---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Build a needs decision tree

# Build a needs decision tree {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Define the decision tree question nodes, decision paths, and guidance for each decision path using Decision Tree Builder.

## Before you begin

Role required: sn_prd_pm.product_catalog_manager, sn_prd_pm.product_catalog_admin

## About this task

As you build your decision tree, for example after adding a decision node or a path, you save and close the decision tree record. To continue working on the tree, navigate to the Decision Trees list, select the decision tree
record, and open it in Decision Tree Builder, as described in steps 1 through 3 of this procedure.

## Procedure

1. Navigate to AllProduct Catalog ManagementNeedsDecision Trees.
2. Select the decision tree from the list.
3. Select Open in Builder.
4. In Decision Tree Builder, define the start node:
   1. Select New node
   2. In the Node name field, enter a name for the start node.
   3. In the Reference table field, select the Product Offering Recommendation table.
   4. Enter the question for the agent to answer.  
      You can make the question mandatory by selecting the Required question field and enter more details in the Additional details field.
   5. Select the type of answer for your question.  
      For a description of the answer types, see [Answer types for questions](https://www.servicenow.com/docs/access?context=type-of-answer&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).
   6. **Optional:** Add more questions.
   7. Select Save and close.
   {#build-needs-decision-tree__substeps_cnm_pfg_k1c}
5. Continue building your decision tree in Decision Tree Builder.

   | Option | Steps |
   | [Determine the next node displayed in a decision tree](https://www.servicenow.com/docs/access?context=configure-path-in-gdb&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) | Configure a path to set the conditions for when the next question is displayed in a decision tree. |
   | [Add a follow-up set of questions or instructions in a decision tree](https://www.servicenow.com/docs/access?context=configure-decision-node-in-gdb&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) | Configure a question node to add follow-up questions or instructions. An answer to these questions either leads to a guidance or a further set of questions. |
   | Add a guidance node for the product recommendation questionnaire | Configure a guidance node, which identifies the product recommendation displayed after agents answer the questions. The guidance node is the leaf node of a tree. 1. Select the Add path icon on a node. 2. Select Add node. 3. In the pop-up, select Propose a guidance as the outcome and select Continue. 4. Enter a name for the node. 5. In the Guidance field, select Product Offering Recommendation. 6. In the Set field inputs to pass data into this guidance section, select the product recommendation to be displayed. 7. Select Save and close. {#build-needs-decision-tree__ul_mrz_x5r_c2c} |
   | [Activate a decision tree](https://www.servicenow.com/docs/access?context=activate-guided-decision-tree&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) | When your decision tree is complete, select Activate in Decision Tree Builder, which validates your tree. If there are no errors, select Activate now in the confirmation message dialog box. The decision tree status changes to active. |
   |-|-|

   {#build-needs-decision-tree__choicetable_rw4_m3w_s4b}
{#build-needs-decision-tree__steps_jqt_rqk_k1c}

## What to do next

[Create a needs template and set the catalog relationship](https://www.servicenow.com/docs/Vc4f0kMO8NrBlLs3s_9Vvg "Define a needs template for a decision tree and associate the template with the product catalog to which it belongs.").
**Related concepts**   

* [Using product catalogs](https://www.servicenow.com/docs/zrKc~q2gpoLSyf3tuVZMGA "The product catalog provides a visual display of the available product offerings that can be added to a Sales Customer Relationship Management transaction, such as an opportunity, quote, or order. Use the catalog interface to add simple products and complex products that can be further customized.")
* [Product Catalog Management](https://www.servicenow.com/docs/jMd8j_ik0Z3CBtkQHcnmoQ "Product Catalog Management enables your organization to manage your product offerings by grouping them into catalogs and categories, which streamlines the ordering process and helps manage leads, opportunities, quotes, and orders in Sales Customer Relationship Management.")

*[\>]: and then