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            Knowledge Management for IT Services

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            Knowledge Management for IT Services

            Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Agentforce IT Service supports two types of knowledge that you can use independently or together to build a comprehensive knowledge base for your IT service desk. Use native Salesforce Knowledge to manage articles directly in Salesforce, or use Enterprise Knowledge, powered by Data 360, to integrate external content from sources like SharePoint or Confluence into the same knowledge base.

            Native Salesforce Knowledge

            Native Salesforce Knowledge articles are authored and managed directly in Salesforce. IT support reps can search for these articles and link them to Incident, Problem, and Change records to capture solutions, workarounds, and known errors.

            Note
            Note Agentforce IT Service orgs only support Lightning Knowledge.

            Learn more about Salesforce Knowledge.

            Enterprise Knowledge

            Enterprise Knowledge, powered by Data 360, ingests content from external sources such as SharePoint, Confluence, and Google Drive, and harmonizes it into the same knowledge experience as native Salesforce Knowledge. IT support reps can find, link, and view suggested external articles on Incident records without switching context.

            Learn more about Enterprise Knowledge.

            • Enterprise Knowledge for IT Services
              Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise Knowledge component on incident records to search and attach articles from Salesforce Knowledge and external sources unified through Data 360.
            • Lightning Knowledge for IT Services
              Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes.
             
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