Create Custom Record Types for IT Service Knowledge Articles
Use record types to organize different types of knowledge articles for IT Service.
Tailor each article type with a unique layout and designated fields. This optimizes content
structure for various support scenarios, such as known errors, troubleshooting guides, or how-to
instructions.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
User Permissions Needed
To create record types:
Customize Application
For your IT Service setup, we recommend creating these record types.
Known Errors: To document problems with root causes and workarounds
Troubleshooting Guide: For diagnosing and resolving issues
How-To Articles: Step-by-step instructions for completing tasks
In Setup, find and select Object Manager.
Find and select the Knowledge object.
Select Record Types.
Select New.
Enter Known Error as the record type label, and
Known_Error as the record type name.
Select Active.
Make the record type available for desired profiles based on your company's needs.
Select Next.
Select Knowledge Layout as the layout for all profiles.
Select Save & New.
Similarly, create these record type labels and names.
Record Type Label
Record Type Name
Troubleshooting Guide
Troubleshooting_Guide
How-To Articles
How_To_Articles
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