Components installed with Guided Decisions Experience
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Summary of Components installed with Guided Decisions Experience
The Guided Decisions Experience application installs several components in your ServiceNow instance, including tables, roles, and predefined guidances. These components support the creation, management, and use of decision trees and related guidance to enhance customer service workflows.
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Tables
Activation of the Guided Decisions Experience adds key tables that store:
- Decision Tree: Details of all decision trees.
- Decision Tree Node: Information about nodes within each decision tree.
- Decision Input Mapping: Mappings of inputs between nodes.
- Decision Tree Version: Versions of decision trees with state tracking.
These tables enable structured management and versioning of decision trees used by service agents.
Roles
Several roles are provisioned with Guided Decisions, Guided Decisions Experience, and Recommended Actions plugins to control access and capabilities:
- Decision tree author: Can create, view, update, and delete decision trees. Automatically assigned to customer service managers.
- Decision tree user: Can view decision trees. Automatically assigned to customer service agents.
- Guidance manager: Manages guidances, which are outcomes from decision trees. Also assigned to customer service managers.
- Guidance user: Views guidances, assigned to customer service agents.
- Playbook author: Adds decision trees and guidances to playbooks accessible on agent workspaces.
- Resource Generator author and Trend Definition author: Roles from Recommended Actions plugin to configure resource generators and trend definitions.
These roles ensure proper authorization for creating, managing, and consuming decision trees and guidances within customer service workflows.
Guidances
The application includes a variety of predefined guidances designed to assist agents in resolving cases efficiently. Key guidances enable agents to:
- Apply resolutions from solved cases directly to the current case.
- Communicate workarounds from problem records and add notes.
- Create case tasks and work orders linked to the current case.
- Link existing defects or open cases to the current case.
- Recommend product upgrades or propose resolutions with notes and resolution codes.
- Mark messages as read to customers, reassign cases with notes, and review and attach knowledge articles.
These guidances appear as actionable cards and side panels in the agent workspace, streamlining case resolution and ensuring consistent, guided assistance for service agents.
Several types of components are installed with the Guided Decisions Experience application, including tables, roles, and guidances.
Tables
| 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. |
Roles
| 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. |
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. |
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. |
|
| Resource Generator author [sn_nb_action.resource_generator_author] |
Configures resource generators. |
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. |
Guidances
| 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:
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