Create a decision tree for troubleshooting a failed transaction

task australia Updated Sep 10, 2026 1 min read create-decision-tree-credit-card-transaction-failure.md

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

Navigate to All > Guided Decisions > Decision Trees.

[Omitted image "nav-decision-tree.png"] Alt text: Navigation to decision tree in the navigation side bar.
Select New on the Decision Trees list.

On the form, fill in the fields.

Field	Description
Name	Type `Troubleshoot credit card transaction failure`.
Action Label	Type `Troubleshoot`.
Description	Type `Decision tree to help agents troubleshoot a credit card transaction failure`.
Title	Type `Troubleshoot credit card transaction failure`.
Question font size	Enter the desired font size for the questions in the guided decision tree. Example: `14`
Show a dismiss button	Select this check box if you want the Dismiss button to appear on recommendation for the agent.

[Omitted image "create-decision-tree-example.png"] Alt text: The new record form to fill in the decision tree details.

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.

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---
title: Create a decision tree for troubleshooting a failed transaction
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-decision-tree-credit-card-transaction-failure.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Example configuration of a decision tree, Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# 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** &gt; **Guided Decisions** &gt; **Decision Trees**.

    \[Omitted image "nav-decision-tree.png"\] Alt text: Navigation to decision tree in the navigation side bar.

2.  Select **New** on the Decision Trees list.

3.  On the form, fill in the fields.

    |Field|Description|
    |-----|-----------|
    |Name|Type `Troubleshoot credit card transaction failure`.|
    |Action Label|Type `Troubleshoot`.|
    |Description|Type `Decision tree to help agents troubleshoot a credit card transaction failure`.|
    |Title|Type `Troubleshoot credit card transaction failure`.|
    |Question font size|Enter the desired font size for the questions in the guided decision tree. Example: `14`|
    |Show a dismiss button|Select this check box if you want the Dismiss button to appear on recommendation for the agent.|

    \[Omitted image "create-decision-tree-example.png"\] Alt text: The new record form to fill in the decision tree details.

4.  Select **Submit**.

    The **Open in Builder** button is shown.


## What to do next

[Configure the start node](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ask-card-holder-and-transaction-details.md) to ask for the user, card, and transaction details and determine if any amount was debited.