Zingtree Tags: decision tree maker

How to Do Math Calculations in Decision Trees

Updated Feb. 10, 2019

If you’re using Data Entry Fields or Merge Variables to bring data into your decision tree session, you may want to perform math calculations on these variables. Zingtree offers a “Math Webhook” option that lets you assign a new variable to the results of an equation. Here’s how to set it up:

  1. Edit the node where you want the new variable (the result of the math operation) to be calculated.
  2. Click on the Apps/Webhooks tab.
  3. Under Call App or Webhook, choose Webhook: Zingtree Math.

     

  4. In the Message Data, you enter the equation. You can insert variables (enclosed with # characters), and assign a result to a new variable (no enclosing # characters). In the above example from our Zingtree Math Demo tree, we are assigning the variable area to be equal to the variables width times height.
    area=#width#*#height#

 

Example Calculations

Here are some examples:

result=(#a#+#b#)*3
Set variable result to a plus b, times 3.

area=round (100 * (#radius#^2)*pi)/100
Set the variable area to pi times the radius squared. Then multiply it by 100, round it to an integer, and divide by 100 to make two decimal places only. (“pi” is a built-in constant).

Reference

These Operations are supported:

Operation Details Example
+ Addition 2+3 = 5
Subtraction 5-3 = 2
* Multiplication 5*3 = 15
/ Division 15/3 = 4
^ Power 5^2 = 25
( ) parenthesis (2 + 3) * 5 = 25

You can also use these Functions

Function Details Example
exp e raised to the power of x exp(1) = 2.718281828
log natural logarithm log(2.718281828) = 1
sqrt square toot sqrt(25) = 5
round round to nearest integer round(3.14) = 3
floor round down floor (3.14) = 3
ceil round up ceil (3.14) = 4
abs absolute value abs(-2) = 2
sgn sign: -1 if < 0, 1 if > 0 sgn(-20) = -1

Trigonometric functions are also available (sin, cos, tan, etc.)

You can also use the constants pi and .

Tip

If you are using single letter variables, then you don’t need to enclose them with # characters. For example, if w and h are the width and height of a rectangle, you can calculate the area with this equation:

area = w*h

Demo

The Zingtree Demo gallery has an example. You can try it and examine it.

View Demo

 

 

Original Deprecated Math Webhooks (still active, but no longer recommended):

If you’re using Data Entry Fields or Merge Variables to bring data into your decision tree session, you may want to perform basic math operations on these variables. Zingtree offers a stock webhook option that lets you assign a new variable to the results of an addition, subtraction, multiplication or division operation. Here’s how to set it up:

  1. Edit the node where you want the new variable (the result of the math operation) to be calculated.
  2. Click on the Apps/Webhooks tab.
  3. Under Call App or Webhook, choose Webhook: Zingtree Math.

  4. In the Message Data, you’ll need to provide the operation, the two variables or values to calculate, and a variable name for the result. In the example above, we’re assigning a variable named result to the sum of variables a and b. Variables must be enclosed in # characters.

Example Calculations

Here are some message examples:

&op=plus&a=5&b=3&result=c
Sets variable c to 5+3

&op=minus&a=#gross#&b=#expenses#&result=net
Sets variable net to the difference of variables gross and expenses.

&op=times&a=#weeks#&b=7&result=days
Sets variable days = weeks * 7.

&op=div&a=#days#&b=7&result=weeks
Sets variable weeks = days / 7.

 

Operations Reference

You can use the following in the op= parameter:

  • plus
  • minus
  • times
  • div

 

5 Ways to Get More Out of Zingtree in the New Year

A new year is always a new chance to look at things with fresh eyes and do things better. We’re uncovering some of the great ways to improve your experience with Zingtree decision trees, making the process of building decision trees easier, more dynamic, and more time-saving.

Here are 5 of the most unique and valuable ways to get more out of Zingtree this year…

1. Explore new methods of customizing.

We made it part of our mission to make creating decision trees fast, easy, and accessible; another big part of that is making them flexible enough to fit any business’ possible needs, branding, and more. How do we do it? Through our ever-growing roster of decision tree customizations. Along with the basic choices like selecting panels vs. buttons for users to click through, we’ve built out support for other custom adjustments like:

You can see other decision tree customizations right here.

