Configuring decision trees in Decision Tree Builder
Summarize
Summary of Configuring Decision Trees in Decision Tree Builder
The Decision Tree Builder allows process owners and business analysts to configure decision trees visually without coding. You can add nodes, define paths, and attach guidance, enabling effective troubleshooting processes. Decision trees can be validated and activated with a single action.
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Key Features
- Accessing the Builder: Open Decision Tree Builder via the 'Open in Builder' button on the decision tree record.
- Node Configuration: Create question or guidance nodes. Modify multiple questions in a node by deleting or rearranging them.
- Guidance Nodes: Provide agents with actions to resolve or escalate issues, either by selecting existing guidance or creating new ones in Core UI.
- Linking Nodes: Establish connections to child decision trees based on specific conditions.
- Path Creation: Define conditions for paths that connect nodes, including priority settings for path selection.
- Editing and Deleting: Update nodes and paths while ensuring data consistency. Note that leaf nodes can be deleted if not connected, but intermediate nodes cannot.
- Linking Inputs: Reuse input values across nodes to create path conditions.
Key Outcomes
By using the Decision Tree Builder, ServiceNow customers can streamline troubleshooting processes, enhance agent effectiveness through structured guidance, and maintain flexible decision-making pathways. The ability to validate and activate decision trees ensures efficient deployment of these configurations.
Configure decision trees using the no-code visual Decision Tree Builder, which provides a canvas for a diagrammatic representation of nodes and their paths in a troubleshooting process.
As a process owner or business analyst, you can configure decision tree by adding nodes, defining paths, and attaching guidances through Decision Tree Builder. For more information, see Decision tree nodes.
You can validate and activate a decision tree with a single action. For more information, see Activate a decision tree.
Decision Tree Builder canvas
Accessing Decision Tree Builder
You can access the Decision Tree Builder by selecting the Open in Builder button on the decision tree record.
Configuring question and guidance nodes
You can configure a new node as a question node or a guidance node. When there are multiple questions in a start node or a question node, you can delete a question or change the order of the questions. For more information, see Add questions or instructions to a decision tree.
Guidance nodes provide actions to agents to resolve or escalate a customer issue. You can either select a guidance from the list of available guidances or create a guidance in Core UI. You can then configure guidance inputs by entering static values or reuse inputs from prior nodes. For more information, see Provide actions to agents in a decision tree.
Linking node
You can configure a new node as a linking node to link a child decision tree to the current decision tree. This linking connects the execution of the primary decision tree to another decision tree when a specific condition is met. For more information, see Link an activated decision tree to this decision tree.
Creating paths for the next nodes
A path in a decision tree connects one node to another. You can configure a condition to define when the path must be taken. Selecting certain answers can be a condition for the path. The priority order for a path sets the precedence of one path over another.
For more information, see Determine the next node displayed in a decision tree.
Editing a node or a path
When you edit the inputs of nodes and their paths, make sure to update the following nodes as well because they might be reusing data from these inputs.
Deleting a node or a path
- You can delete a leaf node if it isn’t connected to any path or a node.
- Deleting a leaf node removes the node from the decision tree but the configuration of the path before the deleted node remains intact.
- You can't delete an intermediate node or path.
- When you delete the question node after a guidance node, both the question node and the path are deleted.
Linking inputs
You can link inputs from one node to another to reuse input values from prior nodes. You can use linked inputs to create path conditions. For more information about input mapping in the question node or guidance node, see Linking inputs in decision tree nodes.
For more information, see Reuse answers at decision points.