2895806 - How to Activate the Text Analysis Sentiment for Social Media Messages and Tickets in SAP Cloud for Customer

You would like to know how to activate the Text Analysis Sentiment for social media messages and tickets in the SAP Cloud for Customer.

SAP Cloud for Customer

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. See that the Sentiment field is not shown for the tickets in the list.

The field Sentiment needs to be added via UI Adaptation in the Cloud for Customer system.

To add the field in the ticket list, follow the steps below:

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open the user options in the top-right corner.
4. Click Start Adaptation.
5. Select to edit the ticket list.
6. Scroll down the field list until you find the Sentiment field.
7. Click on the field.
8. Check the box Personalize.
9. Check the box Set as Visible.
10. Uncheck the box Hide (if checked).
11. Exit the adaptation.
12. See the field is now displayed for all tickets in the list.

Please notice that a prerequisite for the sentiment to be available is to have the Ticket NLP Classification machine learning model active in the system.

Machine Learning; Text Analysis; Sentiment; Social Media; Channels; Ticket; Service; C4C; Ticket NLP Classification; Interactions; , KBA , LOD-CRM-ML , C4C Machine Learning , How To

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