---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a decision tree

# Create a decision tree for troubleshooting a failed transaction {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Help Anita create a decision tree that agents can use to troubleshoot a failed credit card transaction. After this step, the decision tree can be configured in Decision Tree Builder.

## Before you begin

Role required: admin, sn_gd_core.decision_tree_author

## Procedure

1. Navigate to AllGuided DecisionsDecision Trees.  
2. Select New on the Decision Trees list.
3. On the form, fill in the fields.  
   {#create-decision-tree-credit-card-transaction-failure__table_iqw_31m_52c__entry__2}

   | Field | Description |
   |-|-|
   | Name | Type <kbd class="ph userinput">Troubleshoot credit card transaction failure</kbd>. |
   | Action Label | Type <kbd class="ph userinput">Troubleshoot</kbd>. |
   | Description | Type <kbd class="ph userinput">Decision tree to help agents troubleshoot a credit card transaction failure</kbd>. |
   | Title | Type <kbd class="ph userinput">Troubleshoot credit card transaction failure</kbd>. |
   | Question font size | Enter the desired font size for the questions in the guided decision tree. Example: <kbd class="ph userinput">14</kbd> |
   | Show a dismiss button | Select this check box if you want the Dismiss button to appear on recommendation for the agent. |
   [Table 1. Decision tree form for troubleshooting a failed transaction]

   {#create-decision-tree-credit-card-transaction-failure__table_iqw_31m_52c}

4. Select Submit.  
   The Open in Builder button is shown.

## What to do next

[Configure the start node](https://www.servicenow.com/docs/CwlU7YN35ooCpGULA8h5cA "Add questions to ask for credit cardholder details and transaction details and configure answer types in a start node in Decision Tree Builder.") to ask for the user, card, and transaction details and determine if any amount was debited.

*[\>]: and then