---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Analyze the sentiment of a service problem case

# Analyze the sentiment of a service problem case using ServiceNow Otto for TMT {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generates the requester's sentiment and the reasoning behind it on the complaint cases in the ServiceNow Otto for TMT application. Make informed decisions on complaint cases based on sentiment to link the cases on the Alternative Dispute Resolution (ADR) case record.

## Before you begin

Role required: sn_telco_adr_mgmt.manager

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable WorkspaceListsAlternative Dispute ResolutionAll.
2. Open the ADR case that you are working on.
3. Select Investigate stage.
4. On the Lookup record history activity, under the Relevant record section, navigate to the complaint cases.
5. Select the information icon (![More info icon.]()).  
   The Customer sentiment component appears and provides an explanation for why that sentiment was given.

   The Customer Sentiment component shows the assigned sentiment and explains why that sentiment was
   given.  
   Note:  
   Generating and displaying the summary may take several seconds.
6. **Optional:** After you're finished analyzing the sentiment, manage the results.

   | Option | Procedure |
   | Provide feedback for the summary | * If you think that the sentiment information was helpful, select the helpful icon (![Helpful icon.]()). * If you think that the sentiment information wasn't helpful, select the not helpful icon (![Not helpful icon.]()). {#now-assist-tmt-analyze-sentiment-spc-adr__ul_kwt_qtp_ccc} This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated sentiment information and stores it in the generative AI logs (sys_generative_ai_log_list.do). |
   |-|-|

   {#now-assist-tmt-analyze-sentiment-spc-adr__choicetable_md1_nyf_xyb}
{#now-assist-tmt-analyze-sentiment-spc-adr__steps_dyn_hrp_5bc}

## What to do next

Complete the remaining steps to execute the ADR case record. To learn more, see [Create a Customer Dispute Management case](https://www.servicenow.com/docs/QcJdzmJU92o7IHy6ZToeFw "Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.").

*[\>]: and then