with decision tree Builder business process owners and analysts can create decision trees using a low code visual tool to help agents troubleshoot customer issues analysts and business process owners can use decision tree Builder to represent their business processes using nodes and paths they can also validate and activate a tree with a single click make complex decisions using customer answers and guide agents in resolving customer issues a decision tree is a multi-step process that includes questions answers and guidances for agents it walks them through a troubleshooting process that asks them questions based on their answers agents receive advice on the next step to take in the resolution process all decision trees have a start node and can contain multiple question nodes guidance nodes and path elements start node is the starting point of a decision tree question nodes include questions to be asked of customers the answers lead to another question guidance or another decision tree a guidance node guides agents in taking the appropriate issue resolution step a path connects nodes and each node includes a path that represents its potential outcome let's look at how Amy and Acme corpse support agent uses a decision tree to troubleshoot a failed credit card transaction prompted by the decision tree Amy collects user and credit card transaction details if any amount is debited Amy could initiate trans action tracking but in this case the customer confirms to Amy that no amount has been debited she follows the amount not debited flow and encounters a question note she ask the customer to provide the failure code the failure code is 500 so Amy takes the path for that error code follows the advice associated with the guidance node and assigns an IT technician to the case decision tree Builder provides a canvas to illustrate decision trees that agents can use to troubleshoot solutions for customer issues for more information see our product documentation or knowledge base or ask a question in the service now community