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            Set Up Enterprise Knowledge for IT Services

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            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.

            Required Editions

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

            Confirm that Data 360 is enabled and that Lightning Knowledge is turned on. See Set Up Knowledge Management for IT Services. Review the limitations for Enterprise Knowledge before turning it on.

            Note
            Note Though the existing documentation talks about setting up Enterprise Knowledge for Service Cloud and the Case object, apply the same concepts to the Incident object in Agentforce IT Service.
            1. Turn on Enterprise Knowledge for Agentforce IT Service using Salesforce Go.
              1. Go to Salesforce Go and search for Enterprise Knowledge for IT Service.
              2. Enable Turn on Enterprise Knowledge for IT Service.
              3. In the Set Up the Basics section, click Go to Setup next to Configure Enterprise Knowledge Settings.
                The Enhanced Knowledge Settings page opens.
            2. On the Enhanced Knowledge Settings page, complete the steps in the Set Up Enterprise Knowledge section.
              1. Configure Agentic Enterprise Search so AI agents can search and summarize your internal and external data.
              2. Enable the toggle for Turn on Enterprise Knowledge.
              3. Set up Data 360 Connectors, data streams, harmonization layouts, Data Lake Objects (DLOs), and Unstructured Data Lake Objects (UDLOs) to ingest your external knowledge sources into Data 360 and harmonize them into a consistent schema.

                See Content and Knowledge Harmonization.

                To secure and manage your data and content, you can use Data Governance in Data 360. See Data Governance in Data Cloud.

              4. Set up the search index and query configuration to make your content searchable and surface the most relevant results.
              5. Add the Enterprise Knowledge component to the Incident record page so IT support reps can search and link external articles directly from incidents.
              6. Add the Enterprise Knowledge Articles related list to the Incident record page so linked external articles are visible in context.
             
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