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            Einstein Knowledge Creation

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            Einstein Knowledge Creation

            Optimize service rep productivity and efficiently grow your knowledge base with AI-generated article drafts. Based on a customer conversation, Einstein checks for similar existing articles then drafts fluent, relevant knowledge articles that reps review, edit, and save. Or use Knowledge Edits to quickly revise Knowledge fields with predefined styles. As your knowledge base develops, your team can quickly find answers to issues and address emerging customer pain points.

            Required Editions

            View supported editions.

            To learn how you can connect your knowledge from third-party systems, and use that knowledge to ground generative AI features for Einstein for Service, see Unify Knowledge from Various Sources.

            Note
            Note To keep things clear in the age of AI agents, we’re now referring to the humans who use Service Cloud as “service reps” rather than “agents”. We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself.
            • Learn About Einstein Knowledge Creation
              To get started with Knowledge Creation, learn how to identify the right Knowledge fields for each Knowledge record type. Next, review the response type glossary, and see an example of Knowledge Creation in action.
            • Setting Up Einstein Knowledge Creation
              Check you've completed the prerequisites, turn on article creation, and map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation.
            • Revise Your Knowledge Articles with Einstein
              Use Einstein generative AI to revise fields on your Knowledge articles and with predefined styles. Predefined styles can improve the grammar, conciseness or readability of your articles.
            • Einstein Knowledge Creation Usage and Tracking
              Einstein Knowledge Creation charges only for the articles you generate. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
             
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