Use sentiment analysis dashboard
Summarize
Summary of Use Sentiment Analysis Dashboard
The sentiment analysis dashboard in ServiceNow Zurich Release enables customer service managers to visualize and interpret customer sentiment across cases and accounts. It combines visualizations, filters, and GenAI-generated insights to help identify sentiment trends, root causes, and performance variations across channels and assignment groups. This tool supports proactive customer service management by highlighting sentiment changes and drivers.
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Access and Entry Points
- The sentiment snapshot widget is accessible from the CSM Configurable Workspace and Workforce Optimization home page, providing a quick view of sentiment trends over time.
- For detailed analysis, users can navigate to Customer Service > Now Assist Dashboards > Sentiment Analysis Dashboard in the Core UI.
- Only customer service managers can manage the dashboard, and the sentiment analysis case skill must be activated for cases to capture sentiment data.
Key Features
- Sentiment Trend: Visualizes average sentiment scores per day over time.
- Record Details: Shows distribution of case sentiment from very positive to very negative.
- Sentiment Breakdown: Analyzes sentiment by multiple dimensions including Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, and State.
- Bar Chart and Line Chart Views: Users can toggle between chart types for sentiment trend and record details visualizations.
- Time Filters: Supports filtering data over preset or custom time ranges (Last 7 days to Last 6 months).
- GenAI Insight Cards: Provide explanations for sentiment trends and root causes by analyzing case short descriptions and recent comments/work notes. Key insights include:
- Sentiment Drivers – Factors leading to negative sentiment.
- Impact Explorer – Groups most impacted by volume among top trends.
- Sentiment Change After Escalation – Compares sentiment before and after case escalation.
- Interactive Controls: Users can refresh data, clear insights, and view related records linked to dashboard graphs.
- AI Alerts and Theme: A dismissible AI alert banner with gradient color theme indicates AI-generated content on the dashboard.
Practical Benefits for ServiceNow Customers
This dashboard empowers customer service managers to monitor and analyze customer sentiment effectively, enabling data-driven decisions to improve customer experience. The integration of GenAI insights helps identify root causes of negative sentiment and track sentiment changes linked to case escalations, facilitating timely interventions and resource allocation. The configurable visuals and filters support tailored analysis for different teams, regions, and channels.
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 AI. 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.