Decision tree use in knowledge Base

[welterp]

My organization has decieded to implement the use of a Decision tree in the knowledge base. Does anyone in the community have any experience implementing a decision tree in a ServiceNow knowledge base? Any experience using tools like RoboHelp? Any reccomendations for using other applications that use "decision tree" type templates?

[Uncle Rob]

Are you using the decision tree to get to the knowledge articles, or are the knowledge articles themselves decision trees?

[welterp]

The knowledge articles will be decision trees, somewhat like a flowchart of "scripted questions" to be followed.

[Uncle Rob]

I generally approach my KM more organically, but if it works for you then go for it.   I'd only suggest that the more structure you put on your KBA's, the more effort they take to roll out.   I'd take the knowledge you think will have the most impact and structure just a few of them the way you propose.   See if its worth the effort with a small subset.

Before using something like RoboHelp, understand that knowledge changes, and you may need to start your efforts over in cases where the middle step requires alterations.

Make sense?

[abdong]

You can look at LiveFlow, https://www.brflows.com. It is easy to create and maintain interactive executable fowcharts. You can execute, assign to anyone and schedule flowcharts.