Guided Decision activity

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Guided Decision Activity

    The Guided Decision activity allows ServiceNow customers to integrate decision trees into their workflows, enabling agents to effectively navigate tasks. This activity is part of the Process Automation Designer and requires a subscription to App Engine or Customer Service Management (CSM).

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    Key Features

    • Activity Configuration: Users can set various inputs within the activity properties panel, including labels, descriptions, and run conditions.
    • Start Rules: Define when the activity or stage should begin execution, with options for immediate start or after other specified activities or stages.
    • Delay Option: Implement a delay before the activity starts, if needed.
    • Advanced Inputs: Additional inputs can be configured, including selecting a Decision Tree and a Task Reference for triggering cases.

    Key Outcomes

    By utilizing the Guided Decision activity, ServiceNow customers can streamline workflows, ensuring that agents have clear guidance on task execution based on predefined decision trees. This enhances operational efficiency and improves the accuracy of decision-making processes within customer service operations.

    Choose a decision tree from your Guided Decisions framework to step agents through how to proceed with a task.

    Roles and availability

    This activity is available with a subscription to App Engine or Customer Service Management (CSM). For more information on how to enable this activity for use in Playbooks, see Activate Playbooks for Customer Service Management (CSM).

    Inputs

    Open the activity properties panel and configure your activity to add values for the following inputs. If the input value varies, use the pill-picker to show where to get the value. To learn more about the pill-picker, see Dot-walking examples.
    Input Type Description
    Label String Title to display as activity and playbook card.
    Description String Information to display about activity usage or outcome.
    Run condition Condition Builder Conditions that must be met to run an activity or stage. You can use data from prior activities to build conditions.
    Note:
    Show additional options to see this field.
    Start Rule Choice Under Schedule > Start Rule, select a start rule for when your stage should start running:
    • When process starts: Your stage starts running as soon as the playbook starts.
    • After specific stages: Your stage starts running after specified stage(s) have finished running.
    Under Schedule > Start Rule, select a start rule for when your activity should start running:
    • When stage starts: Your activity starts running as soon as its stage starts running. Your stage starts running when your playbook is triggered.
    • After specific activities: Your activity starts running after specified activities have finished running.
    Start with delay True/False Option to wait for a duration of time before running an activity or stage. When enabled, this input displays the Start with delay input properties.
    Note:
    Show additional options to see this field.

    Advanced inputs

    After configuring the required inputs for your activity, you can also choose to configure additional inputs. In the side panel, select Show additional options to display these advanced inputs. For more information, see Activity experience.
    Input Type Description
    Decision Tree Reference The Decision Tree [ga_decision_tree] record whose decision inputs and guidance you want to show to agents in the Workspace playbook. For more information on how to set up the Guided Decisions framework, see Guided Decisions for Customer Service Management.
    Note:

    Use qualifiers to restrict data that is available in the field.

    Supports reference qualifiers and advance qualifiers. For more information, see Reference qualifiers.

    Returns all matching results (no maximum).
    Task Reference The triggering Case [sn_customerservice_case] record.
    Note:

    Use qualifiers to restrict data that is available in the field.

    Supports reference qualifiers and advance qualifiers. For more information, see Reference qualifiers.

    Returns all matching results (no maximum).

    Outputs

    There are no outputs for this activity.