--- sourceDocument: Xanadu Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Components installed with Guided Decisions Experience # Components installed with Guided Decisions Experience {#ariaid-title1} * Release version: Xanadu * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Several types of components are installed with the Guided Decisions Experience application, including tables, roles, and guidances. ## Tables {#components-installed-with-guided-decisions__section_bnp_zqd_ywb} The following tables are added to your instance with the activation of Guided Decisions Experience.{#components-installed-with-guided-decisions__table_efw_1rd_ywb__entry__2} | Table | Description | |-|-| | Decision Tree \[ga_decision_tree\] | Stores details of all decision trees. | | Decision Tree Node \[ga_decision_tree_node\] | Stores details of all decision tree nodes in each decision tree. | | Decision Input Mapping \[ga_decision_input_mapping\] | Stores input-mapping details such as source node, source input, destination node, and destination input. | | Decision Tree Version \[ga_decision_tree_version\] | Stores decision tree versions with states. | [Table 1. Tables added with Guided Decisions Experience activation] {#components-installed-with-guided-decisions__table_efw_1rd_ywb} ## Roles {#components-installed-with-guided-decisions__section_jym_wrd_ywb} The following roles are added to your instance with the activation of the Guided Decisions, Guided Decisions Experience, and Recommended Actions plugins.{#components-installed-with-guided-decisions__table_zn2_xrd_ywb__entry__3} | Role | Description | Contains roles | |-|-|-| | Decision tree author \[decision_tree_author\] | Creates, views, updates, and deletes decision trees. Note: This role is automatically given to customer service managers. | * decision_table_admin * sn_gd_guidance.guidance_manager * decision_tree_user {#components-installed-with-guided-decisions__ul_lds_1sd_ywb} Note: Included with the Guided Decisions plugin. | | Decision tree user \[decision_tree_user\] | Views decision trees. Note: This role is automatically given to customer service agents. | * decision_table_reader * sn_gd_guidance.guidance_user {#components-installed-with-guided-decisions__ul_wrb_bsd_ywb} Note: Included with the Guided Decisions plugin. | | Guidance manager \[sn_gd_guidance.guidance_manager\] | Creates, views, updates, and deletes guidances, which are outcome of a decision tree. Note: This role is automatically given to customer service managers. | sn_gd_guidance.guidance_user Note: Included with the Guided Decisions - Guidance plugin. | | Guidance user \[sn_gd_guidance.guidance_user\] | Views guidances. Note: This role is automatically given to customer service agents. | uxframework_user Note: Included with the Guided Decisions - Guidance plugin. | | Playbook author \[pd_content_author\] | Adds decision trees and guidances to a new or existing playbook for service agents to access on their workspace. | * sn_gd_core.decision_tree_user * pd_shared.user * pd_trigger_author {#components-installed-with-guided-decisions__ul_p51_cnj_1xb} | | Resource Generator author \[sn_nb_action.resource_generator_author\] | Configures resource generators. | * flow_operator * decision_table_reader * platform_ml_read * sn_nb_action.trend_definition_author {#components-installed-with-guided-decisions__ul_gvl_hnj_1xb} Note: Included with the Recommended Actions plugin. | | Trend Definition author \[sn_nb_action.trend_definition_author\] | Configures trend definitions. | Note: Included with the Recommended Actions plugin. | [Table 2. Roles added with Guided Decisions and Recommended Actions] {#components-installed-with-guided-decisions__table_zn2_xrd_ywb} ## Guidances {#components-installed-with-guided-decisions__section_mt1_njl_d5b} The Guided Decisions Experience application includes the guidances described in the following table.{#components-installed-with-guided-decisions__table_e4p_rjl_d5b__entry__2} | Guidance | Description | |-|-| | Apply resolution from a solved case | Enables agents apply a resolution from recommended solved cases by clicking the Resolve case button on a card. The action copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved. | | Communicate Workaround | Enables agents to communicate a workaround from a recommended problem record by clicking a Communicate workaround button on a card. The action opens the guidance in the side panel. The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case. | | Create case task | Enables agents to create a case task for the current case by clicking a Create button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it. | | Create Work Order | Enables agents to create a work order for a case by clicking a Create button on a card. Creates a work order task and opens the task in a subtab. | | Link to existing defect | Enables agents to link an existing defect to the current case by clicking a Link to defect button on a card, which links the defect to the case and updates the work notes. | | Link to existing open case | Enables agents to link the current case to an existing open case by clicking the Link to this case button on a card. The action sets the open case as the parent of the current case. | | Offer Recommendation | Enables agents to recommend upgrade of a product to provided product model. | | Propose Resolution | Enables agents to enter resolution notes and a resolution code for a case by clicking a Propose Solution button on a card. | | Read message to customer | Enables an agent to indicate that a message was read to the customer during a call by clicking the Mark as read button on a card, and adding the message to the work notes. | | Reassign case | Enables agents to reassign the current case to a recommended assignment group by clicking a Reassign button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated. | | Review and attach article | Enables agents to review a recommended knowledge article in the contextual side panel. They can do this by clicking the Review and attach article button on a card, which opens the article in the side panel. In the side panel, agents can do the following: * Review the article. * Attach the article to the case. * Mark the article as helpful. * Open the article in a subtab. {#components-installed-with-guided-decisions__ul_vxz_h14_25b} | [Table 3. Guidance involved in Guided Decisions] {#components-installed-with-guided-decisions__table_e4p_rjl_d5b}