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            Configure Known Error Articles for IT Services

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            Configure Known Error Articles for IT Services

            Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            1. From the Salesforce Go page, go to the Features tab and search for Problem Management.
            2. Click Get Started or Keep Going on Problem Management.
            3. Go to the Add Known Error Information for a Problem section and click Add Known Error.
            4. Enter these values in the Mapping fields to map the object and fields.
              Entities Mappings
              Known Error Record Type Known Error
              Root Cause Root_Cause__c
              Workaround Workaround__c
            5. Save your changes.
             
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            Salesforce Help | Article