--- schema_version: "1" id: 158fb27158684cdb3825365a778e5bf5fd36149662198e226737800d0cd1e98a title: Sentiment Analysis collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/data/264-0-0/c360_a_ai_predictive_model_sentiment.md canonical_url: https://help.salesforce.com/s/articleView?id=data.c360_a_ai_predictive_model_sentiment.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 7b8adb403d24ea0690a6fb982bde48f4200289aebbd956acdc405bb5883b04c8 description: Use sentiment analysis in Data 360 to evaluate unstructured text and learn how customers feel about your brand, product, or service. For each record, such as a customer review or survey response, the model assigns a positive, negative, or neutral label and a confidence score. To filter audiences, build dashboards, and trigger automations, apply the model outputs. products: - Data 360 release: "264" --- # Sentiment Analysis Use sentiment analysis in Data 360 to evaluate unstructured text and learn how customers feel about your brand, product, or service. For each record, such as a customer review or survey response, the model assigns a positive, negative, or neutral label and a confidence score. To filter audiences, build dashboards, and trigger automations, apply the model outputs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-data-data_cloud-264-0-0-production-enus/f3569962-3c9b-4f83-9d0c-b6a574e785da/images/icon_note.png) Note All sentiment analysis models and algorithms use the new runtime. ## Use Cases Forecasting supports various use cases.

TYPE	USE CASE	WHAT DOES IT SOLVE
Marketing	Refine Campaigns	To improve messaging, analyze sentiment in campaign responses.
	Segment Audiences	Target promoters, neutrals, and detractors differently.
	Track Brand Perception	Monitor how campaigns impact sentiment over time.
Service	Prioritize Cases	Identify and escalate negative sentiment quickly.
	Improve Support Quality	Analyze sentiment in interactions to coach reps.
	Reduce Churn	Detect unhappy customers early and trigger recovery actions.
Sales	Deal Health Scoring	To gauge deal momentum, analyze sentiment in emails, call transcripts, and meeting notes.
	Pipeline Prioritization	Focus on opportunities with sentiment that improves or remains consistently positive.
	Upsell and Cross-Sell	Identify satisfied customers with positive sentiment as strong expansion candidates.

## Considerations Before you apply a sentiment analysis model, review these considerations. - Use clean, relevant text data, such as customer reviews or case comments. - Combine sentiment with other data, such as behavior or demographics, for better insights. - Analyze trends over time rather than individual results. ## Limitations Before you use sentiment analysis, review these limitations. - Short, vague, or highly technical text is difficult to interpret. - Sarcasm and nuanced language affect accuracy. - Results depend on the quality and context of the input data.