Sentiment Analysis

Overview

This skill provides a systematic approach to analyzing customer sentiment across CSM case communications and interactions. It helps you:

• Collect and analyze all customer-facing communications (emails, chat transcripts, comments, portal submissions)
• Assess sentiment polarity (positive, neutral, negative) and intensity across each communication
• Track sentiment progression over the case lifecycle to identify trends (improving, stable, deteriorating)
• Detect escalation risk indicators such as repeated contacts, negative language patterns, and SLA breaches
• Flag at-risk cases and accounts that require immediate attention or proactive outreach
• Provide sentiment scoring for account health dashboards and management reporting

When to use: When a CSM manager needs to assess customer satisfaction trends, when triaging cases for priority, when identifying accounts at churn risk, or when evaluating agent performance based on customer outcomes.

Prerequisites

• Roles: sn_customerservice_agent, sn_customerservice_manager, or csm_admin
• Access: Read access to sn_customerservice_case, interaction, sys_journal_field, sys_email, customer_account, csm_consumer, and sn_customerservice_sla tables