---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring guidances and decision trees

# Configuring guidances and decision trees {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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](https://www.servicenow.com/docs/_kk7PrFYw8ZttRb2_4GQbw "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.").

The configuration process consists of the tasks listed in the following table.  
{#configuring-guided-decisions__table_ikt_fvp_qlb__entry__2}

| Step | Description |
|-|-|
| [Create a guidance in the Core UI](https://www.servicenow.com/docs/y9YSAWtTS6HmQJl99hFtUQ "Create a guidance in the Core UI so that you can link the guidance to the guidance node of a decision tree. For example, your agent may attach a knowledge article or propose a solution to a customer to help resolve an issue.") | Configure guidances to provide actions to your agents. |
| [Configuring decision trees in Decision Tree Builder](https://www.servicenow.com/docs/1oNNdhGkR7eTaIwleG2SVA "Configure decision trees using the no-code visual Decision Tree Builder, which provides a canvas for a diagrammatic representation of nodes and their paths in a troubleshooting process.") | 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](https://www.servicenow.com/docs/enLKncMRFepCsvVKGRE97A "You can edit decision trees created in Core UI to improve or extend a troubleshooting process.") | 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](https://www.servicenow.com/docs/zL9BuZWN1PSH8CvV~tRLlA "Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.") | 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](https://www.servicenow.com/docs/ETDAhGIwDwWsW5DPFbtkdw "Add decision trees created using the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.") | Add decision trees to playbooks, so that agents can provide resolution in a troubleshooting process for their cases. |
| [Add Guided Decisions to Service Portal](https://www.servicenow.com/docs/rUUeWTgyjib5Xr~zrqDkDg "Create or edit a page to add decision trees to Service Portal so internal users can troubleshoot their issues.") | Add decision trees to Service Portal, so that internal users can leverage self-service or troubleshoot their issues. |
[Table 1. Guidance and decision tree configuration tasks]

{#configuring-guided-decisions__table_ikt_fvp_qlb}