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Decision Trees

Decision Trees

Decision Trees allow you to create interactive troubleshooting flows where users answer yes/no questions to find solutions to their problems.

Overview

Decision Trees consist of:

  • Nodes - Individual questions in the tree
  • Branches - Yes/No paths connecting nodes
  • Solution Articles - Articles shown as the final answer
  • Visual Editor - Drag-and-drop interface for connecting nodes

Creating a Decision Tree Flow

  1. Create a new flow and select "Decision Tree" as the display type
  2. The decision tree editor will appear in the content panel
  3. Click "Add Node" to create your first question
  4. Connect nodes using the visual editor

Adding Decision Nodes

  1. Click the "Add Node" button in the tree editor
  2. Enter a question for users to answer
  3. Optionally link to a solution article
  4. Click "Create"

Node Settings

  • Question - The yes/no question users will see (required)
  • Solution Article - Article to show as the answer when reached
  • Parent Node - The node this branches from (advanced)
  • Yes → Go to - Node to show when user answers Yes
  • No → Go to - Node to show when user answers No

Connecting Nodes Visually

The visual editor makes it easy to connect nodes:

  1. Hover over a node to see connection handles
  2. Drag from the "Yes" handle to the node for Yes answers
  3. Drag from the "No" handle to the node for No answers
  4. Click "Save Connections" to persist the tree

Leaf Nodes

Leaf nodes are the endpoints of your decision tree:

  • Link to a solution article to provide the final answer
  • Or leave without an article to let users restart or seek other help

Editing and Deleting Nodes

  • Click the edit icon on a node to modify it
  • Click the delete icon to remove a node
  • Changes are saved immediately

Best Practices

  • Keep questions simple and unambiguous
  • Start with broad questions and narrow down
  • Link all leaf nodes to solution articles
  • Test your tree to ensure all paths lead to answers
  • Keep trees balanced (similar depth for all paths)

Example Use Cases

  • Troubleshooting login issues
  • Diagnosing technical problems
  • Finding the right product for a user's needs
  • Step-by-step problem resolution guides