Configuring Guided Decisions

[Phil22]

Hello- I am a bit confused with how to set up Guided Decisions.

Creating a virtual agent decision tree, with the virtual agent designer, was very straightforward.

I am not sure how the decision trees, decision tree nodes, guidances, etc. work together.

It would be nice if ServiceNow offered a guided decision designer - similar to the virtual agent.

Is there a sample guide or step by step tutorial that shows how a basic guided decision element is set up?  Additionally, once a guided decision has been set up - how do you add it to agent workspace.  I don't see any option for playbook - not sure if that is needed for guided decisions or not.

Thank you,

Phil

[Abishek1]

Hi Phil,

You can refer the following links for creation of decision trees and using them in playbook.

Decision tree creation: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-m...

Add Guided Decisions to playbook: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-m...

[Sophie Lemaitr1]

Hello Phil22,

I am also struggling with configuring Guided Decisions and also wish there would be a Designer similar to the Virtual Agent one. There is still very little documentation and few resources around Guided Decisions.

Did you find good examples somewhere since you posted the question by chance?