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Example configuration of a decision tree › Guided Decisions configuration › Agent tools › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure a question node to ask failure codes

Add a question to ask for the failure code that the customer received after a failed credit card transaction.

Before you begin

Role required: admin, sn_gd_core.decision_tree_author

About this task

Image omitted: ex-failure-code-question.png
The Ask for failure codes question node showing the choice as the answer type with 200, 300, and 500 as the choices.

Procedure

  1. Select Add node on the Amount-not-debited path.
Image omitted: ex-amt-not-debited-question.png
the Add node button in the Decision Tree Builder to configure a question or guidance node.

  1. In the pop-up window, select Ask users at least one question to configure a question node.

  2. In the Node name field, enter Ask for failure codes.

  3. In the Question or instruction field, type Enter the failure code.

  4. Make this question a required question by selecting the Required question field.

  5. In the Type of answer field, select Choice.

  6. In the Label field, enter Failure code 200 for the first option in the list.

  7. Select Add choice.

  8. In the Label field, enter Failure code 300 for the second option in the list.

  9. Select Add choice.

  10. In the Label field, enter Failure code 500 for the third option in the list.

  11. Select Save and close.

What to do next

Configure a path for each failure code the customer can receive after a failed credit card transaction.