An interactive decision tree in Document360 is a visual, step-by-step guide that helps readers navigate through a process, make decisions, or resolve issues — without reading through a long article.
Instead of presenting all information at once, a decision tree presents one step at a time. At each step, the reader makes a selection — using buttons, radio buttons, or dropdown menus — and is guided to the next relevant step based on their choice. The experience is tailored to each reader's specific situation.
Decision trees are fully responsive and work across all screen sizes and devices.
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Use cases
| Use case | How decision trees help |
|---|---|
| Onboarding | Guide new users through setup step by step, with images and interactive elements that make the process easier to follow than a text-heavy article. |
| Troubleshooting | Walk users through common problems — at each step they select what applies to their situation and are routed to the most relevant resolution. |
| Product tutorials | Teach users how to complete tasks using interactive steps, ideal for processes where different users need to follow different paths. |
| Internal processes | Standardise workflows by guiding team members through consistent, step-by-step procedures, reducing errors from misinterpretation. |
How to access
- Log in to the Knowledge base portal and select your project.
- From the left navigation bar, click Interactive decision tree.
The module opens displaying all decision trees in your project along with their statuses.
Get started on Interactive decision trees
Use the links below to explore everything about interactive decision trees.
Creating interactive decision trees
Learn how to build a decision tree from blank or use a template to get started quickly.
Learn more →Managing interactive decision trees
Edit, reorder, clone, delete, and categorise your decision trees from one place.
Learn more →Settings for interactive decision trees
Configure SEO, tags, version history, security, and other advanced options for your decision trees..
Learn more →View interactive decision trees
Understand how readers access and navigate decision trees on the knowledge base site, including adding them to the header or footer.
Learn more →Best practices
- Use decision trees for branching content. If a process has multiple outcomes depending on the reader's situation, a decision tree is far more effective than a single linear article.
- Keep each step focused on one question or action. One decision per step keeps the experience clear and prevents readers from feeling overwhelmed.
- Write step titles and options in plain, action-oriented language. Readers should immediately understand what each option means and where it leads.
- Use images at key steps. Screenshots and diagrams help significantly for UI-heavy workflows.
- Link steps to detailed articles rather than duplicating content within the step itself.
- Test every pathway before publishing to ensure there are no dead ends or incorrect routes.
- Add decision trees to your knowledge base navigation — header or footer — so readers can discover them easily. → View interactive decision trees