question Guidance - Decision tree in Community Central forum

Guidance - Decision tree

AyushKumarM — Mon, 04 Aug 2025 06:09:38 GMT

I want to learn about guidances which are used in decision trees. Can anyone provide a good resource?

Re: Guidance - Decision tree

Maik Skoddow — Mon, 04 Aug 2025 06:44:15 GMT

the documentation pages are pretty extensive: https://www.servicenow.com/docs/csh?topicname=setting-up-guided-decisions.html&version=latest

And I found that demo video: https://www.youtube.com/watch?v=pQQxMUoizI8

Maik

Re: Guidance - Decision tree

Ankur Bawiskar — Mon, 04 Aug 2025 06:51:44 GMT

@AyushKumarM

there are lot of blogs, videos for this.

what's your business requirement and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Guidance - Decision tree

AyushKumarM — Mon, 04 Aug 2025 07:03:05 GMT

Hey @Ankur Bawiskar , @Maik Skoddow , I need to understand the working of Guidances, its inputs, outputs and actions. I need resource for that. Decision tree builder I know. Thanks in advance for your help.

Re: Guidance - Decision tree

kaushal_snow — Mon, 04 Aug 2025 07:04:39 GMT

Hi @AyushKumarM ,

Good day !!

Please check below links:

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/configuring-guided-decisions.html

https://www.servicenow.com/docs/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/example-decision-tree.html

https://www.servicenow.com/community/servicenow-ai-platform-blog/making-smarter-decisions-in-servicenow-a-guide-to-decision/ba-p/3222300

https://www.servicenow.com/community/workflow-automation-articles/decision-tables-best-practices-workflow-automation-coe/ta-p/2359978

https://www.servicenow.com/docs/bundle/xanadu-customer-service-management/page/product/customer-service-management/concept/setting-up-guided-decisions.html

https://youtu.be/1ixaw2phLwY

Re: Guidance - Decision tree

Ankur Bawiskar — Mon, 04 Aug 2025 07:12:21 GMT

@AyushKumarM

If you are talking about how it works in backend, then I don't think you will get resources/link for that as it's platform level feature.

If my response helped please mark it correct and close the thread so that it benefits future readers.