2. Set your decision trees to support multiple languages.

How many of your current or potential customers can’t properly access your decision trees? It’s not just about being able to view and click through, it’s about being able to really understand what’s going on in their native language. When you set your decision trees to support multiple languages, you’re opening yourself up for better satisfaction, faster resolution, and increased customer loyalty for putting in the effort to really speak to them.

You can include a Google Translate option in your decision trees which allows them to automatically support foreign languages – just use &google_translate=* to support ALL language translations that Google offers! You can find the complete list of languages here, and take a look at another way to translate decision trees here.

3. Utilize Advanced Logic Nodes to automatically branch with more complex rules.

Logic rules and decision trees are a true match made in heaven. With all of the power of your decision trees already in place, you can use simple logic to automatically branch to a node in your tree based upon data entered or choices made earlier in the session..

With more advanced logic set up, you can create a set of more complex rules and operations to accomplish even more. For instance, by building expressions out as shown below, you can create a decision tree system that sends users to get specific advice based on their age and state.

4. Connect Zingtree with Zapier (and other amazing applications).

Decision trees are powerful on their own, but their value increases tenfold when you can share data with other applications. Using Zingtree with Zapier allows your business to send data collected during each decision tree session to over 1000+ applications currently supported by Zapier. This means more simple data exchange to do things like:

  • Save new customer information in a Google Sheets or Excel row for more streamlined tracking.
  • Send info collected in a tree session to Salesforce, Zoho, or any other CRM for faster customer management.
  • Add an email address entered into a tree into Mailchimp automatically for improved list growth.

There are so many possibilities depending on the tools you currently use. Get in touch with us to chat about how our integrations can make your life easier.

5. Look for areas of improvement.

With your decision trees already in circulation within your company or helping out your customers online, one of the biggest things you can do is check back in to see how they can be improved. Because our decision tree platform allows you to collect key information and data instantaneously, it’s easy to see where adjustments can be made for the better.

With Zingtree reports and analytics, you can see exactly how your trees are performing in a number of ways and use that information to make improvements to those decision trees that make them even better. With better trees come better results! A few areas of improvement to consider could be:

  • If users are leaving the tree too early, try condensing or reducing the overall number of nodes.
  • If you’re getting feedback that your decision tree messaging isn’t clear enough, try integrating more visuals and graphics.
  • If call center agents aren’t receiving the best ratings for their service, try adjusting the script until you see positive changes.

We’re always working on improving our decision tree platform and making it exactly what our customers want. Have an idea for a new feature or a suggestion for how we can do better? Get in touch with us.

The Ultimate Online Decision Tree Maker for Any Need

A decision tree maker is the best tool for simplifying complicated processes, including those frequently faced in customer support, technical troubleshooting, sales optimization, training, program enrollment, and communications, to name a few. Presented in a customized, standardized, and completely interactive environment, decision trees have the potential to make a huge impact on the efficiency and effectiveness of any business or organization.

Zingtree is an online decision tree maker that allows you to quickly build, customize and publish interactive decision trees online, and comes fully-loaded with real-time analytics and reports.

How to Use Zingtree’s Decision Tree Maker

Our powerful decision tree maker toolkit allows you to create trees in a few unique ways:

1. Start from Spreadsheets

Easily draft and import any Google Sheets or Excel document into Zingtree and turn it into a decision tree. Once imported, you can enhance using powerful editing tools that offer more decision tree-related functionality than spreadsheets alone.

2. Draw It out With Designer

Designer lets you easily “draw” a decision tree. On a single display, you’ll be able to view and create the nodes and pathways for your decision tree and see exactly how it’ll flow.

Watch the Designer tutorial video here.

3. Quickly Create Using Wizard

Wizard builds a tree through prompts, using a form-based approach. The tool walks you through how to make a decision tree, while you input the questions and answers.

Watch the Wizard tutorial video here.

