Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise
Knowledge component on incident records to search and attach articles from Salesforce
Knowledge and external sources unified through Data 360.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Set Up Enterprise Knowledge for IT Services Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page.
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