--- 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 --- # Configuring needs analysis # Configuring needs analysis {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring needs analysis As a product catalog administrator in ServiceNow, you can create needs templates, which are questionnaires that guide agents in selecting product offers to add to leads or opportunities. These questionnaires function as product selection guides, helping agents provide tailored product recommendations based on customer input during lead or opportunity creation in the Lead Management or Opportunity Management applications. Show full answer Show less The product selection guide displays needs templates associated with the product catalog. Each needs template includes a needs decision tree that presents a series of guided questions, enabling agents to receive product recommendations aligned with customer needs. ## Key Features * **Needs Template:** A questionnaire comprising guided questions linked to a needs decision tree to assist agents in recommending suitable product offerings. * **Needs Decision Tree:** Created and managed using the Decision Tree Builder, this multi-step guided decision process defines question nodes, answer types, decision logic, and guidance paths that structure the questionnaire. * **Product Recommendations:** Based on questionnaire responses, the system suggests relevant product offerings for leads or opportunities. * **Decision Tree Builder Tool:** Provides a visual canvas for configuring question nodes, decision paths, and guidance elements, including default guidance referencing the Needs Based Offering Recommendation table. ## Setting Up Needs Analysis To configure needs analysis effectively, follow these practical steps: * Create a needs-based product offering recommendation. * Develop a decision tree tailored for the needs template. * Build the needs decision tree using the Decision Tree Builder tool. * Create the needs template and associate it with the relevant product catalog. ## Practical Considerations Before building decision trees, familiarize yourself with the fundamental concepts such as question node types, linking inputs, decision paths, and answer formats (Choice, Date, Integer, etc.) to ensure accurate and effective configuration. Understanding these components enables you to create intuitive questionnaires that improve agent efficiency and enhance customer engagement through precise product recommendations. 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 {#configuring-needs-analysis__section_bnz_rbh_c1c} 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. Figure 1. Elements of needs analysis 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 {#configuring-needs-analysis__section_ifp_5cq_c1c} 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. Before creating decision trees for needs templates, review how decision trees work: * [Decision trees in Guided decision](https://www.servicenow.com/docs/access?context=decision-trees-in-guided-decisions&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) - 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](https://www.servicenow.com/docs/access?context=example-decision-tree&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) - 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](https://www.servicenow.com/docs/access?context=type-of-answer&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) - Learn about the various types of answers to questions, such as Choice, Date, or Integers. {#configuring-needs-analysis__ul_v15_ym3_c1c} ## Setting up needs analysis {#configuring-needs-analysis__section_lbc_dbh_k1c} Follow these steps to configure needs analysis: 1. [Create a needs-based product offering recommendation](https://www.servicenow.com/docs/x6CNlXN4i1eFuFwczKi2EQ "Set the product offering to be used as a product recommendation for a needs template."). 2. [Create a decision tree for a needs template](https://www.servicenow.com/docs/o2DpV32qCe8BZL~JkXuk_A "Create a decision tree that defines the questions that agents answer to determine customer needs and get product recommendations."). 3. [Build a needs decision tree](https://www.servicenow.com/docs/1QhR18q8hQKYZPyfsENT8g "Define the decision tree question nodes, decision paths, and guidance for each decision path using Decision Tree Builder."). 4. [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."). {#configuring-needs-analysis__ol_ns1_dw3_k1c} **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.")