Create a decision tree in Core UI

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Create a decision tree that agents can use to troubleshoot solutions to customer issues.

    Vorbereitungen

    Role required: admin, sn_gd_core.decision_tree_author

    Warum und wann dieser Vorgang ausgeführt wird

    Decision trees are first created in Core UI. You then use Decision Tree Builder to configure the start node and add nodes and paths to build a decision tree.

    Prozedur

    1. Navigate to All > Guided Decisions > Decision Trees.
    2. On the Decision Trees page, select New.
    3. On the form, fill in the fields.
      Tabelle : 1. Decision Tree form
      Field Description
      Name The internal name of the decision tree.
      Action Label The label of the call-to-action button on the Recommended Actions card.
      Description The description of the decision tree to show on the Recommended Actions card.
      Title The external name of the decision tree that end-users or agents see in a workspace.

      If the Title field is empty, the internal name is shown as the external name on the Recommended Actions card.
      Question font size The font size of the questions in the guided decision tree. It reflects in the workspace and service portal.

      The font size defined in the parent decision tree is inherited by the child decision tree even though the Question font size for the child decision tree has its own Question font size defined.

      You may need to configure the form to add this field.
      Show a dismiss button Shows or hides the Dismiss button that cancels the flow of a decision tree. This field is turned on by default.
    4. Select Submit.

    Ergebnisse

    A decision tree record and a start node are created.

    Nächste Maßnahme

    Configure a start node to add initial set of questions or instructions to a decision tree in Decision Tree Builder.