CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ269

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

Guided Decisions is a decision-authoring and execution capability that dynamically directs agents in resolving complex cases. Guided Decisions consists of decision trees. What is a decision tree?

Explanation

A decision tree is a multi-step troubleshooting flow in which an agent answers a series of questions and receives guidance on the next actions or resolution steps based on those answers.

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