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:
Build the individual decision trees.
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:
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.
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:
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.
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:
To add an icon that helps guide your customer but also helps reveal your brand personality, add one or more of these classes:
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 soyou 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.
November 30, 2017 | Categories: Use Cases |
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:
Budget and profitability
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:
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:
Edit the node where you want the new variable (the result of the math operation) to be calculated.
Click on Show Advanced Options.
At Send message to app, choose Webhook: Zingtree Math.
In the Message, 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.
Here are some message examples:
Sets variable c to 5+3
Sets variable net to the difference of variables gross and expenses.
Sets variable days = weeks * 7.
Sets variable weeks = days / 7.
You can use the following in the op= parameter:
The Zingtree Demo gallery has an example. You can try it and examine it.
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.
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.
When editing your Logic Nodes, you can edit your rules as follows:
Reorder rules by dragging them up and down with this tool:
Delete a rule by clicking on this:
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.
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.
We often get requests from companies that have deployed decision trees in the past with Yonyx and are looking to migrate to Zingtree. These occur for some of the following reasons:
Zingtree offers a better price with our pay-for-what-you-use model.
Zingtree tools are more modern, and easier to use.
Zingtrees present better. Customers have more options to create the look and feel they envision, choose custom colors and button styles, use effects and transitions, and better match their branding.
Customers like Zingtree’s integrations capabilities more – specifically the Webhook system and Zapier integration.
In response, we’ve created an import tool to make it easy to migrate your Yonyx trees to Zingtree. You can test out your Yonyx trees in Zingtree, tweak them, and see for yourself how they render and perform.
Here’s how to import Yonyx decision trees into the Zingtree alternative:
Export your Yonyx tree into XML.
In Zingtree go to My Trees, and click Import.
Pick Import from Yonyx XML file.
Select the Yonyx XML file to import. It will be uploaded and converted into a fully functional Zingtree decision tree.
Many customers have asked for a way to include file uploads as a part of a Zingtree decision tree session. Some use cases include:
Attaching a screenshot.
Including a photo.
Uploading a document.
Using Data Entry Fields, you can pick the File Upload field type. This allows you to include one or more files in the session data gathered by Zingtree. When the end-user uploads a file, here’s what happens:
The file is copied from the end-user’s computer to a Zingtree file storage server.
Zingtree assigns a variable to the URL where the new file resides.
Security note: Each file uploaded has a random 7 digit prefix or session ID attached to it, so that files with the same name aren’t overwritten, and the file names cannot easily be discovered by hackers.
How It Works
When the end-user reaches a node with a file upload, they will see something like this:
Clicking Upload Document File allows them to choose a file on their computer. Once a file is chosen, the button changes:
How to Set up File Uploads
When editing a node, do the following:
Go to Data Entry Fields, and select Add:
Choose File Upload as the field type, and enter a variable name and label for the upload button:
Click Add Field.
Now click Save Changes to save changes in the node you were editing.
Tree Nodes are one of Zingtree’s most popular decision tree building features. By allowing one tree to launch another, you can better organize your work and use smaller components repeatedly as a part of larger processes.
For example, a hardware company that makes lots of products may have a specific troubleshooting process for power-on problems that are common to many trees. By linking to a subtree, this troubleshooter can be authored just once, and used from several different trees.
A common request when implementing tree nodes is to be able to automatically return to the original decision tree that launched the process – just like a return statement in any programming language. This is done using a special type of tree node that is labeled as “return to previous tree.”
Summary: Setting Up a Return to a Previous Tree
Setting up a return tree node requires these steps:
Create a tree node in the starting tree, and specify a node number to return to.
In the subtree, use a tree node selected as return to previous tree. When this node is reached, the return node in the calling tree appears next.
Setup: Step by Step
Create your starting tree and the subtree that will be launched from the starting tree.
In the starting tree, create a tree node. Include the tree to launch, as well as a node in the starting tree that you want to return to when the subtree is finished (highlighted in red below). It looks like this when editing a tree node:
In the subtree, create a new tree node and specify it as “return to previous tree.” Like this:
When the “return to previous tree” node is reached in the subtree, the return node from the starting tree will appear.
We’ve been busy this summer – so much so that we haven’t had a chance to share all the great updates we’ve done in the last couple of months! So here’s a list of all the latest improvements to Zingtree:
Update: Question field length now 500 characters (Julie C.)
Fix: Updated location data for higher volume lookups
Fix: Resetting button click variables on the first click now works properly.
Update: Export to CSV buttons now at top of each report page (for Josh)
New: Option to switch between running total and fixed value for button click scoring
Whew! That’s a lot of updates over the last two months.
Whenever possible, we give credit to the customer who suggested an improvement. So if you have a brilliant idea, a suggestion, or a real need, let us know and we’ll do our best to make it part of the next update.