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Create Knowledge Generation Prompt Templates for IT Services
Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create and manage prompt templates in Prompt Builder: | Prompt Template Manager permission set |
Turn on Einstein generative AI, Einstein Knowledge Creation, and Prompt Builder Template. For the required settings, see Turn On Einstein Knowledge Creation.
Knowledge Generation and Knowledge Creation are separate prompt template types. Knowledge Creation provides templates for incidents and problems in Agentforce IT Service. Use Knowledge Generation to create additional templates grounded on an incident, problem, or change request. Create multiple templates for the same record type when your IT team documents different scenarios.
Customize a Standard Template
Use a standard template as a starting point when its instructions and article structure are close to what your IT team needs.
- From Setup, in the Quick Find box, enter Prompt Builder, and then select Prompt Builder.
- Open Create Knowledge Articles From Case.
- Save the template as a new version.
- Change the grounding record to Incident, Problem, or Change Request.
- Edit the instructions and data sources for the selected IT service record.
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Save and activate the template.
The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type.
Create a Template from Scratch
Start from a blank Knowledge Generation prompt template when you need different instructions, inputs, or data sources for an IT service scenario.
- From Setup, in the Quick Find box, enter Prompt Builder, and then select Prompt Builder.
- Select New Prompt Template.
- In the New Prompt Template window, select Knowledge Generation.
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Enter the prompt template name and description.
The API name populates automatically. Use a name that helps IT fulfillers distinguish the template from other templates for the same record type.
- For Grounding Record, select Incident, Problem, or Change Request.
- To include related files or lists, add up to five data sources.
- Select Next, and then write the instructions for the knowledge article in plain language.
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Save and activate the template.
The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type.
For an incident template, use the subject, description, related incidents, and resolution summary to ground the article. For a problem template, use the workaround and root-cause details. For a change request template, use the business justification, impact analysis, and implementation plans.
To test the template from an IT service record, see Draft Knowledge Articles for IT Services.
