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Draft a Knowledge Article with a Prompt Template

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Draft a Knowledge Article with a Prompt Template

Draft Knowledge articles from any record, such as a case, incident, or work order, without writing them manually. Select the prompt template that fits your scenario, then review and edit the AI-generated draft before you publish it.

Required Editions

View supported editions.
User Permissions Needed
To generate and save knowledge articles:

Einstein Knowledge Creation permission set

AND

Knowledge User

AND

Manage Articles

AND

Create, Read, Edit, or Delete on the article type
To publish knowledge articles: Publish Articles for the article's type
  1. Open the record you want to write about, such as a resolved case.
  2. In the Knowledge panel, click New Article, then select Draft Knowledge Article.
  3. Select the template that matches your scenario, then click Next.
  4. Enter the details: select the language, enter an article title, and confirm the Grounding Record.
  5. Click Generate.
    A "Drafting your knowledge article…" message appears. Generating the article can take a couple of minutes. You get an email and a notification when it's ready.

A new draft article is created, with the summary and details filled in for you and the original record linked. Review it, make any edits, and publish the article when it's ready. You're also notified if article generation fails, so you can try again.

 
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