Configure Sentiment Analysis

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Configure Sentiment Analysis

    This guide explains how to enable and configure the Sentiment Analysis feature within ServiceNow Customer Service Management (CSM) using the Zurich release. Sentiment Analysis leverages Predictive Intelligence and machine learning to predict and track the sentiment of customer cases, helping you better understand and respond to customer emotions over time.

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    Key Configuration Steps

    • Activate Required Plugins: Enable the Task Intelligence for Customer Service application (com.snc.csmmltask), which includes Sentiment Analysis and activates related plugins such as Predictive Intelligence for Customer Service, Customer Service, Skills Management, Dynamic Translation, and others.
    • Enable Sentiment Analysis Property: Ensure the sentiment analysis property is enabled for cases to start utilizing sentiment predictions.
    • Configure User Interface: Add the sentiment fields to the Case list and Case form in the interfaces you use: CSM Configurable Workspace, CSM Agent Workspace, and Core UI.
    • Create and Deploy Sentiment Model: Use the Task Intelligence Admin Console to build and deploy a sentiment prediction model tailored to your case data.

    Sentiment Fields and Their Use

    Sentiment Analysis adds three key fields to case records:

    • Original Sentiment: The sentiment predicted at case creation (Positive, Neutral, Negative).
    • Current Sentiment: The latest sentiment prediction, updated as the case progresses.
    • Sentiment Over Time: A trend indicator showing whether sentiment is improving, neutral, or declining across multiple updates.

    These fields help you track sentiment evolution and identify cases that need attention.

    Practical Configuration by Interface

    • CSM Agent Workspace: Add sentiment fields to the Case list via sysawlist.list and to the Case form header through UX Form Header configurations.
    • CSM Configurable Workspace: Add sentiment fields to the Case list using sysuxlist.list and configure the Case form header with UX Form Header settings, including adding the workspace header configuration.
    • Core UI: Add sentiment fields to the Case list and Case form layouts via the standard list and form layout configuration menus.

    Benefits for ServiceNow Customers

    By configuring Sentiment Analysis, your customer service team gains AI-driven insights into customer emotions, enabling proactive case management and improved customer satisfaction. Tracking sentiment trends over time helps identify cases that are at risk of escalation or require additional support, enhancing overall service quality.

    Activate the required plugin, enable the sentiment analysis property, and assign roles to use the sentiment analysis feature.

    Follow the steps in the table below to configure the sentiment analysis property for cases.
    Table 1. Sentiment analysis configuration steps
    Step Description
    Ensure that your instance is set up for Predictive Intelligence (PI).

    Predictive Intelligence is a ServiceNow platform feature that provides a layer of artificial intelligence, which serves as a framework for machine learning models. For more information, see Predictive Intelligence.
    Activate the Task Intelligence for Customer Service application (com.snc.csm_ml_task).

    The Task Intelligence for Customer Service application enables customers to leverage machine learning algorithms in Customer Service Management. The sentiment analysis feature is included with this application.

    This application automatically activates the following plugins:
    • Predictive Intelligence for Customer Service Management (com.snc.csm_ml)
    • Customer Service (com.sn_customerservice)
    • Skills Management (com.snc.skills_management)
    • Dynamic Translation (com.glide.dynamic_translation)
    • ServiceNow Language Detection Service Spoke (com.glide.language_detection_spoke)
    • Predictive Intelligence - Task Intelligence (com.glide.platform_ml_task)
    • Admin Center for Task Intelligence (com.sn_ti_admin)
    Configure the Case list and Case form to display the sentiment analysis fields.
    The sentiment analysis feature adds the following fields:
    • Original sentiment
    • Current sentiment
    • Sentiment over time
    Configure these fields for each of the following interfaces as needed:
    • CSM Configurable Workspace
    • CSM Agent Workspace
    • Core UI Platform interface
    Use the Task Intelligence Admin Console to create and deploy a sentiment model. See Create a model to predict case sentiment.

