Editing decision trees in Core UI

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Editing decision trees in Core UI

    This content guides ServiceNow customers on how to edit existing decision trees within the Core UI to enhance or extend troubleshooting workflows. It highlights that while creation of new decision trees is no longer supported in Core UI (users should use Decision Tree Builder for new creations), editing and extending current decision trees remains possible.

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    Editing Decision Trees Workflow

    The editing process involves configuring various nodes and paths within the decision tree to guide users through questions, decisions, guidance, and linking to other decision trees. Key steps include:

    • Start Node and Task Input: Each tree has a start node (decision type) and a task input that references the record the agent is working on.
    • Adding Questions: Inputs are created to pose initial questions to customers, with configurable answer types.
    • Decision Paths: Paths with conditions determine which decision node is next based on user answers; decision nodes generate automatically.
    • Guidance Paths: Conditions lead to guidance nodes providing resolutions; these nodes are created automatically and configured with appropriate guidance and inputs.
    • Linking Paths: Paths that connect to other decision trees, enabling complex workflows; linking nodes are created and configured to connect trees.
    • Next Node Configuration: You can add decision nodes after guidance nodes but not another guidance node directly. Linking nodes can follow decision nodes.
    • Input Mapping: Inputs can be mapped from one node to another to reuse answers, improving efficiency and consistency across the tree. The Pill-picker icon facilitates passing inputs to guidance nodes.

    Practical Tips

    • Use the Preview icon next to the Decision Tree field to quickly return to the full decision tree view from any node.
    • All created nodes appear in the related list for easy management.
    • Remember to use Decision Tree Builder for creating new decision trees, as Core UI supports only editing existing ones.

    This approach enables ServiceNow customers to maintain and improve their troubleshooting decision trees effectively within the Core UI, ensuring clear guidance and streamlined user 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.