4. Build From Scratch With Overview

Overview is a form-based option for creating trees node-by-node. The editor has tools for refining to perfection and is ideal for content-rich decision trees.

Watch the Overview tutorial video here.

No matter the method, here’s an example of how your decision tree will look:



 

Tips for Great Decision Trees

Basic decision trees can always get the job done, but with a little bit of added effort, you can gather amazing data, as well as really blend into your company brand or personality.

Need more help getting started? Have a question? Want more tips? We’re always here for you

7 Tips for an Effective, Interactive Knowledge Base

Interactive Knowledge Base

These days, there are quite a few solutions for improving customer service and support in completely digital ways. Customer-friendly knowledge bases are one tried-and-true way to present every bit of important information, tutorials, and how-to’s in a completely categorized display. Your typical, traditional website knowledge base can’t compare to the power and effectiveness of a fully interactive knowledge base, however.

Armed with guided instructions that are compacted into smaller, more digestible pieces, interactive knowledge bases allow customers to quickly troubleshoot, find answers, and solve complex issues, all without calling your business up on the phone. Zingtree enables organizations and businesses of all sizes to create and integrate a customized, easy-to-use, interactive knowledge base into their support system, so every customer gets the answers they need. In fact, we host our own Zingtree FAQ on the Zingtree platform itself!

Here are just a few of our best tips for building the best interactive knowledge base you can.

1. Nail down your categories and main topics first.

Start with an outline of the topics you want to cover, as well as the categories of topics that they belong to. Having this thoroughly laid out before you set in will help you visualize your completed knowledge base, as well as make sure that you’re not missing any key topics, tutorials, or FAQs.

Here’s an example of how we have our own interactive knowledge base set up:

2. Always add a search bar.

The key to having a fully automated, interactive knowledge base is to make it as easy as possible for customers to direct themselves to the correct article or tutorial. Adding a search bar to the top of your knowledge base will prompt any unsure customers to see if they can quickly pull up the answers or information they need. It’s a simple tip, but one that your customers will absolutely appreciate!

3. Start with your favorite tool.

It’s important to work with the decision tree-building tool that works best for you, personally. We offer up a few different ways to get started:

  • Overview: Build your trees from scratch, piece by piece (or rather, node by node).
  • Visual Designer: Draw out every node, connection, and final result in one visual space.
  • Wizard: Quickly create by answering a series of questions and answers that ultimately build the final tree.
  • Spreadsheets: Start creating in Excel or Google Sheets and import for refinement.

4. Word everything carefully and concisely.

Beyond the general advice to keep wording (especially complex wording) to a minimum, it’s important to carefully craft each question, how-to, or other information to be perfectly clear, and never use phrasing that could steer customers down the wrong path. Keeping the decision tree questions and information presented in your interactive knowledge base as simple as possible and structuring them in an easy-to-absorb way is the best way to help customers get the help they need.

5. Use videos and animated GIFs strategically.

Visuals are proven to aid in information retention, plus they are fun to look at and are easy for customers to save to their respective desktops for future use! An interactive knowledge base built with decision trees allow for businesses to embed documentation and/or visual media to help convey information better. Using photos, graphics, and GIFs, and adding relevant videos to your questions is a hugely productive way to communicate instructions within limited space.

Here’s an example GIF that clearly shows how to connect nodes in our Visual Designer:

6. Link to more in-depth information where it’s needed.

There’s a lot to be said about going with a more streamlined, bite-sized approach to your support articles – something that our decision trees help a lot of businesses with. When in doubt, it’s always better to keep things short and to the point while linking out to further information or details when needed. Our decision trees allow you to use what we call “link nodes” to easily open up into a new window.

7. Integrate with CRM systems and other platforms.

One of our best tips for building a great interactive knowledge base is to make sure that it’s all linked up to CRM. Zingtree decision trees integrate directly with Freshdesk, Salesforce, Zendesk, and just about every other CRM out there to make the sharing of information fast and easy. With these integrations in place, support staff will have a much better look at where customers are getting held up, and can quickly send a full decision tree transcript over to their CRM for fast access.


