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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