---
schema_version: "1"
id: c7fd29589248a8104d22c182c88025fac36a453d5325676c71acabff962f8d51
title: Sentiment (SENT) Score
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_sent.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_sent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7652c18240bcbcc7a4353d43b93097e5ac345992020e0c154db8611b179edbb1
description: Measures emotional tone across customer conversations, text, and feedback to reveal underlying attitudes and opinions. It unifies textual and vocal sentiment across all interactions across marketing, sales calls, field notes, and billing to surface emotional drivers of loyalty or risk for proactive resolution and customer experience improvement.
products:
  - Cross Cloud
release: "264"
---
# Sentiment (SENT) Score

Measures emotional tone across customer conversations, text, and feedback to reveal underlying attitudes and opinions. It unifies textual and vocal sentiment across all interactions across marketing, sales calls, field notes, and billing to surface emotional drivers of loyalty or risk for proactive resolution and customer experience improvement.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## SENT Use Cases

- To detect early warning signals of dissatisfaction or emotional disconnect before a customer submits a formal complaint or bad survey.
- To identify coaching opportunities for service or sales teams by analyzing the emotional tone of their interactions.
- To monitor the impact of marketing campaigns by tracking spikes in positive or negative sentiment across public channels and direct responses.

## SENT KPIs

![SENT KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_sent.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d780e88">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d780e91">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Sentiments by Clustered Contact Reasons</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Identifies systemic emotional trends by grouping related topics such as billing
                or onboarding into broader clusters.</p>
              <p style="margin-bottom:0;">It helps leaders spot high-level friction
                points that require broad process improvements rather than just fixing isolated
                incidents.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">
              <p>Sentiment by</p>
              <ul>
                <li>Contact Reason</li>

                <li>Product</li>

                <li>Key Phrase</li>

                <li>Entity</li>

              </ul>
            </td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Offers granular diagnostics by isolating the emotional tone attached to specific
                products, named entities, or exact contact reasons.</p>
              <p style="margin-bottom:0;">It allows product and service
                teams to pinpoint exactly what feature or policy is driving joy or frustration,
                enabling precise fixes.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Positive Sentiment Percentage</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Tracks the volume of favorable interactions, serving as a direct indicator of
                brand advocacy and successful customer experiences.</p>
              <p style="margin-bottom:0;">A rising trend here validates
                that improvements in product or service delivery are emotionally resonating with
                the customer base.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Negative Sentiment Percentage</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Acts as an early warning system for churn by quantifying the volume of friction
                and dissatisfaction in customer communications.</p>
              <p style="margin-bottom:0;">Spikes in this metric trigger
                immediate alerts, allowing teams to intervene with at-risk accounts before
                frustration turns into attrition.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Neutral Sentiment Percentage</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Measures the baseline of transactional interactions where customers are not
                delighted or distressed, often representing routine operations.</p>
              <p style="margin-bottom:0;">Tracking this
                helps identify opportunities to upgrade standard service transactions into
                memorable, positive experiences.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Mixed Sentiment Percentage</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">Identifies complex interactions where customers express both satisfaction and
              frustration simultaneously, such as loving a product but hating the delivery. It
              highlights areas where partial success is being undermined by specific friction
              points, guiding nuanced process tuning.</td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e88 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d780e91 ">
              <p>Surfaces accounts exhibiting high levels of negative emotional tone in
                unstructured communications such as emails, calls, tickets.</p>
              <p style="margin-bottom:0;">It serves as an early
                warning system, flagging customers who are emotionally distressed or frustrated
                even if they haven't submitted formal negative feedback.</p>
            </td>

          </tr>
        </tbody>
      </table>

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_tip.png)

Tip You can filter Sentiment Score and its KPIs by channels, such as email, chat, and message.