Add questions or instructions to a decision tree

task brazil Updated Sep 10, 2026 1 min read configure-start-node-gdb.md

Add questions you want to ask your customers or instructions you want to provide to them and configure answer types in a start node in Decision Tree Builder.

Before you begin

Role required: admin, sn_gd_core.decision_tree_author

About this task

The start node is the first node in a decision tree. It contains a task input and a minimum of one question or instruction. You can configure one or more questions to ask customers or instructions to provide to them.

Procedure

Navigate to All > Guided Decisions > Decision Trees.
Select the decision tree from the list.
Select Open in Builder.
In Decision Tree Builder, select New node.
In the Node name field, enter a name for the start node.
In the Reference table field, select a table for the record type.

The table that you select for the task input does not necessarily have to be a task table. For example, you can select a case, incident, or interaction table for the record context to recommend this decision tree in a workspace.

Note: You must select the same table as the reference table for the context record in Recommended Actions.
In the Question 1 section, enter a question or instruction for customers.

You can add text formatting, images, or links using the controls at the top of the Question 1 section.
Make this question a required question by selecting the Required question field.
Select the type of answer for your question.

For a description of the answer types, see Answer types for questions.

The answer the customer provides to a question can be passed to other nodes and paths via input mapping.
Link inputs to reuse answers from prior nodes.

For more information, see Reuse answers at decision points.
Add more questions or instructions.
Select Save and close.

What to do next

Determine the next node displayed in a decision tree

68 lines · 3.0 KB Wrap lines

---
title: Add questions or instructions to a decision tree
description: Add questions you want to ask your customers or instructions you want to provide to them and configure answer types in a start node in Decision Tree Builder.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-start-node-gdb.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring decision trees in Decision Tree Builder, Configuring guidances and decision trees, Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Add questions or instructions to a decision tree

Add questions you want to ask your customers or instructions you want to provide to them and configure answer types in a start node in Decision Tree Builder.

## Before you begin

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

## About this task

## Procedure

1. Navigate to **All** &gt; **Guided Decisions** &gt; **Decision Trees**.

2. Select the decision tree from the list.

3. Select **Open in Builder**.

4. In Decision Tree Builder, select **New node**.

5. In the **Node name** field, enter a name for the start node.

6. In the **Reference table** field, select a table for the record type.

The table that you select for the task input does not necessarily have to be a task table. For example, you can select a case, incident, or interaction table for the record context to recommend this decision tree in a workspace.

**Note:** You must select the same table as the reference table for the context record in Recommended Actions.

7. In the Question 1 section, enter a question or instruction for customers.

You can add text formatting, images, or links using the controls at the top of the Question 1 section.

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

9. Select the type of answer for your question.

For a description of the answer types, see [Answer types for questions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/type-of-answer.md).

The answer the customer provides to a question can be passed to other nodes and paths via input mapping.

10. Link inputs to reuse answers from prior nodes.

For more information, see [Reuse answers at decision points](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/map-inputs-in-decision-guidance-node.md).

11. Add more questions or instructions.

12. Select **Save and close**.

## What to do next

[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)