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            Lightning Knowledge for IT Services

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Set Up Lightning Knowledge for IT Services
              Set up Lightning Knowledge for your IT service desk, and configure custom fields, record types, page layouts, and known error articles to fit IT service management processes.
            • Work with Lightning Knowledge for IT Services
              Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery.
             
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            Salesforce Help | Article