Use the Enterprise Knowledge Component for IT Services
Use the Enterprise Knowledge component to view, search, and attach articles from
Salesforce Knowledge and external sources to incidents.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
The Enterprise Knowledge component on an Incident record page helps IT support reps perform
these tasks.
View articles already attached to the incident and articles automatically suggested based on
the incident details.
Attach suggested articles or remove attached articles.
Search for articles across Salesforce Knowledge and external sources unified through Data
360, with Agentforce providing conversational answers.
Attached Salesforce Knowledge articles appear in the Standard Knowledge
Articles related list. Attached external articles appear in the
Enterprise Knowledge Articles related list.
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