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            Set Up Einstein Features for IT Services

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            Set Up Einstein Features for IT Services

            Configure Einstein and Data Cloud to integrate AI into your IT service management workflows.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            • Enable Einstein Features for IT Services
              Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs).
            • Configure Knowledge Creation with Einstein for IT Services
              Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request.
             
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            Salesforce Help | Article