Can decision trees be enabled in ITSM?

Kim27 · ‎09-12-2022

Hi, documentation for guided decisions indicates its available for CSM. Is that feature also available for the IT service management module? Has anyone implemented guided decisions in ITSM?

Kim

Bob Strong · ‎02-24-2023

Any updates on the status of this? I would say this is definitely a game-changer!

Rachel38 · ‎10-26-2023

Have the decision trees been made available in Utah for ITSM? I've only just discovered that CSM has this functionality and I think it would be so helpful for Service Desk Agents on our IT Service Desk!

Dr Atul G- LNG · ‎10-26-2023

Hi @Rachel38

Are you looking for this?

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Kim27 · ‎10-26-2023

I don't think so - this doesn't seem to have anything to do with building decision trees within knowledge:

Using Decision Builder enables you to decouple decision logic from your code. This means that you can create a decision table in Decision Builder and then reference the decision table to execute the decision in another application, such as Flow Designer. This decoupling enables you to create more efficient flows.

What features of this tool made you think it would be applicable to this need? Have you used it for knowledge articles?

Rachel38 · ‎10-26-2023

This would be so helpful to our IT Service Agents!