When agents create a lead or an opportunity, the product catalog displays product selection guides that list available needs templates. Agents complete these guided questionnaires to receive relevant product offer recommendations to add to the lead or opportunity.

Key Features

• Needs Template: A questionnaire with guided questions linked to a needs decision tree that helps identify suitable product recommendations for customers.
• Needs Decision Tree: A multi-step, guided decision process created using the Decision Tree Builder. It defines questions, expected answers, decision paths, and guidance to direct agents through the questionnaire.
• Product Recommendations: Suggested product offerings based on questionnaire responses, helping agents add the right products to leads or opportunities.
• Decision Tree Builder: A visual tool for configuring decision trees by adding question nodes, defining paths, and attaching guidance. It supports various answer types such as Choice, Date, or Integers.
• Default Guidance: The Product Offering Recommendation guidance references relevant product offering data from the Needs Based Offering Recommendation table to support decision tree configuration.

Configuring Needs Analysis

To set up needs analysis, follow these steps:

• Create a needs-based product offering recommendation to define which products are suggested.
• Create and build a decision tree using Decision Tree Builder to structure the guided questionnaire.
• Create a needs template and associate it with the product catalog to make it available as a product selection guide.

Practical Benefits for ServiceNow Customers

By configuring needs analysis, your agents can efficiently guide customers through product selection, resulting in more accurate and relevant product recommendations. This enhances lead and opportunity management by ensuring that product offers closely match customer needs, improving sales effectiveness and customer satisfaction.