---
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 Decisions to playbooks

# Add Guided Decisions to playbooks {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Add decision trees created using 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

A playbook is set of steps that defines a process. A decision tree can be added as
one of the steps within a playbook.

Playbooks are displayed in cases on Agent Workspace based on trigger definitions defined for each playbook in the Process Automation Designer. For more details, see [Process Automation Designer](https://www.servicenow.com/docs/access?context=process-automation-designer&version=australia&pubname=australia-build-workflows&ft:locale=en-US). Based on the context of the
case the customer service agent is working on, the playbook and any associated decision trees are displayed.

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.
5. In the Details tab, fill in the basic details of your activity.

   | Opção | Descrição |
   | Label | Unique name for your activity. This name appears in user-facing views of your playbook. |
   | Description | Description of your activity. |
   | Run condition | After the activity starts, the activity runs only if specific conditions are met. |
   | When to start | Options when your activity must start: * After Previous: This activity starts when the preceding activity has a state of Skipped or Complete. * Immediately: This activity starts when its stage starts running. Your activity doesn't depend on the state of any preceding activities. * With Previous: This activity starts when the immediately preceding activity starts running. {#add-guided-decision-playbook__ul_vkr_bt4_wlb} |
   |-|-|

   {#add-guided-decision-playbook__choicetable_n4l_ydt_vlb}
6. Select View all properties.
7. In the Automation tab, in the Decision tree field, select the decision tree you want to add to the guided decision.
8. Select Done.
9. 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.")