Components installed with Guided Decisions Experience

  • Release version: Zurich
  • Updated July 31, 2025
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    Summary of Components installed with Guided Decisions Experience

    The Guided Decisions Experience application installs several components in your ServiceNow instance to enhance customer service workflows. These include specialized tables, roles, and predefined guidances that enable agents and managers to create, manage, and interact with decision trees and related actions effectively.

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    Tables

    Activation of Guided Decisions Experience adds key tables to store and manage decision-related data:

    • Decision Tree [gadecisiontree]: Stores all decision trees.
    • Decision Tree Node [gadecisiontreenode]: Contains details of nodes within each decision tree.
    • Decision Input Mapping [gadecisioninputmapping]: Manages input mappings between nodes.
    • Decision Tree Version [gadecisiontreeversion]: Stores versions of decision trees and their states.

    Roles

    Several roles are automatically added to control access and capabilities related to decision trees and guidances:

    • Decision tree author: Can create, view, update, and delete decision trees. Automatically assigned to customer service managers.
    • Decision tree user: Can view decision trees. Automatically assigned to customer service agents.
    • Guidance manager: Manages guidances, the outcomes of decision trees. Automatically assigned to customer service managers.
    • Guidance user: Views guidances. Automatically assigned to customer service agents.
    • Playbook author: Adds decision trees and guidances to playbooks accessible in agent workspaces.
    • Resource Generator author and Trend Definition author: Configure resource generators and trend definitions, included with the Recommended Actions plugin.

    Guidances

    The application includes predefined guidances that provide actionable recommendations and workflow enhancements for service agents. Key guidances include:

    • Apply resolution from a solved case: Allows agents to apply resolutions from recommended solved cases directly, updating the current case’s closure information and state.
    • Communicate Workaround: Enables agents to communicate problem workarounds and add notes, linking the problem record to the case.
    • Create case task: Facilitates creation of a case task from the current case with a subject entered by the agent.
    • Create Work Order: Allows creation of a work order and work order task linked to the case.
    • Link to existing defect and Link to existing open case: Enable linking defects or open cases to the current case for better issue tracking.
    • Offer Recommendation: Recommends product upgrades.
    • Propose Resolution: Allows agents to enter resolution notes and codes for cases.
    • Read message to customer: Lets agents mark messages as read and record this in work notes.
    • Reassign case: Provides reassignment of cases to recommended groups with note entry.
    • Review and attach article: Agents can review recommended knowledge articles in a side panel, attach them to cases, mark as helpful, or open in a subtab.

    These components collectively empower service teams to leverage decision trees and associated guidances for more efficient, consistent, and informed case management within ServiceNow.

    Several types of components are installed with the Guided Decisions Experience application, including tables, roles, and guidances.

    Tables

    The following tables are added to your instance with the activation of Guided Decisions Experience.
    Table 1. Tables added with Guided Decisions Experience activation
    Table Description
    Decision Tree

    [ga_decision_tree]

    		 Stores details of all decision trees.
    Decision Tree Node

    [ga_decision_tree_node]

    		 Stores details of all decision tree nodes in each decision tree.
    Decision Input Mapping

    [ga_decision_input_mapping]

    		 Stores input-mapping details such as source node, source input, destination node, and destination input.
    Decision Tree Version

    [ga_decision_tree_version]

    		 Stores decision tree versions with states.

    Roles

    The following roles are added to your instance with the activation of the Guided Decisions, Guided Decisions Experience, and Recommended Actions plugins.
    Table 2. Roles added with Guided Decisions and Recommended Actions
    Role Description Contains roles
    Decision tree author

    [decision_tree_author]

    		 Creates, views, updates, and deletes decision trees.
    Note:
    This role is automatically given to customer service managers.
    • decision_table_admin
    • sn_gd_guidance.guidance_manager
    • decision_tree_user
    Note:
    Included with the Guided Decisions plugin.
    Decision tree user

    [decision_tree_user]

    		 Views decision trees.
    Note:
    This role is automatically given to customer service agents.
    • decision_table_reader
    • sn_gd_guidance.guidance_user
    Note:
    Included with the Guided Decisions plugin.
    Guidance manager

    [sn_gd_guidance.guidance_manager]

    		 Creates, views, updates, and deletes guidances, which are outcome of a decision tree.
    Note:
    This role is automatically given to customer service managers.
    		 sn_gd_guidance.guidance_user
    Note:
    Included with the Guided Decisions - Guidance plugin.
    Guidance user

    [sn_gd_guidance.guidance_user]

    		 Views guidances.
    Note:
    This role is automatically given to customer service agents.
    		 uxframework_user
    Note:
    Included with the Guided Decisions - Guidance plugin.
    Playbook author

    [pd_content_author]

    		 Adds decision trees and guidances to a new or existing playbook for service agents to access on their workspace.
    • sn_gd_core.decision_tree_user
    • pd_shared.user
    • pd_trigger_author
    Resource Generator author

    [sn_nb_action.resource_generator_author]

    		 Configures resource generators.
    • flow_operator
    • decision_table_reader
    • platform_ml_read
    • sn_nb_action.trend_definition_author
    Note:
    Included with the Recommended Actions plugin.
    Trend Definition author

    [sn_nb_action.trend_definition_author]

    		 Configures trend definitions.
    Note:
    Included with the Recommended Actions plugin.

    Guidances

    The Guided Decisions Experience application includes the guidances described in the following table.
    Table 3. Guidance involved in Guided Decisions
    Guidance Description
    Apply resolution from a solved case

    Enables agents apply a resolution from recommended solved cases by clicking the Resolve case button on a card. The action copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved.
    Communicate Workaround

    Enables agents to communicate a workaround from a recommended problem record by clicking a Communicate workaround button on a card. The action opens the guidance in the side panel.

    The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case.
    Create case task

    Enables agents to create a case task for the current case by clicking a Create button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it.
    Create Work Order

    Enables agents to create a work order for a case by clicking a Create button on a card. Creates a work order task and opens the task in a subtab.
    Link to existing defect

    Enables agents to link an existing defect to the current case by clicking a Link to defect button on a card, which links the defect to the case and updates the work notes.
    Link to existing open case

    Enables agents to link the current case to an existing open case by clicking the Link to this case button on a card. The action sets the open case as the parent of the current case.
    Offer Recommendation Enables agents to recommend upgrade of a product to provided product model.
    Propose Resolution

    Enables agents to enter resolution notes and a resolution code for a case by clicking a Propose Solution button on a card.
    Read message to customer

    Enables an agent to indicate that a message was read to the customer during a call by clicking the Mark as read button on a card, and adding the message to the work notes.
    Reassign case

    Enables agents to reassign the current case to a recommended assignment group by clicking a Reassign button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated.
    Review and attach article

    Enables agents to review a recommended knowledge article in the contextual side panel. They can do this by clicking the Review and attach article button on a card, which opens the article in the side panel.

    In the side panel, agents can do the following:
    • Review the article.
    • Attach the article to the case.
    • Mark the article as helpful.
    • Open the article in a subtab.