Decision trees creation in Knowledge Management - yokohama

[TessP]

Hello, I am very new to ServiceNow and I'd like to know which On Demand classes can I take to learn how to create Decision trees in Knowledge management?

My understanding of a decision tree from previous apps is this scenario below:

Say I have a user wanting to know how to locate a MAC addr or computer name

-Select the device you'd like to identify: Laptop or desktop

User selects = laptop

-Select MAC address or computer name

User selects = computer name

-System: provides the steps

then it goes on... until it satisfy the intent to locate the MAC Address

My Q is: which On Demand classes can I take to learn how to create this feature in SNOW? - Is it called Decision tree?

Suggestions are greatly appreciated! Thank you.

[iekosmadakis · Accepted solution]

Hello @TessP !
A learning path that you can follow is:

1. Read the ServiceNow docs for “Decision Trees in Guided Decisions”.

2. Walk through “Configuring Decision Trees in Decision Tree Builder”.

3. Experiment a bit with your PDI based on what you learned by studying the above articles.

Please consider marking my answer as helpful and accepting it as the solution if it assisted you in any way.