Preparation for creating a decision tree

Before configuring a decision tree, process analysts should document the flow of the decision tree using a flow chart including the questions, answers, associated paths, and guidance.

Anita, who is a process analyst at the StellarVest bank wants to create a decision tree that enables agents to troubleshoot a failed credit card transaction.

Anita first creates a flowchart to document the flow of a decision tree to determine the questions, answers, and possible guidance to configure.

Table 1. Flow chart for decision tree

No.	Element	Name	Description
1	Start node	Card holder and transaction details	Start node that collects customer, credit card, and transaction details.
2	Path	Amount is debited	Path with condition: Amount is debited.
3	Guidance node	Initiate transaction tracking	Guidance to initiate transaction tracking when amount is debited.
4	Question node	Further assistance needed	Ask whether the customer needs further assistance.
5	Guidance node	Provide more options	Guidance to provide more options such as talk to an agent or request a new card.
6	Path	Amount is not debited	Path with condition: amount isn’t debited.
7	Question node	Failure codes	Collect transaction failure codes when amount isn’t debited.
8	Path	Error 200	Error code received is 200.
9	Guidance node	Reassign case	Guidance to reassign the case to someone else.
10	Path	Error 300	Error code received is 300.
11	Guidance node	Create work order	Guidance to create a work order for dispatching a new credit card.
12	Path	Error 500	Error code received is 500.
13	Guidance node	Assign IT technician	Guidance to assign an IT technician to resolve the issue.