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Draft Knowledge Articles for IT Services
Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To generate and save knowledge articles: | Einstein Knowledge Creation permission set AND Knowledge User AND Manage Articles AND Create, Read, Edit, or Delete access on the article type |
| To publish knowledge articles: | Publish Articles for the article type |
Activate at least one Knowledge Generation prompt template for the record type. See Create Knowledge Generation Prompt Templates for IT Services.
To draft with Agentforce, add the Knowledge Article Creation Using Templates subagent to an active employee agent. See Set Up Agentforce to Draft Knowledge Articles for IT Services.
Add the Knowledge or Enterprise Knowledge component to the record pages where IT fulfillers draft articles. For how to open and edit a Lightning record page, see Customize Lightning Pages for Lightning Console Apps. To use the Enterprise Knowledge component, set up Enterprise Knowledge first. See Set Up Enterprise Knowledge for IT Services.
Draft from an IT Service Record
Start a draft directly from an incident, problem, or change request by using the Knowledge or Enterprise Knowledge component on the record page.
The template picker shows active prompt templates whose grounding record matches the record that you opened. If multiple templates are active for that record type, choose the template that matches the scenario that you want to document.
- Open the incident, problem, or change request that you want to use as the grounding record.
- In the Knowledge or Enterprise Knowledge component, click New Article.
- Select Draft Knowledge Article.
- Select a prompt template for the record type.
- Select a knowledge record type and language, and enter a title for the knowledge article.
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Click Generate.
Drafting can take a couple of minutes. You can close the window. You receive a notification when the article is ready.
- When the draft is ready, open the article to review and edit it.
Draft with Agentforce
Ask Agentforce to draft a knowledge article from an incident, problem, or change request in a conversation, then review the draft in the Knowledge app.
When you start from an incident, problem, or change request, Agentforce uses the record as the grounding record. When you start from another page, specify the type of grounding record before you choose a template. Agentforce lists only record types and active templates that are available for the selected grounding record.
- Open Agentforce from the IT service record or another page in the app.
- Ask Agentforce to create a knowledge article from a template.
- If Agentforce asks for a grounding record type, select Incident, Problem, or Change Request.
- Select a prompt template for the grounding record.
- Select the article language, enter the article title, and confirm the grounding record.
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Select Submit.
Agentforce creates the article in the background and sends a notification when the draft is ready.
- In the Knowledge app, review and edit the article draft.
