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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

Create a decision tree for troubleshooting a failed transaction

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 All > Guided Decisions > Decision Trees.
Image omitted: nav-decision-tree.png
Navigation to decision tree in the navigation side bar.

  1. Select New on the Decision Trees list.

  2. On the form, fill in the fields.

    FieldDescription
    NameType Troubleshoot credit card transaction failure.
    Action LabelType Troubleshoot.
    DescriptionType Decision tree to help agents troubleshoot a credit card transaction failure.
    TitleType Troubleshoot credit card transaction failure.
    Question font sizeEnter the desired font size for the questions in the guided decision tree. Example: 14
    Show a dismiss buttonSelect this check box if you want the Dismiss button to appear on recommendation for the agent.
Image omitted: create-decision-tree-example.png
The new record form to fill in the decision tree details.

  1. Select Submit.

    The Open in Builder button is shown.

What to do next

Configure the start node to ask for the user, card, and transaction details and determine if any amount was debited.