---
title: Decision trees in Guided decision
description: Decision trees and guidances enable agents to work through a structured troubleshooting process to resolve customer issues faster and provide standardized resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/decision-trees-in-guided-decisions.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Decision trees in Guided decision

Decision trees and guidances enable agents to work through a structured troubleshooting process to resolve customer issues faster and provide standardized resolution.

-   **Decision trees**

    A decision tree is a multi-step process that includes a series of questions, answers, and a guidance for an agent to follow. This process is made up of different decision tree elements, including nodes, inputs, and paths. For more information, see [Decision tree elements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/guided-decision-tree-elements.md).

    Decision trees contain different types of nodes. Decision nodes represent one or more questions. Guidance nodes provide recommendations to agents. Each decision tree has a root node called the start node. Each node includes a path to the next node. Based on the answers to the questions, each decision node leads to an outcome, which can be a guidance, a follow-up question, or another decision tree.

-   **Guidances**

    A guidance is an action that an agent can take or information that an agent can share. For example, a guidance can recommend that the agent can share a knowledge article or create a work order. Agents can perform the action by clicking a button on the card.


For more information about creating a decision tree, see the following topics:

-   [Configuring decision trees in Decision Tree Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/decision-trees-in-gdb.md)
-   [Create a decision tree in Core UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-decision-trees-gdb.md)