Create Custom Fields on Knowledge Articles for IT Services
Customize your IT Service org by creating specialized custom fields on knowledge objects
to capture critical information such as root cause, workarounds, issues, and
resolutions.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
User Permissions Needed
To create custom fields:
Customize Application
Note If you deploy one of the solution bundles for Agentforce IT Service, the custom fields are
automatically created during the installation.
In Setup, find and select Object Manager.
Find and select the Knowledge object.
Select Fields & Relationships.
Select New.
Select Text Area (Rich) and then click
Next.
Enter Root Cause as the field label.
Enter Root_Cause as the field name.
Select Next.
Set access to the field based on the profile of the user. Choose from:
Visible
Read-Only
Select Next.
To make the field visible for article type, select Knowledge Layout
as the page layout name.
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