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Create Custom Prompt Templates for Knowledge Creation

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Create Custom Prompt Templates for Knowledge Creation

You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own.

Required Editions

View supported editions.
User Permissions Needed
To create and manage prompt templates in Prompt Builder:

Prompt Template Manager permission set

  • Manage Prompt Templates
  • Execute Prompt Templates

OR

Customize Application permission set

Knowledge Creation includes two standard templates: Create Knowledge Articles From Case and Create Knowledge Articles From Messaging Session. To create a custom template, open a standard template, save it as a new version, and edit it for your scenario. You can also build a template from scratch.

Important
Important To use the standard templates for Knowledge Creation, first set up Einstein Work Summaries and Service AI Grounding.
Note
Note By default, the standard templates are inactive. Activate them before reps can use it.
  1. To customize a standard template:
    1. Go to Prompt Builder.
    2. From the Prompt Builder setup page, open a standard template: Create Knowledge Articles From Case or Create Knowledge Articles From Messaging Session.
    3. Save the template as a new version.
    4. Edit the instructions, grounding record, or data sources for your scenario.
    5. Save and activate the template so reps can use it.
  2. To create a template from scratch:
    1. On the Prompt Builder setup page, click New Prompt Template.
    2. In the New Prompt Template window, select Knowledge Generation as the Prompt Template Type.
    3. Enter the Prompt Template Name. The API name populates automatically.
    4. Enter the Template Description.
    5. Select the Grounding Record for the template, such as Case or Incident.
    6. Optionally, add up to five data sources, such as related files or lists, to include with your prompt instructions for more context.
    7. Click Next, and then write your instructions in plain language. Describe how you want the article written.
    8. Save and activate the template so reps can use it.
Tip
Tip You can create multiple templates for the same record type to cover different scenarios. Give each one a clear name, because that's what reps see when they select one.
 
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