Head over to the Zingtree FAQ to see how we set up our own interactive knowledge base with decision trees, or check out the Gallery to get inspiration for your trees!

Anything else? We’re always here to help you get started, offer advice, and answer any questions. 

Decision Trees with Logic Nodes

In order to make decision trees that can help solve real-world problems, sometimes you need the ability to do more than just choose a path based upon a finite set of choices. For these reasons, we’ve introduced Logic Nodes into Zingtree.

In addition, we’ve found that many of our customer’s integrations are passing data variables into Zingtree, and there are situations where they would like to act on the value of those variables. Logic Nodes make this easy.

If you’re an existing Zingtree author, Logic Nodes replace Scoring Nodes from previous versions. Any tree that is using Scoring Nodes is automatically migrated to this new system, without losing any functionality or you having to do any updating of your trees.

Here’s How Logic Nodes Work

When you edit or create a Logic Node, you’ll see something like this:

Logic Nodes test the value of your Zingtree variables with a series of rules and jump to a node when a condition is met. The rules are applied in order, so once a rule condition is met, the node assigned to the rule opens next. You can also assign a default node to jump to in case no rules apply.

In the example above, if the variable fruit equals banana, then Zingtree will open node #8, the “Banana” node. If fruit is watermelon, then the default “Something Else” node opens.

About Variables

Variables can be numeric or text, and the comparisons work for either data type. You can bring variables into your trees in several ways:

Note: Your choice of variables is shown in a drop-down list. If Zingtree hasn’t encountered a variable yet in one of the above scenarios, then it won’t appear as an option.

Editing Rules

When editing your Logic Nodes, you can edit your rules as follows:

  • Reorder rules by dragging them up and down with this tool: Reorder Logic test
  • Delete a rule by clicking on this: Delete logic test
  • Select any existing variable from the Variables drop-down.
  • Select an operator (=, ≠, <, >, ≤, ≥ ).
  • Enter a value to perform the test upon.

You must also enter a default node to jump to if no conditions are met.

Advanced Logic Nodes with Expressions

The default Simple Logic Node is designed to be easy-to-use and foolproof, but if you need more advanced operations you can take advantage of the Advanced option in the Logic Node Editor. You can use parenthesis, as well as comparison and logical operators to build complex rules.

Just click the Advanced option, and you can enter expressions, like these shown below:

Examples: If you have variables named age and state…

Learn more about Advanced Logic Nodes here.

Zingtree Logic Nodes give your decision trees a bonus option for adding extra intelligence to your processes and troubleshooters. Do you have a cool application for Logic Nodes you’d like to share with us? Reach out and tell us your story!

This article was originally published on May 8, 2017, but all the information is just as important and relevant.

Decision Tree Updates: June 2018

Over the last six weeks, we’ve been focusing resources on improving tasks that have been the topics of our most frequent conversations with customers. In general, here’s what we’ve improved:

Here are the details of everything that’s changed:

Visual Designer

For more details on what’s new in Designer, see this post.

  • Update: Question and Answer nodes are now just “Content” nodes.
  • Fix: Designer no longer shows things like &apos; in labels.
  • Fix: Designer no longer hangs with “contains” operation in logic nodes.
  • Update: Designer shows better symbols in logic branches
  • Update: Can now move logic node branches in Designer
  • Update: Designer has no more “save” button. Changes are saved automatically.
  • New: Pop-up editor can now be used to edit button links or logic nodes. Changes appear instantly in the Designer view.
  • Fix: Adding nodes now makes them appear in the proper display order when viewing the tree in Simple Overview.
  • Update: Designer pop-ups can now change the root node.
  • Update: Removed Undo/Redo buttons.
  • Fix: Designer PNG export crops unneeded whitespace from the image file.
  • Update: Designer loads 2x faster!
  • Update: Unlinked buttons appear as red arrows and buttons.
  • Update: “unlinked” node position can be moved and saved.
  • Update: New node icons. These also appear in hi-res for Retina displays.
  • Fix: Button labels no longer occasionally return after being turned off.

