Configuring guidances and decision trees

---
title: Configuring guidances and decision trees
description: Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configuring-guided-decisions.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Configuring guidances and decision trees

Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.

**Note:** The Guided Decisions Experience\[com.snc.guided\_decisions\_playbook\_experience\] plugin is planned for deprecation in the Denmark release. Existing customers who already have the plugin installed can continue to access and migrate their Guided Decision Trees to Guided Decision Playbooks. However, new customers, or customers who have not previously installed the Guided Decisions Experience plugin, must create new decision flows using Guided Decision Playbooks, as Guided Decisions is no longer available for new installations. For migration guidance, see the [Guided Decisions Experience Deprecation: Migrating Guided Decision Trees to Guided Decision Playbooks](https://support.servicenow.com/kb?sys_kb_id=4c606e1847030f1c3b05ff48436d434d&id=kb_article_view) KB article.

A decision tree is a structured troubleshooting process for service agents to work through. For more information, see [Setting up Guided Decisions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/setting-up-guided-decisions.md).

The configuration process consists of the tasks listed in the following table.

<table id="table_ikt_fvp_qlb"><thead><tr><th>

Step

</th><th>

Description

</th></tr></thead><tbody><tr><td>

[Create a guidance in the Core UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/create-guidances.md)

</td><td>

Configure guidances to provide actions to your agents.

</td></tr><tr><td>

[Configuring decision trees in Decision Tree Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/decision-trees-in-gdb.md)

</td><td>

Configure decision trees that agents can use to troubleshoot solutions for customer issues.You can create decision trees in Decision Tree Builder only.

</td></tr><tr><td>

[Editing decision trees in Core UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/decision-trees.md)

</td><td>

Edit the decision trees that you created using Core UI to improve or extend the troubleshooting process.Only editing of existing decision trees is supported in Core UI. You can create decision trees in Decision Tree Builder only.

</td></tr><tr><td>

[Add Guided Decisions to Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/add-guided-decisions-to-recommended-actions.md)

</td><td>

Add decision trees to recommended actions, so that agents can take relevant actions in a troubleshooting process based on a record context.

</td></tr><tr><td>

[Add Guided Decisions to playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/add-guided-decision-playbook.md)

</td><td>

Add decision trees to playbooks, so that agents can provide resolution in a troubleshooting process for their cases.

</td></tr><tr><td>

[Add Guided Decisions to Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/add-guided-decisions-service-portal.md)

</td><td>

Add decision trees to Service Portal, so that internal users can leverage self-service or troubleshoot their issues.

</td></tr></tbody>
</table>