---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Add Guided Decision with inputs/outputs to Playbook

# Add Guided Decision with inputs/outputs to Playbook {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Add decision trees created using the Guided Decision with Inputs and Outputs activity in the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.

## Antes de Iniciar

Role required: admin, pd_content_author

## Por Que e Quando Desempenhar Esta Tarefa

The Guided Decision with Inputs and Outputs activity is a playbook activity that enables decision trees to be used in playbooks with the ability to pass input parameters and retrieve output values. This activity allows you to
select a specific decision tree version and configure input parameters that map to the questions defined in the first node of the decision tree. The activity supports versioning, where each activation of the decision tree
builder creates a new version, and playbook activities continue using their configured version until manually updated. When a decision tree is activated to create a new version, you receive a notification message listing all
playbooks and activities that reference the decision tree, with direct links to facilitate version updates.

For more details on playbooks for Customer Service Management, see [Playbooks for Customer Service Management](https://servicenow-prod.fluidtopics.net/~tGmAhFb123WuZSyDhuihg "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.").

## Procedimento

1. Navigate to AllProcess AutomationProcess Automation Designer.  
   Playbooks opens in a new tab.
2. Select the process you want to add the decision tree to.
3. Select Add activity.
4. Select Guided Decisions ExperienceGuided Decisions with inputs/outputs.
5. In the Details tab, fill in the details of the activity and select Save and close.  
   {#add-gd-input-output-playbook__table_j5f_wx3_c3c__entry__2}

   | Field | Description |
   |-|-|
   | Label | Unique name for your activity. This name appears in user-facing views of the playbook. |
   | Description | Brief description of the activity. |
   | Activity definition |   |
   | Schedule ||
   | Start rule | Defines when to start the process the activity. Select one of the following: * When stage starts: Your stage starts running as soon as the playbook starts. * After specific activities: Your stage starts running after specified stage(s) have finished running.Starts after: {#add-gd-input-output-playbook__ul_lsq_4z3_c3c} |
   | Display order | When there are multiple stages running at the same time, define the order in which stages appear during a playbook run. Nota: In Workflow Studio, this can also be helpful when viewing parallel activities in Diagram view. |
   | Start with delay | Waits for a certain duration before running the activity when the start rule is met. For more information, see [Start with delay input properties](https://www.servicenow.com/docs/r/0MvJg~UYByX0VxWLomI71w/0bU5ECLrTgx0LIrj6BCf~w). |
   | Restart rules | Defines how the activity runs when the playbook is restarted. * Skip on restart * Run always * Skip on first run {#add-gd-input-output-playbook__ul_h4k_p2j_c3c} |
   [Tabela 1. Details tab in the Guided Decisions with Inputs/Outputs activity]

   {#add-gd-input-output-playbook__table_j5f_wx3_c3c}
6. In the Automation tab, fill in the following fields.  
   {#add-gd-input-output-playbook__table_rqy_cbj_c3c__entry__2}

   | Field | Description |
   |-|-|
   | Automation | See or open the action, subflow, or flow that drives the activity. |
   | Inputs | Configure inputs for the action, subflow, or flow that is driving the activity. Not all activities require user input. Define the values of the activity's inputs. |
   | Inputs ||
   | Decision tree | Decision tree as one of the steps within a playbook. |
   | Decision tree version | Active version of the decision tree. Nota: The activity supports versioning, where each activation of the decision tree builder creates a new version, and playbook activities continue using their configured version until manually updated. |
   | Outputs | Outputs of the action, subflow, or flow that is driving the activity. |
   [Tabela 2. Automation tab in the Guided Decision with inputs/outputs activity]

   {#add-gd-input-output-playbook__table_rqy_cbj_c3c}  
   Nota:  
   The activity provides a refresh capability that allows you to update to the latest decision tree version while preserving existing input mappings and adding any new input fields that were introduced in the newer version.
7. Select Save and close.
8. In the main header, select Activate.  
   Activating your process publishes it so that it runs when triggered.

## Resultado

The decision tree is added to the playbook. Depending on the context of the case, customer service agents can access the decision trees from cases on Agent Workspace.
**Conceitos relacionados**   

* [Configuring Guided Decisions](https://servicenow-prod.fluidtopics.net/1pq9AGVL1bfY6N7Cbe~n7A "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.")
* [Configuring guidances and decision trees](https://servicenow-prod.fluidtopics.net/f2xcJ1~Flp1nkgzkvZKeCQ "Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.")