What can be selected while choosing a format for case subjects from social posts?

Selecting sentiment as a format for case subjects from social posts is important because it helps analyze the emotional tone behind the posts. This understanding aids organizations in prioritizing cases and responding appropriately based on how users feel about their experiences or issues. By categorizing cases according to sentiment—such as positive, negative, or neutral—companies can better tailor their customer service approaches to address concerns and capitalize on positive feedback.

In the context of social media, sentiment analysis can alert service teams about potential crises or amplify positive engagements, allowing for a more strategic and effective response. It also fosters a more empathetic approach to customer service, where agents can prioritize cases that require immediate attention based on negative sentiment.