Analyze sentiments in ServiceNow Otto for HR Service Delivery \(HRSD\)

---
title: Analyze sentiments in ServiceNow Otto for HR Service Delivery \(HRSD\)
description: HR agents can prioritize cases based on case sentiment.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-hrsd/analyze-sentiments-now-assist.html
release: australia
product: Now Assist for HRSD
classification: now-assist-for-hrsd
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 5
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Use generative AI skills, ServiceNow Otto for HR Service Delivery \(HRSD\), HR Service Delivery, Employee Service Management]
---

# Analyze sentiments in ServiceNow Otto for HR Service Delivery \(HRSD\)

HR agents can prioritize cases based on case sentiment.

## Before you begin

Role required: sn\_hr\_core.case\_writer

## About this task

\[Omitted image "sentiment-analysis-view.png"\] Alt text: Sentiment analysis provides a sentiment of positive, neutral, or negative, sentiment score and sentiment trend

## Procedure

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

2.  <table id="table_emg_jm5_w2c"><thead><tr><th>

To

</th><th>

Do this

</th></tr></thead><tbody><tr><td>

Navigate in Core UI

</td><td>

1.  Go to **All** &gt; **HR Case Management** &gt; **Agent 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 \[Omitted image "icon-more-info.png"\] Alt text: icon for seeing information about sentiment when you click to see the reasons for the sentiment.


</td></tr><tr><td>

Navigate in Agent Workspace for HR Case Management

</td><td>

1.  Go to **Workspaces** &gt; **HR Agent workspace**
2.  Go to **Cases** &gt; **Open**
3.  Select a case.
4.  Select the information icon \[Omitted image "icon-more-info.png"\] Alt text: The information icon provides an explanation for why a particular sentiment has been assigned to see the reasons for the sentiment.


</td></tr></tbody>
</table>3.  In Core UI or Agent Workspace for HR Case Management view, you can sort the cases based on the sentiment and the sentiment trend.

4.  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 \[Omitted image "icon-more-info.png"\] Alt text: The information icon provides an explanation for why a particular sentiment has been assigned next to the sentiment.

    3.  Select the information icon \[Omitted image "icon-more-info.png"\] Alt text: 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.


**Parent Topic:**[Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/use-now-assist-hr.md)

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