Email Nodes

  • New Email Node option to automatically send email, and then continue to another node.
  • Creating email templates is much easier – no longer need to upload HTML files, or use a special link node.
  • You can customize the “Send Message” button for email forms.
  • After sending email, the next step can go to a new node instead of requiring a URL.

Document Nodes

  • New: Document node now has a button option which can continue the session at another node.
  • Update: Document node content selector now shows just content nodes with no to/from links.

Zendesk Agent Scripting App (Version 12)

  • Fix: Now properly sets or unsets checkbox custom fields (Tim J.)
  • Fix: New tickets now works properly in all cases (Linus P.)
  • New: Zendesk App Theme.
  • Version 12 now in Zendesk App Marketplace.

Other Updates

  • Update: Question and Answer nodes are now just “Content” nodes.
  • Update: New icons for all node types.
  • Fix: Editing nodes where there are a lot of variables in content editor list now loads faster (Oliver).
  • Fix: “return to Tree” tree node no longer adds unwanted variables to the list of options in Logic Nodes.
  • Fix: Wizard now properly sets display order for node reordering.
  • Fix: Simple Overview no longer shows nodes used in document nodes in the incoming link count.
  • Fix: Setting scoring value to ‘=0’ now resets the value to zero (Jay H.)
  • Fix: Persistent button link nodes from within a subtree now work properly (Lasse)
  • Fix: When editing a node, “Assign button click variable” no longer sometimes ticked when no variable is present.
  • Update: Added search to Gallery.
  • Fix: treetaglist macro no longer shows duplicate live and dev versions of matching trees. DEV master shows dev versions only when duplicates are detected, LIVE master shows live versions when duplicates are detected (Lasse)
  • New: Added Bootstrap Table styles in content editor (hover, border, striped, condensed) (Kim M, Rachel V, Justin B)
  • Fix: Entering values for scoring uses running total without requiring ‘+’ in front of number, as per documentation (Lisa F., Chad Y.)
  • Fix: Prevents variable names from starting with a digit (Gabriele P.)
  • Fix: Fade transition no longer shows last node when “back” is selected (John H, John K.)
  • Fix: Fade Transitions work properly with logic nodes (Werner G.)
  • Fix: Fade transitions and breadcrumbs now work properly (Ben M.)
  • Fix: Persistent nodes clicked from a subtree now hide last node properly with transition/fade effect.
  • New: GDPR page at zingtree.com/gdpr
  • New: Can now drag and drop document files into the content editor to upload them to our servers (PDF/DOC, etc.) (Lucas K.)
  • Fix: Kustomer integration now adds tags properly when jumping to the root node of a tree via a tree node (Katie)
  • Update: Periods now allowed in tags (Amanda D.)
  • Fix: No longer sending “score=” in Webhook calls for an empty score (John H.)
  • Fix: Adding, editing or removing collaborators from DEV version sets proper access to Live version (Lasse)
  • Update: Date picker now has expanded year ranges (Ronnie L.)
  • New: Can add extra emails for billing notifications (Tom M.)
  • Fix: Button click values like ‘123ABC’ now store as strings, not ints (was saved as 123) (Mark C.)
  • Fix: Default Theme updated so link colors are set properly.
  • Fix: Logic nodes drop-down selections now work when related trees have no variables.
  • Update: Link control in editor and new link nodes now defaults to new tab (Jonathan B.)
  • Update: Content editor no longer shows link options for Google, Facebook
  • Update: Content editor link manager now has a tooltip option.

As always, if you have any ideas to share with us on this or any other features, please let us know!

How to Create a Master Decision Tree

Many of our customers with large decision tree systems in place ask for guidance on how to make a “master tree” which links to individual trees for troubleshooting or other processes. This is especially helpful for organizations that use Zingtree to build and publish completely interactive FAQs. In this article, we’ll discuss how it’s done.

Building a Master Tree

Creating a Master Tree is a simple, yet powerful process that consists of two over-arching steps:

  1. Build the individual decision trees.
  2. Build a Master Tree with one node, using a “blank starter tree.”

After building your individual trees and troubleshooters, there are a couple of distinct ways to build a Master Tree. We’ve created an example Master Tree for a few of our Gallery product finders.

