3534989 - Sentiments are not visible in Email received in C4C System

Symptom

You do not see "Sentiments" visible for an Email received in the system

Environment

Cloud For Customer Version 2

Reproducing the Issue

Login to Tenant
Go to Cases
Check for any random case, which is created as "Source = Email"
Go to Timeline and here you see not sentiment being visible

Cause

You have model trained and active under "NLP Classification" Machine Learning Scenario.
But "Confidence Level" is disabled.

Resolution

You can adjust the threshold confidence level. The default value of the confidence level is 60.
Enable the same and they please check again with email.

Keywords

KBA , CEC-CRM-ML , Machine Learning for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions