2734926 - Tickets Sentiment Analysis Not Available

Symptom

The Sentiment is displaying the status as Not Available within the Ticket Interactions facet.

Environment

SAP Cloud for Customer

Reproducing the Issue

Go to the Service work center.
Select the Tickets view.
Open Ticket ABC (ABC represents the Subject of the Ticket).
Go to the Interactions facet, there check that the sentiments are displaying the message Not Available.

Cause

There are 2 possible causes for this behavior. One is that a Business Configuration Scoping question is not marked. Another possible root cause is that the language of the channel is different from the language of the message.

Resolution

Reason 1 - Missing Business Configuration Scoping question

Go to Business Configuration Work Center.
Go to the Implementation Projects View.
Select Edit Project Scope.
Go to the Questions tab.
Expand Service -> Customer Care -> Service Request Management.
Mark the questions "Enable SAP HANA text analysis to automatically tag during ticket creation?", "Enable SAP HANA text analysis to automatically assign a product to a ticket during ticket creation?" and "Do you want to enable the profanity check for all outgoing messages?".

Reason 2 - The language of the channel is different from the language of the message.

Go to the Administrator work center
Open the Service and Social Settings
Choose Social Media Channels edit it and check the language of the Channel. If you are receiving social media messages in another language, then the sentiment will not be set. (E.G your customers are sending positive messages in Portuguese, but the language of the channel is set to English)
Make the necessary changes setting the language based on your customer interactions.
Save it and execute the run again.

Keywords

Tickets; Interactions; Sentiments; Not Available; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions