--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Analyze sentiments # Analyze sentiments in Now Assist for HR Service Delivery (HRSD) {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura Agents can prioritize cases based on requester sentiment and the reasoning behind it in the Now Assist for HR Service Delivery (HRSD) application. ## Antes de Iniciar Role required: sn_esm_agent role ## Procedimento 1. Navigate to the case or case form in the Core UI or in CSM Configurable Workspace. {#analyze-sentiments-now-assist__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 ![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 CSM Configurable Workspace | 1. Go to WorkspacesCSM Configurable Workspace 2. Select the List icon ![](). 3. Go to CasesOpen The CSM Configurable Workspace list view appears. 4. Select a case.The CSM Configurable Workspace form view appears. 5. 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. **Opcional:** In Core UI or CSM Configurable Workspace list view, you can sort the cases based on the sentiment and the sentiment trend. 3. **Opcional:** Manually refresh a sentiment. 1. In the Core UI or in CSM Configurable Workspace, enter a comment in the Additional Comments field. 2. In the CSM Configurable Workspace 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} **Conceitos relacionados** * [Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/NelfQdMRlhDLA3IvsrA2Qg "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Tarefas relacionadas** * [Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/MnDPW9b1gH5Y1m1~8dr1qA "Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using Now Assist for HRSD](https://www.servicenow.com/docs/ugkESuIHHcYXx9rHjyVr9A "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using Now Assist for HRSD](https://www.servicenow.com/docs/M31A6QYDlrdXcVttXCu7iA "Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.") * [Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD](https://www.servicenow.com/docs/6JX2gfdf_jNBR8YbSY7PuA "Create drafts of knowledge articles that are based on the case descriptions with Now Assist for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.") * [Generate a knowledge article from multiple cases](https://www.servicenow.com/docs/S4bKWfHzue1UMG6azlVG7w "Create drafts of knowledge articles from multiple cases with the Now Assist for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.") * [Generate an email reply recommendation using Now Assist for HRSD](https://www.servicenow.com/docs/aitn3rIe0Bnv~NTs9xk68g "Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.") * [Summarize an HR case using Now Assist for HRSD](https://www.servicenow.com/docs/IBJoJrYr~Tk85cpeAuO1_A "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [Generate resolution notes using Now Assist for HRSD](https://www.servicenow.com/docs/5s3~Vhbswe2WAr6WfuFOQg "Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://www.servicenow.com/docs/2ZoO1nyjRpwZ2M5k2aivmQ "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://www.servicenow.com/docs/Eq49q3BSFAZ1vKSjYw6L2A "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in Now Assist for HRSD](https://www.servicenow.com/docs/pdegY_OvofQ4TnxPaaQBgQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Now Assist for HR - Galileo Inside to answer HR-related questions](https://www.servicenow.com/docs/j~1RZR10hQIgYr9yU_oHcA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in HR Agent Workspace](https://www.servicenow.com/docs/OqcwPpLdPA6gtZlXvmbzig "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://www.servicenow.com/docs/_FEof6ZRfqwvEWsJo0JCIQ "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.")