Method #1 – Using Tree Tag Lists

1. Use the Settings tool to add tags to the trees you want to include in the Master Tree. For this example, we added the tag “master_finder” to our product finder decision trees.

2. Create a new decision tree to act as your Master Tree.

3. In the Master Tree root node’s content area, include a tree tag list. For our example, we tagged our trees with “master_finder,” so the tree tag list looks like this:

#‌#treetaglist-any: master_finder##


Method #2 – Using Tree Nodes

1. In the Master Tree, add tree nodes for each tree to link to.

2. In the root node of the Master Tree, create a button for each tree node. This will allow an end-user or customer to quickly jump to any other relevant decision tree from the Master Tree.

Example Master Tree

Here’s a look at our Master Tree in action:

 

Want more tips? Our blog is chock-full of them. Any questions? We’re always here to help

 

This article was originally published on Nov 7, 2017, but is just as accurate as ever!

4 Customizations to Make Self-Service Support More User-Friendly

When developing a customer-facing decision tree, an important piece is to add some personality, brand identity, and industry-relevant knowledge to allow end-users a more user-friendly customer support experience.

Implementing a personalized or branded color scheme, along with icons that relate to your company, will keep an easy-to-follow and digest structure throughout your support process. An interactive decision tree is the easiest way to help a user with visuals, where they can follow the trees effortlessly while being able to really learn from the guided instructions.

We’ve detailed each customizable element – and examples of how to use them correctly – to make your end-users even happier about their customer service experience!

1. CSS & Personal Style Customizations

Colors and icon choices communicate in subtle ways and can reinforce your brand and mission. Here are some ways to manage these:

Custom colors

We made it easier to adapt your decision tree to your personality or brand when customizing so your tree can fit your desired color, custom CSS files being the main one. Once you have created your ideal profile, you can simply add it to your decision tree product finder which will help reveal your true brand identity.

Animated themes

We had feedback from our users suggesting that it would be more user-friendly if we included a feature of animated themes, including colors but remaining easy-to-use. Our design team and engineers set out to create this recommendation with the main goal of making tree color customizations easy.

See the endless possibilities in this quick, fun video:

Color buttons and icons

Here’s the feature that will allow you to build your own personalized color buttons, icon imagery or even to include emojis within your page titles and buttons. To customize the style of your buttons, all you need to do is prefix the button text with special classes. For example, for your color buttons, choose:

  • .btn-blue
  • .btn-yellow
  • .btn-sky
  • .btn-purple
  • .btn-pink

To add an icon that helps guide your customer but also helps reveal your brand personality, add one or more of these classes:

  • .btn-yes
  • .btn-careful
  • .btn-arrow
  • .btn-thumbs-up
  • .btn-question

2. Visual Features for Creative Support

Video content is shaping user satisfaction across the internet. And with many uses and forms, this is something that more people are demanding, which is why video is the best way to improve your user experience. GIFs are also actively being incorporated into decision trees making the user experience more rewarding. A short clip of a difficult instruction, being repeated several times after 3 seconds or so makes the process of self-service a lot easier to follow.

When including still imagery, diagrams or other graphics into your customization, you are allowing the customer to be at the same pace when working towards a solution. Having reminders follow your tree also makes the service more user-friendly.

There are two main features when using visual aids with a decision tree, one is the effectiveness and the second is interactiveness. It’s so easily done, you can add it to any node you want.

3. Easy Data Collection and Presentation

The use of document nodes can be used for specific types of customized documentation that prove highly beneficial to the self-service aspect of support. Documentation can include building legal agreements, generating purchase orders or even a lead to a returns label that the user has personally generated. 

4. Messaging & Translations for Understanding

When publishing across multiple languages, creating a decision tree that works interactively for these can become complicated. With the translation customization, you can reach a larger user base who need the language localized. With localization management software, along with other custom support features, your users will find your platform much easier to follow. You can follow our instructions here on how to translate your decision trees.

