Decision trees and guidances enable agents to work through a structured troubleshooting process to resolve customer issues faster and provide standardized resolution.

Decision trees

A decision tree is a multi-step process that includes a series of questions, answers, and a guidance for an agent to follow. This process is made up of different decision tree elements, including nodes, inputs, and paths. For more information, see Decision tree elements.

Decision trees contain different types of nodes. Decision nodes represent one or more questions. Guidance nodes provide recommendations to agents. Each decision tree has a root node called the start node. Each node includes a path to the next node. Based on the answers to the questions, each decision node leads to an outcome, which can be a guidance, a follow-up question, or another decision tree.

Guidances

A guidance is an action that an agent can take or information that an agent can share. For example, a guidance can recommend that the agent can share a knowledge article or create a work order. Agents can perform the action by clicking a button on the card.

Decision tree example

The following example uses a flowchart to show the structure of a decision tree that determines customer eligibility for a promotion. This promotion is available to customers who opened their accounts within the last 30 days.

The agent can select one of two paths to answer the question "Is this a new customer?"

• The No path indicates that the customer isn’t eligible for the promotion.
• The Yes path asks an additional question to determine if the account has been open for more than 30 days.
  • If Yes, the customer isn’t eligible for the promotion.
  • If No, the customer is eligible to receive the promotion.

For more information about creating a decision tree, see the following topics:

• Configuring decision trees in Decision Tree Builder
• Create a decision tree in Core UI