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            Create Custom Fields on Knowledge Articles for IT Services

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            1. Salesforce Help
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            3. Agentforce IT Service

            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
            Note If you deploy one of the solution bundles for Agentforce IT Service, the custom fields are automatically created during the installation.
            1. In Setup, find and select Object Manager.
            2. Find and select the Knowledge object.
            3. Select Fields & Relationships.
            4. Select New.
            5. Select Text Area (Rich) and then click Next.
            6. Enter Root Cause as the field label.
            7. Enter Root_Cause as the field name.
            8. Select Next.
            9. Set access to the field based on the profile of the user. Choose from:
              • Visible
              • Read-Only
            10. Select Next.
            11. To make the field visible for article type, select Knowledge Layout as the page layout name.
            12. Select Save and New.

            Similarly, create these fields.

            Field Label Field Name Data Type
            Workaround Workaround Rich Text Area
            Issue Issue Rich Text Area
            Resolution Resolution Rich Text Area
            Note
            Note Predefined Prompt Templates for Einstein Knowledge Creation for IT Services use the field names for Root Cause, Workaround, Issue, and Resolution as mentioned here. If you want to use different names, modify the prompt templates accordingly.

            Creating these custom fields will be useful in other operations, such as Configure Known Error Articles for IT Services and Configure Knowledge Creation with Einstein for IT Services.

             
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