Decision points, Decision tree

Also known as “branching,” this is the ability of an automated workflow process to choose different steps depending on the results of earlier steps. As an example, a workflow that walks a consumer through the process of troubleshooting a router problem might ask for information to determine if something other than the router is the real problem, and then branch away from trying to fix the router if appropriate. “Dynamic” decision points add the ability for the workflow software to query various aspects of the customer ecosystem and branch automatically, without agent or customer intervention.

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