Configure a question node for further assistance

task brazil Updated Sep 10, 2026 1 min read configure-a-question-node-for-further-assistance.md

Add a question node to ask users whether they need further assistance.

Before you begin

Role required: admin, sn_gd_core.decision_tree_author

About this task

[Omitted image "ex-further-assistance-question.png"] Alt text: The Further assistance needed question node showing the choice as the answer type with yes and no as the choices.

Procedure

Select New node on the path that comes from the Initiate transaction tracking guidance.
In the Node name field, enter Further assistance needed.
In the Question or instruction field, type Do you need further assistance?.
Make this question a required question by selecting the Required question field.
In the Type of answer field, select Choice.
In the Label field, enter Yes for the first option in the list.
Select Add choice.
In the Label field, enter No for the second option in the list.
Select Save and close.

What to do next

Do the following steps to add the next guidance node:

Configure a path with the condition "Do you need further assistance? | is | Yes". For more information and example, see Determine the next node displayed in a decision tree and Configuring paths with conditions whether the amount is debited or not.
Add a guidance node and associate the More options guidance to the Yes path. For more information and example, see Provide actions to agents in a decision tree and Configure a guidance node to initiate the transaction tracking.

53 lines · 2.6 KB Wrap lines

---
title: Configure a question node for further assistance
description: Add a question node to ask users whether they need further assistance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-a-question-node-for-further-assistance.html
release: brazil
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]
---

# Configure a question node for further assistance

Add a question node to ask users whether they need further assistance.

## Before you begin

Role required: admin, sn\_gd\_core.decision\_tree\_author

## About this task

\[Omitted image "ex-further-assistance-question.png"\] Alt text: The Further assistance needed question node showing the choice as the answer type with yes and no as the choices.

## Procedure

1. Select **New node** on the path that comes from the Initiate transaction tracking guidance.

2. In the **Node name** field, enter `Further assistance needed`.

3. In the **Question or instruction** field, type `Do you need further assistance?`.

4. Make this question a required question by selecting the **Required question** field.

5. In the **Type of answer** field, select Choice.

6. In the **Label** field, enter `Yes` for the first option in the list.

7. Select **Add choice**.

8. In the **Label** field, enter `No` for the second option in the list.

9. Select **Save and close**.

## What to do next

Do the following steps to add the next guidance node:

1. Configure a path with the condition "Do you need further assistance? \| is \| Yes". For more information and example, see [Determine the next node displayed in a decision tree](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-path-in-gdb.md) and [Configuring paths with conditions whether the amount is debited or not](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configuring-paths-for-next-nodes.md).
2. Add a guidance node and associate the More options guidance to the Yes path. For more information and example, see [Provide actions to agents in a decision tree](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-guidance-in-gdb.md) and [Configure a guidance node to initiate the transaction tracking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-guidance-node-initiate-transaction-tracking.md).