Microsoft Sentiment Analysis for Zoho CRM | Online Help | Zoho CRM

Microsoft Sentiment Analysis for Zoho CRM

The Microsoft Sentiment Analysis extension for Zoho CRM analyzes and scores the sentiments of each customer's comments, helping salespeople know whether the client is happy or sad throughout the engagement. This feature evaluates text and returns sentiment scores for the comment, making it ideal for detecting positive and negative sentiment in customer reviews, social media comments, discussion forums, and more.
Note: Please note that the Microsoft Sentiment Analysis extension for Zoho CRM is available in US, EU, CN, IN, CA, and JP datacenters.

Installing the extension

You can install the  Microsoft  Sentiment Analysis extension either from Zoho Marketplace or from within your Zoho CRM account as follows:
  1. Go to Setup > Marketplace > All. The installed extensions will all be listed here.
    Click     All Extensions to view the extensions supported by your CRM edition.
  2. Under All Extensions, browse for and click Microsoft Sentiment Analysis.
    The details about the extension will be available.
  3. Click Install.
  4. Agree to the terms of service and click Install.

  5. Choose one of the following, then click Confirm:
    1. Install for admins only - The extension will only be installed in CRM for users with the administrator profile.
    2. Install for all users - The extension will be installed in CRM for all users.
    3. Choose profiles - The extension will be installed in CRM for manually chosen users. Choose this option, click Confirm, then select the desired profiles.
      The extension will be installed automatically for the specified users.

  6. In the pop-up, click Authorize.
  7. Sign in with your Microsoft credentials, and click Finish.

Note:
  1. If you skip this step, you can authorize it later from your Setup page in Zoho CRM. To do so, go to Setup > Marketplace > All. Find the Microsoft Sentiment Analysis extension and click Configure.
  2. The extension only works when authorized with Global Admin Microsoft account.

Configuring extension settings

Once the extension is installed and authorized, you will be redirected to the Configuration Settings page.
  1. Select your Subscription Name.
  2. Select the desired Cognitive Service from the drop-down.
  3. Click Save.

Once configured, you can access the extension in the Cases module of Zoho CRM.

Getting sentiment scores

All types of comments and feedback from the customers will be added as separate cases in the Cases module in Zoho CRM.

To get sentiment scores:
  1. Go to the Cases module.
  2. Open the desired record.
    Under     Description Information, the comments from the customer will be displayed.
    Under     Sentiment, the nature of the comment will be shown.
    Under     Sentiment Score, the comment will be rated and given a numerical score.

Uninstalling the extension

To uninstall the extension:
  1. Go to Setup > Marketplace > All. The installed extensions will all be listed here. Under All Extensions, you can view all the extensions supported in your CRM.
  2. Browse for Microsoft Sentiment Analysis and click the corresponding Uninstall link.
  3. Click Ok to confirm and uninstall the extension.