Add Guided Decisions to Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create or edit a page to add decision trees to Service Portal so internal users can troubleshoot their issues.

    Before you begin

    The decision tree that you want to add to the Service Portal page must exist. For more information, see Configuring decision trees in Decision Tree Builder.

    Role required: sp_admin or admin

    About this task

    These steps are intended for users with little to no coding experience.

    Procedure

    1. Navigate to All > Service Portal > Service Portal Configuration.
    2. Select Designer.
    3. From the Service Portal Designer, either select an existing page or add a new page.
      OptionAction
      Use an existing page Select the page.
      Add a page
      1. Select Add a new Page.
      2. Provide the page title and ID.
      3. Select Submit
    4. Under Layouts, create the area to add widgets by selecting Container and dragging it onto the page.
    5. In the Widgets tab, in the Filter Widget field, search for the Decision tree - Visualiser widget, then drag the widget to the layout.
    6. Select the Edit icon (Edit icon).
    7. Provide the decision tree ID.
      1. On the decision tree record, select the Additional actions icon (Additional actions icon).
      2. Select Copy sys_id from the menu.
    8. Select Save.

    What to do next

    If you want the decision tree theme to match the Service Portal, you can apply a UX theme to change your existing theme. For more information, see Match the theme of the decision tree component with the Service Portal page.