It all starts with a good base of messaging, however. When communicating throughout your decision tree, you should write well and use industry language that is helpful and informative. For nodes with poorly descriptive language, it creates confusion and incomplete results. Here are some of the basics of writing effective nodes that will help you write informative questions that lead to a better, more personal experience. 

Make questions concise by focusing on one subject at a time and structuring to an easily absorbed manner.

What not to do:

If our system of tutorials and articles hasn’t been helpful, do you think you would consider switching service providers?

What to do:

Would you consider another provider if you were not able to self-solve using our knowledge base?

Use the right language so that every user can navigate through your tree knowing the subject and words being used. 

What not to do:

What kind of issue or problem is happening with your account? 

What to do:

How can we help? Please select a category.

Focus on an active voice so you can communicate areas appropriately that identify awareness of the issue within that action. 

What not to do:

Our recommended guidelines and instructions for solving your issue should be followed as written below.

What to do:

Follow our recommended guidelines below to solve your issue!

When navigating through the creation of your decision tree, have the customer at the forefront of your mind, and keep questioning the end user experience. If you need any other assistance, reach out to us so we can assist you with the best self-service solutions.

 

This article was originally published on November 14, 2017, and has been updated for accuracy. 

Decision Tree Improvements – January 2018 Updates

This past month’s updates include some new security and access restriction features, performance enhancements, interface improvements, and a variety of small bug fixes. Here are the details:

New Features

  • New Change Log report to show what authors have done. Also exportable to CSV.
  • New Hidden Field data entry type (for Ted B, Others)
  • New API calls for agent_add, agent_remove. (These are no-login agents.)
  • Google sign-in authentication for agents (for Benjamin)
  • Push Live tool
  • Server updates and extra capacity
  • Performance enhancements with smarter file caching. Added cache_tree URL parameter option.
  • Different Single Sign-on Identity Providers for authors and agents.
  • Internally logging security events (logins, failed logins, email sends, tree changes)
  • Single Sign-on logins for agent portal (Lynne H.)
  • ##include_url: ## template macro for loading data from 3rd party URLs
  • Agent Portal now has #agent_first_name# variable. (Craig S.)
  • Can now pass new merge variables into a pause-and-resume session (Geoff)

Updates

  • Updated Zendesk Agent Scripting App. New agent_tags variable included in URL, no more flashing when going between tickets.
  • Session summary from Zendesk app now shows which agent did which click (Sonny R.)
  • Add Agent can now use a no-login option.
  • Max video upload size is now 150 MB (from 50 Mb) (Darryl )
  • Session Info cookie is now protected by https.
  • Agent portal node search now includes node tags (Jonathan B)

Interface Enhancements

  • Reordered Add Node selections based upon popularity.
  • Reordered node icons in Designer by popularity.
  • New Tutorials and Videos.
  • Easier-to-use Edit Content Node. Now uses tabs to surface advanced options.
  • Pop-up editors in Designer now use more screen space.
  • Easier-to-navigate Settings tool uses tabs.
  • Tools pages and drop-down tools menu reorganized.
  • Consistent tree info display across tools.
  • Formatting of default hosted link on Publishing Tools page – removed extra spaces at front.
  • No more weird message when viewing gallery trees in Designer.
  • Node editor – Data entry fields no longer appear by default in question nodes.
  • Node editor – switching between question and answer types now keeps tabs straight.
  • Node editor – Dragging to reorder buttons or data entry fields now positions items properly in range of editor.
  • Reordering nodes in Simple Overview now shows node being moved in proper position.
  • Simple Overview no longer shows empty “Variables: “
  • Session Details no longer unnecessarily shows tree name from starting tree in each step.
  • Node editor no longer flashes a bunch of blank buttons when first loading.

