Predefined Prompt Templates for Einstein Knowledge Creation for IT Services

Available in: Lightning Experience

Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.

The prompt templates contain these components to guide the LLM's response and ensure the generated articles are accurate and relevant.

Component	What It Determines
Knowledge Fields	The specific fields on the knowledge article where the LLM's generated content is populated, such as title, summary, issue, workaround, root cause, and resolution.
Prompt Instructions	These instructions guide the LLM on how to generate content for each field, ensuring the output is concise and avoids inaccuracies.
Grounding Fields	This section specifies which fields from the service record (the grounding data) are used by the LLM to create the content for the knowledge article.

The prompt templates are completely customizable, giving you the ability to modify any part of the template to align with your organization's specific needs.

By default, the prompt template uses custom fields on the Knowledge object we asked you to create in Create Custom Fields on Knowledge Articles for IT Services. If you have set up different fields, you can modify the prompt templates accordingly. See Modify Existing Knowledge Creation Prompt Templates for IT Services.

For the LLM’s responses to be visible, you also need to add the custom fields to the page layout for the knowledge article type. See Create Page Layouts for Different IT Service Knowledge Articles.