Identify Customer Sentiment in Data 360 Reports (Beta)

Use the AI_SENTIMENT function in row-level or summary-level formulas in Data 360 reports to analyze customer feedback and identify sentiment trends without writing code or building data pipelines. By classifying unstructured text from support tickets, reviews, call transcripts, and other sources as Positive, Negative, Neutral, Mixed, or Unknown, you can quickly analyze customer experiences alongside your structured data.

Where: This change applies to Data 360 in Developer, Enterprise, Performance, and Unlimited editions.

Note AI Sentiment Function in Data 360 Reports is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer’s sole discretion.

How: From Setup, in the Quick Find box, enter Reports and select Reports and Dashboards Settings. Then, select Enable AI Sentiment Function in Data Cloud Reports (Beta).

In the report edit mode, add a row-level or a summary level formula to access the AI_SENTIMENT function. You can add a formula such as AI_SENTIMENT(Support_Ticket_Text__c) to analyze the customer sentiment in support tickets.