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Work with Knowledge in Agentforce IT Service
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.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with Agentforce IT Service. |
A comprehensive knowledge base provides significant value across the entire IT Service landscape. A robust knowledge base:
- Accelerates Resolution and Support: Enables employees to resolve their issues independently, which reduces support requests and boosts IT efficiency by making past solutions instantly accessible.
- Enhances Service Consistency: Systematizes the capture and sharing of reliable information, ensuring all service delivery is consistent and improves end-user satisfaction.
- Provides AI-powered Automation: A dynamic, high-quality knowledge repository serves as foundational data that directly fuels AI features like Agentforce, allowing the system to provide intelligent responses and enhance service delivery.
Before You Begin
Before you begin working with Knowledge in Agentforce IT Service, review these foundational resources.
- Create and Edit Articles
- Publish Articles and Translations
- Translate Articles in Lightning Knowledge
- Search for Knowledge Articles in Lightning Experience
- Archive Articles and Translations
- Delete Articles and Translations
- Create Data Categories for Articles. Data categories help you classify and organize your knowledge base.
- Flow Approvals for Lightning Knowledge. With Flow Orchestrator, you can easily manage multi-stage article approvals.
Knowledge for Different IT Service Users and Processes
Knowledge articles are used by a diverse range of users and integrated into various IT service processes. Here’s how knowledge transforms how organizations manage and resolve IT-related issues across different stages of IT service management.
| Who Uses Knowledge? | How Is Knowledge Used? |
|---|---|
| Employees | Employees utilize the Agentforce Employee portal to search for and view knowledge articles for common requests and issues. They also receive summarized answers and troubleshooting steps from Agentforce via channels such as the portal. Teams, or Slack. |
| Incident fulfillers and managers | IT support reps can search for and relate knowledge articles to active incidents. A knowledge article can provide a solution or a quick workaround for an easy resolution. They also receive proactive recommendations for relevant articles in the Agentic IT Service Desk app while working on issues. |
| Problem fulfillers and managers | When diagnosing the root cause of an incident, IT support reps can reference existing knowledge articles. After identifying a root cause, they can create a new Known Error article or a Troubleshooting article to document the issue and any workarounds. |
| Change fulfillers and managers | IT support reps can refer to knowledge articles, for processes related to risk mitigation or deployments in production orgs when planning changes and preparing for approvals. They can also create knowledge articles to capture feedback or document new processes after a change is deployed. |
| Agentforce Agents | Knowledge articles serve as foundational grounding data for Agentforce's AI models, helping the AI contextualize responses and generate accurate outputs for both employees and IT teams. Agentforce also leverages knowledge articles, along with past problems and resolution notes to assist with Root Cause Analysis (RCA). |
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