What is a decision or troubleshooting tree?
A decision or troubleshooting tree is a tool to help individuals find the solution to a problem or to make a decision. These type of trees are often used by customer or technical support departments to help their representatives guide a user through a problem and reach the correct answer. A tree breaks a problem into various paths, where the user responds to a series of questions, each which may take the user along a different branch until the problem is solved. Trees have proven to be more useful and yield better results than simply referring the user to a document. They save organizations lots of time and money because they allow their customers to solve their own common problems without involving support personnel. Decision trees are efficient ways to guide a user to a correct answer because unlike generalized document, trees present only the information pertinent to the user’s particular problem.
