---
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


---

# Decision tree nodes

# Decision tree nodes {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Decision trees include several types of nodes, including start nodes, question nodes, guidance nodes, and linking nodes.
A decision tree begins with a start node, which presents the first set of questions to an agent. The start node is typically followed by a question node, which asks another set of questions. A question node can be followed by
another question node, a guidance node, which provides a recommendation to an agent, or by a linking node, which includes a reference to another decision tree.

You can enable agents to modify their responses in previous nodes:

* Agents can go back to the previous node by selecting the Back button.
* Agents can jump to any previous node by selecting the Edit icon ![Edit icon]()) in the View my responses tab.

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For more information, see [Create a decision tree in Core UI](https://servicenow-prod.fluidtopics.net/~vZnJfaXETxaFt6evZ_MXg "Create a decision tree that agents can use to troubleshoot solutions to customer issues.") and [Add questions or instructions to a decision tree](https://servicenow-prod.fluidtopics.net/6Weg9BgSRXh4SLLu0uPsLw "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.").

## Start nodes {#guided-decision-tree-node-types__section_avm_kkb_ywb}

A start node is the first node in a decision tree. When you create a decision tree, you provide internal and external names, a title and short description, and a name for the action label. After saving the record, the system
creates the decision tree and the start node. You can use this start node to build the rest of the decision tree.

A start node includes a minimum of one question. A start node always has a task input of reference type so you can reuse the task input in other decision or guidance nodes via linking inputs. The task input includes a
reference to the table that stores the record type that the agent is working on.

## Decision or question nodes {#guided-decision-tree-node-types__section_psm_plb_ywb}

A question node asks one or more questions. The answer to the question leads to an outcome, which can be another question, a guidance for the user to follow, or another decision tree.  
A question node presents the agent with a question or instructions to follow to evaluate the customer's situation and provide the right solution. You can add HTML formatting, such as images, links, or text formatting to the question node. Examples of typical questions or instructions include:

* For resetting a password: "What is the customer's account ID?"
* For troubleshooting a faulty device: "What is the device type or model number?"
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The answers to the questions are used to create path conditions.

For more information about the available 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.").  
Note:  
Using unsupported input types can cause errors in the runtime experience.

## Guidance nodes {#guided-decision-tree-node-types__section_ikx_plb_ywb}

A guidance node proposes a solution to a customer's issue through a reference to a guidance, which provides a recommendation to an agent. Examples of a guidance include recommending a knowledge article, creating a work order,
or escalating a case.

A guidance node can be followed only by a question node. The execution of the decision tree continues after the agent performs the guidance, and the guidance history is marked as complete. You can use a question node to
connect two guidance nodes.  
A guidance can have outputs, which drive further decision making. With a guidance, you can do the following:

* Define output variables.
* Define values for the output variables, which are mapped in the Automation Plan flow for the guidance by the Assign Guidance Outputs flow action.
* Connect the guidance to the guidance node's next node.
* Map the outputs of the guidance to inputs for the guidance node's next node.
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For descriptions of the available guidances, see [Guidances included with Guided Decisions Experience application](https://servicenow-prod.fluidtopics.net/XoAPj0u0nr5jwsciB_914A#components-installed-with-guided-decisions__section_mt1_njl_d5b).

Users with the Decision tree author role can also create guidances to reuse in decision trees or recommended actions. For more information, see [Create a guidance in the Core UI](https://servicenow-prod.fluidtopics.net/2hY~REddynbwqRV5GbnvGg "Create a guidance in the Core UI so that you can link the guidance to the guidance node of a decision tree. For example, your agent may attach a knowledge article or propose a solution to a customer to help resolve an issue.").

## Linking nodes {#guided-decision-tree-node-types__section_eck_qlb_ywb}

A linking node includes a reference to another decision tree. This type of node connects the execution of the primary decision tree to another decision tree when a defined condition is met.

Linking to another decision tree is useful for complex troubleshooting or for troubleshooting that requires multiple stages.  
A linking node includes the following elements:

* A linked decision tree, where the execution of the primary decision tree continues after this node is reached.
* Input mapping, which maps the inputs from the nodes preceding the linking node to the start node of the linked decision tree.
* A path, which connects the previous question node to the start node of the child tree.
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For more information, see the following topics:

* For Decision Tree Builder: [Link an activated decision tree to this decision tree](https://servicenow-prod.fluidtopics.net/YhJzzdJZglrp1UBq3TkQ8A "Nest and invoke a decision tree from a linking node when specific conditions are met in Decision Tree Builder. Use nested trees to execute complex troubleshooting and reuse existing decision trees.").
* For Core UI: [Link another decision tree to this decision tree](https://servicenow-prod.fluidtopics.net/TQ_8pXyHhTCicS3c5eno8g "Nest and invoke decision trees from linking nodes when specific conditions are met. Use guidance output and nested trees to execute complex troubleshooting.")
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