Fixes

  • Archiving Development version of a tree also archives the live version (Vlad).
  • No longer showing button class overrides (i.e. .btn-red) in front of History (Tal D.)
  • Designer no longer adds “score” variable to new nodes.
  • Zapier interface handles newlines in data entry variables properly (i.e. Session History variable) (Gabe L.)
  • Importing session_history variable into a pause and resume session no longer causes a JS error (John H.)
  • #agent# now gets used as a variable in Agent Portal (Ted B.)
  • Space character in agent login no longer makes agent portal tree viewing fail (Gordon S.)
  • Cleaned up tree search tool for Live vs. Development trees.
  • Nodes with tree search forms now locate live or development versions depending on live/dev status of the originating tree.
  • Tree search nodes no longer always return results where page title had “search” in it. Also didn’t properly look for page titles.
  • FAQ and end-user tree searches no longer return every node when searching keywords “title”, “span”, and other HTML elements.
  • Zapier authentication no longer ignores fields that were once empty (Josh D).
  • Zendesk Agent App: Newline in Zendesk custom field or merge variable value caused no session to be saved.
  • Session Matrix report uses faster queries, no longer displays button formatting overrides.
  • Responsive image selection now works properly for all image insert operations.
  • Compare Trees tool no longer shows “Return to previous tree” as an option.
  • Data Entry Fields: Required markers for placeholders now appear on the same line as input control for small display widths (Jay H.).
  • Data entry fields no longer have extra line space between them in small display widths (Jay H.).
  • Address auto-complete and validation no longer fails when a pre-existing address is in the form (Jay H.).
  • No longer tries to validate empty phone numbers (Jay H.).
  • “Add another” for repeating form entries is now working properly on all browsers.
  • Ill-formed include_url blocks no longer reload this tree, causing a propagation of buttons.
  • “Sorry, but you don’t belong to organization…” endless login loop message no longer when organization no longer accessible.
  • Clicking tree search results didn’t always change the page.
  • Clicking search results should now always change the page.
  • IPV6 addresses now work for getting location data (Raj).
  • Changing email address in login info now goes to proper logout page.
  • Copying or moving trees to new organizations also copies webhooks. (Raj)

Credits

Thanks to all of our customers who contacted us with great suggestions and astute observations.

If you have a suggestion for us or see something that you think could be done better – please let us know!

Managing Process Flows for Government CRM Systems

Government rules, regulations, and processes can be complicated. And while CRM systems can help manage interpersonal interactions, there’s no really good way to ensure that process flows are followed to ensure the public is getting the right information. Zingtree, combined with your CRM, can really help.

While adoption of government CRM has snowballed, the results and experiences are not as seamless as one might hope. With a lot of bureaucratic hold-ups, confidential information being passed along, and many complicated departments and processes, CRM systems can really only accomplish so much. According to a recent PC Quest article, these are the most common challenges currently facing government sectors using CRM:

  1. Stakeholder management
  2. Budget and profitability
  3. Complexity
  4. Data Management

Through these obstacles to overcome, government entities must also make sure that their CRM systems are up to par with what’s needed concerning efficiency, security, cost-effectiveness, and convenience. Unfortunately, most standalone CRM platforms can’t accomplish everything that bureaucratic systems genuinely need to manage relationships and help the people they serve.

Using Decision Trees with Government CRM

One of the most straightforward and simple ways to vastly improve existing CRMs is to integrate its features with that of a complementary tool. Decision trees connect seamlessly with any CRM system to simplify complicated processes, help citizens find solutions and navigate forms, manage data securely, and much more.

Zingtree decision trees for government are already assisting a variety of state, local and federal institutions as well as government contractors to streamline costly and confusing internal processes. Additionally, these advanced decision trees can be:

  • Embedded on any website, webpage, email, support knowledge base, and more.
  • Self-hosted on any government server to ensure that you comply with requirements for safeguarding confidential information.
  • Seamlessly integrated with tools already in use, like Zendesk, Freshdesk, Desk.com and more!

Watch our short video on how Zingtree decision trees help streamline technical support and other processes below:

Streamline Tech Support with Zingtree Interactive Troubleshooters from Zingtree on Vimeo.

You can learn more about getting started with dynamic decision trees on our blog, and see all of our CRMs and other integrations on our website.

Have any questions or want to see a personalized demo on getting set up with Zingtree decision trees? Get in touch with us at any time.