    Configure sentiment analysis fields

    The sentiment analysis feature uses the following fields to display sentiment prediction information on Cases list and Case form:
    • Original sentiment
    • Current sentiment
    • Sentiment over time
    Add the sentiment fields to Case list views and to the Case form for CSM Configurable Workspace, CSM Agent Workspace, and Core UI.
    • In CSM Configurable Workspace, these fields appear as secondary values in the configurable form header. You can configure secondary values to display either below the primary value at the top of the form or in the Record Information tab in the contextual side panel. (For more information, see Display the form ribbon and form header secondary values in the Contextual side panel.)
    • In CSM Agent Workspace, these fields appear in the Case form header.
    • In Core UI, these fields appear on the Case form.
    Table 2. Sentiment analysis fields
    Field Description
    Original sentiment The sentiment that is predicted when a case is created. The values for this field include:
    • Positive
    • Neutral
    • Negative
    Current sentiment The most recent sentiment prediction for the case. This prediction is assessed when a case is created and updated. The values for this field include:
    • Positive
    • Neutral
    • Negative

    When a case is created, the Original sentiment and Current sentiment are assigned the same value.

    When a case is updated, the Original sentiment remains the same and the Current sentiment is updated with the most recent prediction.
    Sentiment over time
    A trend indicator that reflects the change in sentiment as a case is updated. The values for this field include:
    • Improving
    • Neutral
    • Declining

    This field requires a minimum of two sentiment predictions in order to calculate a value.

    Configure sentiment fields for CSM Agent Workspace

    To add the sentiment fields to the Case list:
    1. Enter sys_aw_list.list in the application navigator and press Enter.
    2. Click All from the Case [sn_customerservice_case] table.
    3. Click the lock icon next to the Columns field.
    4. Select and move the sentiment fields from the Available column to the Selected column.
    5. Click the lock icon again.
    6. Click Update.
    To add the sentiment fields to the Case form header:
    1. Select CSM Workspace as the application scope.
    2. Navigate to All > Now Experience Framework > Configuration Settings > UX Form Header.
    3. In the Table column of the Form Headers list, select sn_customerservice_case.

      If adding sentiment fields for a case type, select the case type table that extends the Case table.

    4. Click New in the Secondary Values related list.
    5. Select the desired sentiment field in Field field and click Submit.
    6. Repeat step 5 for the remaining sentiment fields.
    7. Click Update on the Form Header form.

    Configure sentiment fields for CSM Configurable Workspace

    To add the sentiment fields to the Case list:
    1. Enter sys_ux_list.list in the application navigator and press Enter.
    2. Click All from the Case [sn_customerservice_case] table.
    3. Click the lock icon next to the Columns field.

      If adding sentiment fields for a case type, select the case type table that extends the Case table.

    4. Select and move the sentiment fields from the Available column to the Selected column.
    5. Click the lock icon again.
    6. Click Update.
    To add the sentiment fields to the Case form header:
    1. Select CSM Workspace as the application scope.
    2. Navigate to All > Now Experience Framework > Configuration Settings > UX Form Header.
    3. In the Table column of the Form Headers list, select sn_customerservice_case.
    4. Click New in the Secondary Values related list.
    5. Select the desired sentiment field in Field field and click Submit.
    6. Repeat step 5 for the remaining sentiment fields.
    7. In the UX header Configurations list, click Edit.
    8. In the Collection field, add CSM/FSM Configurable Workspace Header Config.
    9. Click Update on the Form Header form.

    Configure sentiment fields for Core UI

    To add the sentiment fields to the Case list:
    1. Navigate to Customer Service > Cases > All.
    2. Right-click the list header and select the desired list view.
    3. Right-click any column heading and select Configure > List Layout.
    4. Select and move the fields from the Available column to the Selected column.
    5. Click Save.
    To add the sentiment fields to the Case form:
    1. Navigate to Customer Service > Cases > All.
    2. Open a case.
    3. Right-click the form header and select Configure > Form Layout.
    4. Select and move the fields from the Available column to the Selected column.
    5. Click Save.