Configuring decision trees in Decision Tree Builder

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Configuring decision trees in Decision Tree Builder

    ServiceNow's Decision Tree Builder provides a no-code, visual canvas for creating and managing decision trees that guide troubleshooting processes. As a process owner or business analyst, you can build decision trees by adding various types of nodes, defining paths between them, and attaching guidance actions. This tool simplifies the configuration, validation, and activation of decision trees to improve issue resolution workflows.

    Show full answer Show less

    Key Features

    • Access and Interface: Open the Decision Tree Builder directly from a decision tree record using the "Open in Builder" button for a visual editing experience.
    • Node Types: Configure nodes as question nodes (which can contain multiple questions), guidance nodes (providing actionable steps to agents), or linking nodes (which connect to child decision trees under specific conditions).
    • Guidance Configuration: Select existing guidances or create new ones in Core UI and configure their inputs with static values or reuse inputs from earlier nodes to streamline agent actions.
    • Path Creation and Conditions: Define paths to connect nodes, set conditions based on selected answers, and prioritize paths to control flow precedence within the decision tree.
    • Editing and Deleting: Update node inputs carefully to maintain data integrity across linked nodes. Leaf nodes can be deleted if unconnected, but intermediate nodes and paths cannot. Deleting a question node after a guidance node removes both the node and related path.
    • Input Linking: Reuse input values across nodes by linking inputs, enabling efficient data propagation and conditional path evaluation.

    Practical Outcomes

    • Streamlined Troubleshooting: Create clear, visual decision trees that guide agents through resolution steps or escalation paths.
    • Consistency and Reuse: Link inputs and guidances to maintain consistent data usage and reduce redundant configuration effort.
    • Easy Validation and Activation: Validate and activate decision trees with a single action to ensure they are ready for operational use.
    • Flexible Tree Management: Modify nodes, paths, and linked decision trees to adapt troubleshooting flows as business needs evolve.

    Configure decision trees using the no-code visual Decision Tree Builder, which provides a canvas for a diagrammatic representation of nodes and their paths in a troubleshooting process.

    As a process owner or business analyst, you can configure decision tree by adding nodes, defining paths, and attaching guidances through Decision Tree Builder. For more information, see Decision tree nodes.

    You can validate and activate a decision tree with a single action. For more information, see Activate a decision tree.

    Decision Tree Builder canvas

    Decision Tree Builder with a flow chart and a side panel that has node configuration properties.

    Accessing Decision Tree Builder

    You can access the Decision Tree Builder by selecting the Open in Builder button on the decision tree record.

    Configuring question and guidance nodes

    You can configure a new node as a question node or a guidance node. When there are multiple questions in a start node or a question node, you can delete a question or change the order of the questions. For more information, see Add questions or instructions to a decision tree.

    Guidance nodes provide actions to agents to resolve or escalate a customer issue. You can either select a guidance from the list of available guidances or create a guidance in Core UI. You can then configure guidance inputs by entering static values or reuse inputs from prior nodes. For more information, see Provide actions to agents in a decision tree.

    Linking node

    You can configure a new node as a linking node to link a child decision tree to the current decision tree. This linking connects the execution of the primary decision tree to another decision tree when a specific condition is met. For more information, see Link an activated decision tree to this decision tree.

    Creating paths for the next nodes

    A path in a decision tree connects one node to another. You can configure a condition to define when the path must be taken. Selecting certain answers can be a condition for the path. The priority order for a path sets the precedence of one path over another.

    For more information, see Determine the next node displayed in a decision tree.

    Editing a node or a path

    When you edit the inputs of nodes and their paths, make sure to update the following nodes as well because they might be reusing data from these inputs.

    Deleting a node or a path

    Note the following information about deleting a node or path:
    • You can delete a leaf node if it isn’t connected to any path or a node.
    • Deleting a leaf node removes the node from the decision tree but the configuration of the path before the deleted node remains intact.
    • You can't delete an intermediate node or path.
    • When you delete the question node after a guidance node, both the question node and the path are deleted.

    Linking inputs

    You can link inputs from one node to another to reuse input values from prior nodes. You can use linked inputs to create path conditions. For more information about input mapping in the question node or guidance node, see Linking inputs in decision tree nodes.

    For more information, see Reuse answers at decision points.