Analyze sentiments in Now Assist 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

Procedure

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

2. To	Do this
   Navigate in Core UI	Go to All > HR Case Management > Agent Workspace for HR Case Management The case list view appears. You can analyze the Sentiment and Sentiment trend for the case list. Select a case. The case form view appears. In the Sentiment field, select the information icon Image omitted: icon-more-info.png icon for seeing information about sentiment when you click to see the reasons for the sentiment.</li>
   Navigate in Agent Workspace for HR Case Management	Go to Workspaces > HR Agent workspace Go to Cases > Open Select a case. Select the information icon Image omitted: icon-more-info.png The information icon provides an explanation for why a particular sentiment has been assigned to see the reasons for the sentiment.</li>

   1. In Core UI or Agent Workspace for HR Case Management view, you can sort the cases based on the sentiment and the sentiment trend.

   2. 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

   Image omitted: icon-more-info.png
   The information icon provides an explanation for why a particular sentiment has been assigned next to the sentiment.

   3.  Select the information icon
   

   Image omitted: icon-more-info.png
   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 Now Assist for HR Service Delivery (HRSD) in Agent Workspace

   Related topics

   Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)

   Summarize a Sidebar discussion by using Now Assist for HRSD

   Generate a chat reply recommendation by using Now Assist for HRSD

   Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD

   Generate a knowledge article from multiple cases

   Generate an email reply recommendation using Now Assist for HRSD

   Summarize an HR case using Now Assist for HRSD

   Generate resolution notes using Now Assist for HRSD

   View employee summary reports

   Summarize actions while transferring an HR case

   Use Knowledge Graph in Now Assist for HRSD

   Use Now Assist for HR - Galileo Inside to answer HR-related questions

   Use the Now Assist panel in HR Agent Workspace

   Submit an HR request with Gen AI Virtual Agent

   Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework