Preparation for creating a decision tree
Before configuring a decision tree, process analysts should document the flow of the decision tree using a flow chart including the questions, answers, associated paths, and guidance.
Anita, who is a process analyst at the StellarVest bank wants to create a decision tree that enables agents to troubleshoot a failed credit card transaction.
Anita first creates a flowchart to document the flow of a decision tree to determine the questions, answers, and possible guidance to configure.
Image omitted: ex-decision-tree-flow-chart.png
A flow chart depicting the flow of the decision tree that the admin wants to configure.
A flow chart depicting the flow of the decision tree that the admin wants to configure.
| No. | Element | Name | Description |
|---|---|---|---|
| 1 | Start node | Card holder and transaction details | Start node that collects customer, credit card, and transaction details. |
| 2 | Path | Amount is debited | Path with condition: Amount is debited. |
| 3 | Guidance node | Initiate transaction tracking | Guidance to initiate transaction tracking when amount is debited. |
| 4 | Question node | Further assistance needed | Ask whether the customer needs further assistance. |
| 5 | Guidance node | Provide more options | Guidance to provide more options such as talk to an agent or request a new card. |
| 6 | Path | Amount is not debited | Path with condition: amount isn’t debited. |
| 7 | Question node | Failure codes | Collect transaction failure codes when amount isn’t debited. |
| 8 | Path | Error 200 | Error code received is 200. |
| 9 | Guidance node | Reassign case | Guidance to reassign the case to someone else. |
| 10 | Path | Error 300 | Error code received is 300. |
| 11 | Guidance node | Create work order | Guidance to create a work order for dispatching a new credit card. |
| 12 | Path | Error 500 | Error code received is 500. |
| 13 | Guidance node | Assign IT technician | Guidance to assign an IT technician to resolve the issue. |