Use Guided Decisions in recommended actions to resolve cases

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

    • As an agent, work your way through a recommended action of type decision tree to help troubleshoot a case and get recommendations on the next possible steps in solving the case.

    Before you begin

    Role required: sn_customerservice_agent, admin

    About this task

    A decision tree presents a series of questions in the contextual side panel that you can answer and provide inputs where required. The decision tree evaluates your answers and provides the next set of questions or gives you guidance on what to do next. For example, the guidance can be to attach a knowledge article or propose a solution to a customer to help resolve an issue.

    Depending on the context of the case that you’re working on, a decision tree can be displayed as a Recommended Actions card in the contextual side panel of the CSM Configurable Workspace.

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
    2. Open a customer service case that you want to work on.
    3. Select the Recommended Actions icon (Recommended Actions icon.) in the contextual side panel.
      Depending on the case context, the side panel might display Recommended Actions cards for guidances and decision trees.
    4. Review the Recommended Actions cards and determine whether you want to select a recommended action that has a decision tree.
      • To accept a recommendation, select the action button on the card.
      • To remove a recommendation from the contextual side panel, select Dismiss on the card.

        The recommendation card moves from the Current tab to the History tab.

    5. Work your way through a decision tree by providing inputs and proceeding by going to the next or previous set of questions, or dismissing the decision tree flow.
    6. Optional: In the View my responses tab, select the Edit icon Edit icon) next to the node to modify your selection or entered value.
    7. Select the action button to apply the resolution or take the action proposed.
    8. Optional: Continue reviewing the Recommended Actions cards and accept or dismiss them as needed to resolve the issue.