---
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


---

# Create a recommendation using decision tree

# Create a recommendation with the decision tree as an action type {#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

Create a recommendation to select Troubleshoot credit card transaction failure decision tree as an action type.

## Antes de Iniciar

Role required: sn_nb_action.next_best_action_author, admin

## Por Que e Quando Desempenhar Esta Tarefa

New recommendations can only be created inside the rules.

## Procedimento

1. Navigate to AllRecommended ActionsContexts.
2. Select the Case context.
3. Select Active rule from the Rules related list.
4. In the Recommendations related list, select New.
5. In the New Recommendation screen, select A guided flow to follow to create a recommendation of type decision tree.  
   A new Recommendation form is displayed with the Rule, Context, and Action type fields auto populated.
6. In the Name field, enter <kbd class="ph userinput">Troubleshoot credit card transaction failure</kbd>.
7. In the Action field, select the action.  
   The available actions are determined by the selection in the Action type field.
   1. In the Action field, select the lookup icon.  
      In the resulting pop-up window, the Table name field is auto populated with the table that stores the available actions for the selected action type.
   2. In the Document field, select the Troubleshoot credit card transaction failure decision tree by clicking the lookup icon.  
      For more information about how to create this decision tree, see [Create Troubleshoot credit card transaction failure decision tree](https://servicenow-prod.fluidtopics.net/WE1Gn9~7Gf2oO12OLiVnsQ "Before configuring a decision tree, process analysts should document the flow of the decision tree using a flow chart including the questions, answers, associated paths, and guidance.").
   3. Select OK.
   {#ex-create-recommendation__substeps_wj3_lnx_f5b}
8. In the Recommendation hint field, enter <kbd class="ph userinput">Troubleshoot credit card transaction failure</kbd>.  
   The hint explains to agents why a recommendation is being suggested.
9. Select Update.