KBID 395 Date Created: 9/27/2004 Date Modified: 9/7/2010
Yes. To help a user make a decision about a product, service...whatever, you can create knowledge items that walk the user through a series of questions, each subsequent question varying based on their previous response.
To create a decision tree using the Fuze Suite, you merely create knowledge items where in the answer of the knowledge item you pose potential responses, each potential response linking to another knowledge item that either asks another question or provides an answer. When building the decision tree, you must start by building the bottom level of the tree and work your way up so that you can link the responses to existing knowledge items.
Using an option available when creating a knowledge item, only the knowledge item that reflects the top of the decision tree would be accessible when searching the knowledge base. This is important so that the user could not view a knowledge item that requires them to first answer a previous question posed in another knowledge item. It is also recommended that you include the question in the answer portion of knowledge items that support lower legs of the tree. You will see both of these techniques used in the following example.
Please click here to view an example decision tree using the Fuze Suite.