Use Guided Decisions in playbooks to resolve cases

---
title: Use Guided Decisions in playbooks to resolve cases
description: As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/use-guided-decisions.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Automate and optimize, Use, Customer Service Management]
---

# Use Guided Decisions in playbooks to resolve cases

As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case.

## Before you begin

Role required: sn\_customerservice\_agent

## About this task

A decision tree presents a series of questions that you can answer and provide inputs where required. The decision tree evaluates your answers and provides the next set of questions or gives you guidance on what to do next. For example, the guidance can be to attach a knowledge article or propose a solution to a customer to help resolve an issue.

Depending on the context of the case that you're working on, decision trees appear in playbooks in CRM Workspace or as a recommended action in CRM Workspace. For details on using recommended actions, see [Use Guided Decisions in recommended actions to resolve cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-guided-decisions-ra.md).

## Procedure

1.  Open CRM Workspace.

2.  Open a case that you want to work on.

3.  Select **Playbook**.

4.  Work your way through a decision tree by providing inputs and proceeding by going to the next or previous set of questions, or dismissing the decision tree flow.

5.  In the View my responses tab, select the Edit icon \[Omitted image "icon-pencil-ac.png"\] Alt text: Edit icon\) next to the node to modify your selection or entered value.

6.  Select the action button or dismiss the final guidance.

    The Activity list is updated with the action taken.