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            Create Custom Record Types for IT Service Knowledge Articles

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            1. Salesforce Help
            2. Docs
            3. Agentforce IT Service

            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
            1. In Setup, find and select Object Manager.
            2. Find and select the Knowledge object.
            3. Select Record Types.
            4. Select New.
            5. Enter Known Error as the record type label, and Known_Error as the record type name.
            6. Select Active.
            7. Make the record type available for desired profiles based on your company's needs.
            8. Select Next.
            9. Select Knowledge Layout as the layout for all profiles.
            10. 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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            Salesforce Help | Article