Configuring needs analysis
Summarize
Summary of Configuring needs analysis
ServiceNow enables product catalog administrators to createneeds templates, which are questionnaires designed to help sales agents identify suitable product offers for leads or opportunities. These questionnaires act as product selection guides, providing tailored product recommendations based on customer inputs. When agents create a lead or opportunity, they can use these guides within the product catalog to select the most relevant product offerings.
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Key Features
- Needs Templates: Structured questionnaires associated with product selection guides that agents use to gather customer requirements and receive product recommendations.
- Needs Decision Trees: Multi-step guided processes built using the Decision Tree Builder. These decision trees define the flow of questions, possible answers, decision logic, and guidance paths to generate accurate product suggestions.
- Product Recommendations: Suggested product offerings generated based on the answers provided in the needs questionnaire, enabling agents to add relevant products to leads or opportunities.
- Decision Tree Builder: A visual tool to configure and diagram question nodes, answer paths, and guidance within the decision trees, including default guidance referencing the Needs Based Offering Recommendation table.
Configuring Needs Analysis
To set up needs analysis effectively, follow these key steps:
- Create a needs-based product offering recommendation to serve as the foundation for product suggestions.
- Develop a decision tree tailored for the needs template using the Decision Tree Builder, ensuring proper question flow and logic.
- Construct the needs decision tree by adding nodes, defining answer paths, and attaching guidance to support agents during the questionnaire.
- Create the needs template itself and establish its relationship with the product catalog to make it available as a product selection guide.
This configuration allows agents to efficiently capture customer needs and receive dynamic product recommendations, streamlining the lead and opportunity qualification process.
As a product catalog administrator, you can create needs templates, which are questionnaires that agents use to find product offers to add to a lead or opportunity. Questionnaires function as product selection guides. When agents complete a questionnaire based on customer input, they get product recommendations that they can add to a lead or opportunity.
Overview of needs analysis
When agents create a lead in the Lead Management application or an opportunity in the Opportunity Management application, a product selection guide is displayed in the product catalog. The product selection guide lists the needs templates that agents can choose to get product offer recommendations.
- Needs template
- Product selection guides associated with the product catalog display one or more needs templates. Each needs template is a questionnaire that has a set of guided questions that agents answer to get product recommendations for a customer. Each template is associated with a needs decision tree.
- Needs decision tree
- A multi-step, guided decision process that presents a series of questions to the agent. You use Decision Tree Builder to create and build the decision tree.The decision tree defines the question nodes, expected answers, connection points, decision logic, and guidance for decision paths in the questionnaire.
- Product recommendations
- The product offerings suggested for an opportunity or lead, based on the results of the needs questionnaire.
Working with decision trees
You configure decision trees by adding nodes, defining paths, and attaching guidances in Decision Tree Builder. This tool is a canvas for diagramming the basic elements in a decision tree, such as the question nodes and decision paths. Needs analysis provides a default guidance, the Product Offering Recommendation guidance, which references information from the Needs Based Offering Recommendation [sn_prd_pm_product_offering_recommendation] table as you create the question nodes and guidances in the decision tree.
- Decision trees in Guided decision - Learn the basic elements of a decision tree, such as node types, linking inputs in nodes, and decision tree paths.
- Example configuration of a decision tree - Review an example decision tree, including preparations for creating a decision tree, to understand the end-to-end configuration of a decision tree.
- Answer types for questions - Learn about the various types of answers to questions, such as Choice, Date, or Integers.