Create and Edit IT Service Knowledge Articles with Einstein

Einstein uses specific prompt templates for incidents, problems, and change requests and the data from the IT service record to generate a consistent article. It extracts key details such as symptoms, root causes, and resolutions, and outputs a draft using the following common fields: Title, Summary, Issue, Workaround, Root Cause, and Resolution.

Click Draft with Einstein on an Incident, Problem, or Change Request record. Enter a relevant title for the knowledge article. If the title is too different from the details in the record, Einstein fails to draft an article. The article is created in a draft state and requires your review or approval.

Here's how Einstein-based knowledge creation works for IT service records:

• Incident: Einstein analyzes the incident's subject and description, as well as data from related and parent incidents, and resolution summaries. The output focuses on the employee's issue, temporary workarounds, and resolution steps to aid immediate troubleshooting.
• Problem: Agentforce IT Service supports generating a Known Error document by extracting key details from the problem record, directly supporting the workflow for documenting confirmed root causes and workarounds. Einstein specifically looks at the problem's workaround, root cause summary, and data from parent and related problem records. The output clearly defines the root cause and workaround which help when you are using Einstein to create a Known Error article.
• Change Request: If you used the sample prompt to create the template for change requests, Einstein analyzes the request's business justification, impact analysis, and implementation documents like the remediation plan, test plan, and implementation plan. The output reflects the change process, with the issue field capturing the reason the change was implemented and the resolution field documenting the details of the deployed fix.

Einstein can also create different articles depending on the knowledge record type you choose. To see an example of how to create different knowledge articles, see How To Use Einstein Knowledge Creation Responses Across Article Types.

You can also edit the knowledge articles generated by Einstein and further revise them with the help of Einstein.