Determine the next node in a decision tree

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

    • Create a path to set conditions and priority order for the next node in a decision tree.

    Before you begin

    Role required: admin, sn_gd_core.decision_tree_author

    About this task

    Based on the answer a service agent provides to a question, a decision path guides the agent to the next decision node, a guidance path guides the agent to the next guidance node, and a linking path guides the agent to the next linking node.

    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.

    Procedure

    1. Navigate to All > Guided Decisions > Decision Trees.
    2. Select the decision tree from the list.
    3. Select the start node or decision node.
    4. Select one of the following actions.
      ActionDescription
      Create Decision Path Creates a decision path to link this node to the next decision node. The decision node is automatically created.
      Create Guidance Path Creates a guidance path to link this node to the next guidance node. The guidance node is automatically created.
      Create Linking Path Creates a decision path to link this node to the next linking node. The linking node is automatically created.
    5. In the Label field, enter a label for the path.
    6. In the Order field, enter a priority order for this path.
      The path with the lowest priority order is executed first.
    7. Configure a condition for this path to display the next node.
      Table 1. Path types and descriptions
      Path Description
      Decision path Decision paths include conditions when the next question is displayed to an agent.
      Guidance path Guidance paths include conditions when a guidance that provides resolution for an issue is displayed to an agent.
      Linking path Linking paths include conditions when a next decision tree is executed.

      You can only access the direct parent node’s inputs while configuring a condition for the path.

    8. Select Update.
      Note:
      You can create as many decision, guidance, or linking paths as required.

    What to do next

    Continue building the decision tree.