Analyze the sentiment of a service problem case using ServiceNow Otto for TMT

task australia Updated Sep 10, 2026 1 min read now-assist-tmt-analyze-sentiment-spc-adr.md

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

Navigate to Workspaces > CRM Workspace > Lists > Alternative Dispute Resolution > All.
Open the ADR case that you are working on.
Select Investigate stage.
On the Lookup record history activity, under the Relevant record section, navigate to the complaint cases.
Select the information icon ([Omitted image "icon-more-info.png"] Alt text: 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.
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 ([Omitted image "icon-helpful.png"] Alt text: Helpful icon.). If you think that the sentiment information wasn’t helpful, select the not helpful icon ([Omitted image "icon-not-helpful.png"] Alt text: Not helpful icon.). 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).

Option

Procedure

Provide feedback for the summary

If you think that the sentiment information was helpful, select the helpful icon ([Omitted image "icon-helpful.png"] Alt text: Helpful icon.).
If you think that the sentiment information wasn’t helpful, select the not helpful icon ([Omitted image "icon-not-helpful.png"] Alt text: Not helpful icon.). 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).

## What to do next

Complete the remaining steps to execute the ADR case record. To learn more, see Create a Customer Dispute Management case.

Parent Topic:Investigate customer disputes

67 lines · 3.3 KB Wrap lines

---
title: Analyze the sentiment of a service problem case using ServiceNow Otto for TMT
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/now-assist-tmt-analyze-sentiment-spc-adr.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Investigate customer disputes, Use Customer DIspute Management, Use, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Analyze the sentiment of a service problem case using ServiceNow Otto for TMT

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 **Workspaces** &gt; **CRM Workspace** &gt; **Lists** &gt; **Alternative Dispute Resolution** &gt; **All**.

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 \(\[Omitted image "icon-more-info.png"\] Alt text: 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.  After you're finished analyzing the sentiment, manage the results.

<table id="choicetable_md1_nyf_xyb"><thead><tr><th align="left" id="d34200e133">

Option

</th><th align="left" id="d34200e136">

Procedure

</th></tr></thead><tbody><tr><td id="d34200e142">

**Provide feedback for the summary**

</td><td>

-   If you think that the sentiment information was helpful, select the helpful icon \(\[Omitted image "icon-helpful.png"\] Alt text: Helpful icon.\).
-   If you think that the sentiment information wasn’t helpful, select the not helpful icon \(\[Omitted image "icon-not-helpful.png"\] Alt text: Not helpful icon.\).
 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 \(sys\_generative\_ai\_log\_list.do\).

</td></tr></tbody>
</table>
## 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/create-adr-case-record.md).

**Parent Topic:**[Investigate customer disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/investigate-customer-dispute.md)