ServiceNow Certified Implementation Specialist – Customer Service Management — Question 113

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

Answer options

• A. A step-by-step methodology for creating and solving different case types
• B. A detailed check list for customer service teams
• C. A multi-step process consisting of a series of questions answers, and guidance
• D. A set of steps used to define a complex process

Correct answer: C

Explanation

The correct answer is C, as a decision tree is indeed a multi-step process that includes a series of questions and answers that guide users through decision-making. Option A describes a methodology but lacks the specific interactive element of a decision tree. Option B refers to a checklist, which is not the same as a decision tree, and option D is too broad and does not capture the question-and-answer structure inherent in decision trees.