Help your customers find answers faster without needing to contact support. The PixieBrix Self Service Knowledge Base Decision Tree Template gives your team a powerful way to turn complex topics into guided experiences that users can follow on their own. Whether you're building a help center for product setup,
A self-service knowledge base decision tree is an interactive workflow that helps customers find the right answer without needing to contact support. Instead of scrolling through long articles or guessing keywords, users follow a guided path based on their question, product, or issue. This improves the self-service experience, reduces ticket volume, and increases customer satisfaction.
It removes the guesswork for users trying to search a traditional help center. The tree guides them through questions and branches until they reach the right answer, article, or next step. This increases the chance of resolution without submitting a support ticket.
Users reach the right article or action without having to search or wait for a reply from support.
Content gets used more effectively when paired with guided navigation, rather than relying on keyword matches alone.
By solving more questions before they become cases, your team handles fewer tickets with better focus.
Decision trees can be used in your help center, chatbot, in-app widget, or email support portal - giving customers the same guidance no matter where they start.
Insights from decision tree usage highlight where content is missing, unclear, or underperforming.
Customers feel supported and confident when they can solve problems on their own, with clear steps and outcomes.
Yes. You can use the PixieBrix builder to link to existing help center articles, FAQs, or product guides. You can also include tooltips, videos, or embedded forms to enhance the experience - all without writing code.
This template is ideal for customer support teams, product teams, and operations teams that want to reduce ticket load and empower customers to solve simple or repetitive issues on their own. It’s especially helpful for SaaS platforms, e-commerce, and internal IT help desks.
You can embed it directly into your help center, support site, product dashboard, or even a browser extension. It lives inside the user’s workflow so they can follow guidance without switching apps or waiting for help.
PixieBrix runs inside your existing help center, portal, or product dashboard. Customers or agents don’t have to open another app or switch tabs to use the decision tree.
Users select from simple prompts that guide them step-by-step to the right resolution, article, or form. The path adapts based on what they need.
Create decision trees using a visual builder. Add steps, conditions, and links in minutes without needing development support.
You can connect each branch to knowledge base content, embedded videos, or pre-filled forms to streamline the support experience.
By resolving common issues before they become tickets, you free up agents to focus on more complex tasks and reduce your overall case load.
Measure usage, success rates, and drop-off points within the decision tree. Use this data to improve content and refine the logic.
Decision trees can be used to power chatbot flows, guided search, or standalone self-service tools that live inside your product.
Create different flows for each product line, user segment, or issue type - all managed from a central builder that scales with your support needs.
