Editing decision trees in Core UI

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Editing Decision Trees in Core UI

    Editing decision trees in Core UI allows you to enhance existing troubleshooting processes. While you cannot create new decision trees in Core UI, you can modify and extend the existing ones to better serve your needs. For new decision trees, use the Decision Tree Builder.

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    Key Features

    • Start Node and Task Input: Each decision tree begins with a start node and a task input that references the record the agent is handling. Enhance the decision tree by creating initial questions and selecting the appropriate input types for expected answers.
    • Decision and Guidance Paths: Establish conditions for decision paths based on user answers. Create guidance paths that lead to resolution guidance nodes, ensuring agents have the information needed to assist customers effectively.
    • Linking Paths: Configure linking paths to connect to other decision trees, providing a seamless troubleshooting experience for users.
    • Node Configuration: Each node, including decision and guidance nodes, can be configured to specify how they interact with one another. You can also map inputs between nodes to reuse answers efficiently.

    Key Outcomes

    By editing decision trees in Core UI, ServiceNow customers can streamline their troubleshooting processes, leading to improved resolution times and enhanced customer satisfaction. Users will gain the ability to navigate and modify decision trees effectively, ensuring that agents have access to the most relevant and accurate information during customer interactions.

    You can edit decision trees created in Core UI to improve or extend a troubleshooting process.

    Note:
    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.
    Figure 1. Decision tree configuration flow in Core UI
    Decision tree configuration flow.

    The following table provides high-level information for editing a decision tree in the Core UI.

    Table 1. Decision tree configuration steps
    Decision tree step Description
    Configure a start node and a task input Each decision tree includes a start node of type decision and a task input. The task input stores a reference of the record that the agent is working on. For more information, see Edit a decision tree.

    Select the start node from the Decision Tree Nodes related list. Create inputs to add initial questions you want to ask customers. Select the input type for the expected answer and configure the answers in the related list. For more information, see Add questions or instructions to a decision input.
    Create a decision path Create a decision path and configure conditions for the next decision node. For example, you can set up a condition to select an answer for the question in the start node. When a user selects this answer, this path that leads to a decision node is taken. For more information, see Determine the next node in a decision tree.

    A decision node is automatically created.
    Create inputs to add follow-up questions in the decision node Select the input type for the expected answer and configure the answers in the related list. For more information, see Add questions or instructions to a decision input.
    Create a guidance path Create a guidance path and configure conditions for the next guidance node. For example, you can set up a condition to select an answer for the question in the start node or decision node. When a user selects that answer, this path leads to a guidance node. For more information, see Determine the next node in a decision tree.

    A guidance node is automatically created.
    Configure the created guidance node Configure the guidance node to provide resolution to a customer. Associate a guidance to the guidance node and configure the guidance inputs. For more information, see Provide actions to agents in a decision tree.
    Create a linking path Create a linking path and configure conditions for the next decision tree. For example, you can set up a condition to select an answer for the question in the decision node. When a user selects that answer, this path leads to the next decision tree. For more information, see Determine the next node in a decision tree.

    A linking node is automatically created.
    Configure the created linking node Configure the linking node to link another decision tree to this decision tree. For more information, see Link another decision tree to this decision tree.
    Configure a next node

    Configure a next node that is a decision node.

    Note:
    You can't add another guidance node after a guidance node.
    • You can add an intermediate decision node to add another guidance node.
    • You can configure a linking node after this decision node to link another decision tree.

    For more information, see Add a next node after a guidance node.
    Map inputs from one node to another Map inputs from one node to another to reuse answers by selecting a source node and a source input and a destination input.

    In the guidance node, you can pass inputs from the prior nodes to the guidance inputs by using the Pill-picker icon (Pill-picker icon) to reuse answers.

    For more information, see Reuse answers at decision points.
    Note:
    To go back to your decision tree from any node, select the Preview this record icon (Preview this record icon) next to the Decision Tree field and then select Open Record. You can see all the nodes that you created in the related list.