Decision Tree for Cases

[Mohamed Elsayed]

Hi All,

I have a requirement to create a decision tree to help our service desk team (CSM Module - cases not incidents) when they get a ticket for a specific customer. So, I will ask them a set of questions and based on their answers they will get a link to a KB article that shows them the solution.

I did some research and I found the decision builder and I built a test set of questions and results but I do not know how to publish it to the CSM table (the decision input which our SD team should answer). also, I found (a decision tree) I do not know if this is the same as a decision builder or if it is something else.

I am fairly new to this and want to learn but I need someone to let me know what is the best practice to achieve the above requirement. e.g. 1- use the decision builder to build the logic, 2- do this to publish it on the case table or use recommended action or whatever is considered best practice.

I do not need too much details as I will do my research but I just want to make sure that I am searching for what I should be searching. 

Thanks

[Kieran Anson]

Hi,

Guided Decisions sounds like the area you're looking for - they allow for a spanning tree like decision process that ends with a solution (be it a KB or something else)

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se... 

[Mohamed Elsayed]

Thanks Kieran,

Yes, I had to install two applications (Guided Decision Experience & Recommended Actions), after that, I was able to create a decision tree, recommendation context, recommendation rule, and finally the recommendation itself. However, when I tested it, the recommendation tab was still not shown in the case form.

[Jessica49]

Hi, I have building my own tree to attach a KB at the end of the questions asked but it errors every time it gets to picking the article and actually attaching it. Were you able to get yours working?