---
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


---

# Add questions or instructions to a decision tree

# Add questions or instructions to a decision tree {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Add questions you want to ask your customers or instructions you want to provide to them and configure answer types in a start node in Decision Tree Builder.

## Before you begin

Role required: admin, sn_gd_core.decision_tree_author

## About this task

The start node is the first node in a decision tree. It contains a task input and a minimum of one question or instruction. You can configure one or more questions to ask customers or instructions to provide to them.

## Procedure

1. Navigate to AllGuided DecisionsDecision Trees.
2. Select the decision tree from the list.
3. Select Open in Builder.
4. In Decision Tree Builder, select New node.
5. In the Node name field, enter a name for the start node.
6. **Optional:** In the Reference table field, select a table for the record type.  
   The table that you select for the task input does not necessarily have to be a task table. For example, you can select a case, incident, or interaction table for the record context to recommend this decision tree in a
   workspace.  
   Note:  
   You must select the same table as the reference table for the context record in Recommended Actions.
7. In the Question 1 section, enter a question or instruction for customers.  
   You can add text formatting, images, or links using the controls at the top of the Question 1 section.
8. **Optional:** Make this question a required question by selecting the Required question field.
9. Select the type of answer for your question.  
   For a description of the answer types, see [Answer types for questions](https://servicenow-prod.fluidtopics.net/fnU_bea5VLMiK6YWfUFIAA "Several answer types are available for agents to provide answers to questions in a decision tree.").

   The answer the customer provides to a question can be passed to other nodes and paths via input mapping.
10. **Optional:** Link inputs to reuse answers from prior nodes.  
    For more information, see [Reuse answers at decision points](https://servicenow-prod.fluidtopics.net/LpqemIEsl6DRL_01PzZegQ "Link inputs to reuse answers from prior nodes in Decision Tree Builder. For example, in a decision tree that deals with a loan application, you could reuse the input related to the customer’s salary at multiple decision points to determine the loan eligibility.").
11. **Optional:** Add more questions or instructions.
12. Select Save and close.

## What to do next

[Determine the next node displayed in a decision tree](https://servicenow-prod.fluidtopics.net/Rlp_0wc~dcOof_rtV0NYWg "Configure a path in Decision Tree Builder to set the conditions for when the next question or a guidance is displayed in a decision tree.")

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