3656930 - Sentiment Is Not Accurate When Multiple Emails Are Present On One Case

The sentiment assigned to the emails in your case does not update or does not reflect the latest interaction when multiple emails are associated to the same case.

• SAP Service Cloud V2

If you are sending the full email chain in each response then the full chain will be taken into account for the sentiment value.

 If you want only the most recent email to be taken into account then please refrain from resending the full email chain in each interaction.

Sentiment, Case,V2, C4C, ML, Machine Learning, Email, Interaction , KBA , CEC-CRM-ML , Machine Learning for SAP Sales/Service Cloud , Problem