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Guided Decisions for Customer Service Management

Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.

Guided decisions

Guided Decisions is a decision authoring and  execution capability in Customer Service Management. A guided decision guides customer service agents through a troubleshooting process based on the context of the case they are working on. It asks them questions based on previous answers and gives guidance on the next step  they to take in the resolution process.

Using Guided Decisions has the following benefits:

Improve first contact resolution: Dynamically guide customer service agents along the optimal path to resolve complex cases.
Shift to digital faster: Author decision trees and guide customer service agents to take the next optimal action.
Improve customer service agent productivity: Surface contextual recommendations in the Agent Workspace.

Guided decisions consist of decision trees. A decision tree is a multi-step process consisting of a series of questions, answers, and guidances.

Decision trees contain decision tree nodes, which represent one or more questions and the associated decision or guidance paths. Based on the answers, each decision tree leads to an outcome. The outcome is either a guidance or a follow-on question.

The following is an example of a decision tree structure. Example of decision tree structure

The following is an example of the configuration behind the structure. Example of decision tree configuration

Decision strategists, who are typically subject matter experts or knowledge authors, author decision trees. Once a decision tree is created, the guided decision can be added to a playbook.

Customer service agents interact with decision trees as part of a playbook within a case. Based on the conditions set up, the playbook containing the guided decision is displayed in the case. Customer service agents work through the guided decision and complete actions suggested in the guidance.

Example of a guided decision within a playbook in Agent Workspace

Activation information

Activate the following plugins, as required.


Name	Description
Guided Decisions for Playbook in Workspace [com.snc.guided_decisions_playbook_experience]	Enables activity types, definitions, and UI components for the display of guided decisions in a playbook on Workspace. Note: This plugin installs the Guided Decisions and Guided Decisions - Guidance plugins.
Guided Decisions [com.snc.guided_decisions]	Enables the framework and execution engine for creating guided decisions.
Guided Decisions - Guidance [com.snc.guided_decisions_guidance]	Enables the framework for creating a guidance for guided decisions.
Guided Decisions - Guidance Global Entities [com.snc.guided_decisions_guidance_global]	Contains all the global artifacts required for the guided decisions feature.

Roles

Ensure that users can perform all the necessary actions by assigning roles.


Role	Description
sn_gd_guidance.guidance_user	Read access to guidances. Note: This role is automatically given to customer service agents.
sn_gd_guidance.guidance_manager	Create, read, update, delete access to guidances. Guidance managers create guidances that are given as an outcome to a series of questions in a decision tree. Note: This role is automatically given to customer service managers.
sn_gd_core.decision_tree_user	Read access to decision trees. Note: This role is automatically given to customer service agents.
sn_gd_core.decision_tree_author	Create, read, update, delete decision trees. Decision authors define decision trees that provide a series of questions to the customer service agent to answer. Note: This role is automatically given to customer service managers.
pd_content_author	Add decision trees and guidance to a new or existing playbook for customer service agents to access on Agent Workspace.

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Guided Decisions for Customer Service Management

Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.