Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.

A decision tree is a structured troubleshooting process for service agents to work through. For more information, see Setting up Guided Decisions.

The configuration process consists of the tasks listed in the following table.

Table 1. Guidance and decision tree configuration tasks
Step Description
Create a guidance in the Core UI Configure guidances to provide actions to your agents.
Configuring decision trees in Decision Tree Builder Configure decision trees that agents can use to troubleshoot solutions for customer issues.

You can create decision trees in Decision Tree Builder only.
Editing decision trees in Core UI Edit the decision trees that you created using Core UI to improve or extend the troubleshooting process.

Only editing of existing decision trees is supported in Core UI. You can create decision trees in Decision Tree Builder only.
Add Guided Decisions to Recommended Actions Add decision trees to recommended actions, so that agents can take relevant actions in a troubleshooting process based on a record context.
Add Guided Decisions to playbooks Add decision trees to playbooks, so that agents can provide resolution in a troubleshooting process for their cases.
Add Guided Decisions to Service Portal Add decision trees to Service Portal, so that internal users can leverage self-service or troubleshoot their issues.