Case Management, enter a comment in the Additional Comments field.
   2. In the Agent Workspace for HR Case Management interface, a red dot appears on the information icon ![The information icon provides an explanation for why a particular sentiment has been assigned]() next to the sentiment.
   3. Select the information icon ![The information icon provides an explanation for why a particular sentiment has been assigned]() and then select the refresh icon to see the updated sentiment and sentiment trend.
   {#analyze-sentiments-now-assist__substeps_uxp_4l5_w2c}
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* [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/hBCsGdVQHouc38LVwPj_fQ "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.")  
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*[\>]: and then