Configure sentiment analysis case

---
title: Configure sentiment analysis case
description: Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/now-assist-for-csm/configure-sentiment-analysis-in-now-assist.html
release: brazil
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Activate ServiceNow Otto Skills, Configure, ServiceNow Otto for CSM, Customer Service Management]
---

# Configure sentiment analysis case

Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.

## Before you begin

Role required: admin

Sentiment analysis is generated from the information that you enter in the following fields:

-   Description
-   Short Description
-   State
-   Priority
-   Additional Comments

Any modifications to the names or labels of these fields can result in issues with sentiment analysis.

Sentiment is calculated using several factors:

-   Latest requester comment
-   Previous comments for context
-   Sentiment history \(trend\)
-   Issue complexity and priority
-   Feedback in comments
-   Frequency of updates and response time
-   Language tone

The Sentiment Reasoning field in the record provides details on which factors were considered for reasoning. This includes:

-   Exact tone in the given inputs.
-   Feedback in recent comment.
-   Task priority.

## Procedure

1.  Navigate to **Admin > AI Admin Hub> AI Skills**.

2.  Select the **Customer** workflow, and **CSM** as the product.

3.  Activate Skill for the **Sentiment Analysis Case** skill.

    Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select **Save and continue** to move forward, or **Back** to return to a previous step.

4.  Select **General details** and edit name and description of the skill.

    Additional information regarding details of the skill are displayed, but can't be edited.

5.  Select **Choose Input** and review the tables and fields to create prompts that determine where data is pulled from.

    **Note:** You can't modify the input data source.

<table id="id_xlz_fhc_4fc"><thead><tr><th>

Input

</th><th>

Description

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

Input table

</td><td>

Case \[sn\_customerservice\_case\]

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

Input fields

</td><td>

-   Description
-   Short Description
-   State
-   Priority
-   Additional Comments


</td></tr></tbody>
</table>6.  Select **Role attribution**

    **Note:** You can't modify the input data source.

<table id="table_erm_mzt_pfc"><thead><tr><th>

Input

</th><th>

Description

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

Input table

</td><td>

Case \[sn\_customerservice\_case\]

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

requester fields

</td><td>

-   Consumer
-   Contact
-   Created by
-   Opened by


</td></tr></tbody>
</table>7.  Select **Define Availability** to customize how and when the skill capability is active and accessible.

    -   Select **Skill is always available** so no restrictions are placed on when a skill is available.
    -   Select **Customize skill availability** to define conditions and use the condition builder to configure fields and values.
8.  Select **Define Trigger** and edit the job schedule period to configure how often the skill runs.

    To enable a scheduled job for a custom table, follow these steps:

    1.  Navigate to **All** &gt; **System Definition** &gt; **Scheduled Jobs**.
    2.  Search and select **Sentiment analysis scheduler job CSM**.
    3.  Replace the table name sn\_customerservice\_case with the name of your custom table in the script.
    4.  Select **Update**.
9.  Select **Enable dashboard** to see sentiment analysis across cases.

10. Select **Define access** to determine who can access this skill.

    By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step **Select display**.

    Default and Custom Roles:

    -   If no changes are made, the default role sn\_customerservice\_agent or sn\_customerservice.consumer\_agent will automatically appear in **Define Access** and **Select Display**.
    -   If custom roles were added before the upgrade, they are updated automatically by a script.
    -   If new roles are created after the upgrade, you must manually add them in both the **Define Access** and **Select Display**.

        **Note:** In the **Select Display** step, you can only choose roles that were added in the **Define Access** step. If you add a role in **Define Access**, you still must manually select it in **Select Display** to make it active.

11. In **Select Display** toggle to determine if sentiment analysis appears in In-product desktop, displaying AI skills on forms and workspaces.

12. After selecting **Review and Activate** to examine changes, select **Done** to close the Sentiment Analysis generation settings.

13. Select **Activate** to turn on the skill for agents and complete the configuration.


Additional information:

-   Verify that CRM Workspace Foundation plugin version is 25.1.4
-   To access the Sentiment field, refer to the information available at these KB links:
    -   [Sentiment analysis card is missing in case records in both CSM UI16 and workspace UIs on ServiceNow Otto for CSM Sentiment Analysis feature activation](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2105461).
    -   [Sentiment analysis card display on a record in CSM workspace](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2105452)