Editing decision trees in Core UI

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Editing decision trees in Core UI

    This content explains how ServiceNow customers can edit existing decision trees in the Core UI to improve or extend troubleshooting processes. While creating new decision trees is no longer supported in Core UI (use Decision Tree Builder for that), editing and enhancing existing decision trees remains possible. This enables customers to maintain and refine their decision tree workflows effectively.

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    Editing Decision Trees Workflow

    The decision tree editing process involves several key steps, each handled through specific node types and related configurations:

    • Start Node and Task Input: Every decision tree begins with a start node (type decision) and a task input referencing the current record. This is where initial questions or inputs are defined.
    • Create Inputs and Questions: Add questions or instructions to decision inputs, selecting input types and configuring possible answers to guide the user interaction.
    • Create Decision Paths: Set conditions on answers to direct the flow to subsequent decision nodes, which are automatically created. This shapes the path users follow based on their responses.
    • Create Guidance Paths: Configure paths leading to guidance nodes that provide resolutions or actions to agents. Guidance nodes are automatically created and must be configured with appropriate guidance content and inputs.
    • Create Linking Paths: Define paths that link to other decision trees, enabling modular and connected troubleshooting processes. Linking nodes are created automatically and configured to connect decision trees.
    • Configure Next Nodes: Add next decision nodes following existing nodes, including after guidance nodes by inserting intermediate decision nodes. Guidance nodes cannot directly follow another guidance node.
    • Map Inputs Between Nodes: Reuse answers across nodes by mapping inputs from source nodes to destination nodes. In guidance nodes, inputs can be passed from prior nodes using a visual picker to streamline data flow and reduce redundant input.

    Practical Tips

    • To navigate back to the main decision tree from any node, use the preview icon next to the Decision Tree field and select "Open Record."
    • All created nodes are visible and manageable in the related lists, allowing easy oversight of the decision tree structure.

    What This Enables ServiceNow Customers to Do

    Editing decision trees in Core UI allows customers to maintain and enhance existing troubleshooting workflows by updating questions, paths, and guidance. This flexibility ensures decision trees remain relevant and effective without rebuilding from scratch. Linking decision trees supports complex, modular troubleshooting, and input mapping improves efficiency by reusing data across steps.

    Overall, this capability supports continuous improvement of automated support processes, increasing agent productivity and customer satisfaction.

    You can edit decision trees created in Core UI to improve or extend a troubleshooting process.

    Note:
    You can edit or extend existing decision trees in the Core UI but you can no longer create them. Use Decision Tree Builder to create new decision trees. For more information, see Configuring decision trees in Decision Tree Builder.
    Figure 1. Decision tree configuration flow in Core UI
    Decision tree configuration flow.

    The following table provides high-level information for editing a decision tree in the Core UI.

    Table 1. Decision tree configuration steps
    Decision tree step Description
    Configure a start node and a task input Each decision tree includes a start node of type decision and a task input. The task input stores a reference of the record that the agent is working on. For more information, see Edit a decision tree.

    Select the start node from the Decision Tree Nodes related list. Create inputs to add initial questions you want to ask customers. Select the input type for the expected answer and configure the answers in the related list. For more information, see Add questions or instructions to a decision input.
    Create a decision path Create a decision path and configure conditions for the next decision node. For example, you can set up a condition to select an answer for the question in the start node. When a user selects this answer, this path that leads to a decision node is taken. For more information, see Determine the next node in a decision tree.

    A decision node is automatically created.
    Create inputs to add follow-up questions in the decision node Select the input type for the expected answer and configure the answers in the related list. For more information, see Add questions or instructions to a decision input.
    Create a guidance path Create a guidance path and configure conditions for the next guidance node. For example, you can set up a condition to select an answer for the question in the start node or decision node. When a user selects that answer, this path leads to a guidance node. For more information, see Determine the next node in a decision tree.

    A guidance node is automatically created.
    Configure the created guidance node Configure the guidance node to provide resolution to a customer. Associate a guidance to the guidance node and configure the guidance inputs. For more information, see Provide actions to agents in a decision tree.
    Create a linking path Create a linking path and configure conditions for the next decision tree. For example, you can set up a condition to select an answer for the question in the decision node. When a user selects that answer, this path leads to the next decision tree. For more information, see Determine the next node in a decision tree.

    A linking node is automatically created.
    Configure the created linking node Configure the linking node to link another decision tree to this decision tree. For more information, see Link another decision tree to this decision tree.
    Configure a next node

    Configure a next node that is a decision node.

    Note:
    You can't add another guidance node after a guidance node.
    • You can add an intermediate decision node to add another guidance node.
    • You can configure a linking node after this decision node to link another decision tree.

    For more information, see Add a next node after a guidance node.
    Map inputs from one node to another Map inputs from one node to another to reuse answers by selecting a source node and a source input and a destination input.

    In the guidance node, you can pass inputs from the prior nodes to the guidance inputs by using the Pill-picker icon (Pill-picker icon) to reuse answers.

    For more information, see Reuse answers at decision points.
    Note:
    To go back to your decision tree from any node, select the Preview this record icon () next to the Decision Tree field and then select Open Record. You can see all the nodes that you created in the related list.