---
schema_version: "1"
id: 8dcf6febce5e26c848ae60ee84ca658804c893a807cd634c0beb67fb4ba7ac73
title: Agentforce IT Service | Answer Questions with Knowledge
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_ref_it_srvcs_answrplcyquestion.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c84d5c839ec7ba354e009adaef1d1df0ba1f5c1943a265afe0c9111e09835fe6
description: Resolves user inquiries by referencing a knowledge base of company policies, troubleshooting guides, and product documentation. Use when a user asks about return or refund policies, how to diagnose or fix an issue, or what capabilities a product offers.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Agentforce IT Service | Answer Questions with Knowledge

Resolves user inquiries by referencing a knowledge base of company policies, troubleshooting guides, and product documentation. Use when a user asks about return or refund policies, how to diagnose or fix an issue, or what capabilities a product offers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with the AI Agents for Employees add-on license.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d223634e64">User Permissions Needed</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d223634e67">&nbsp;</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d223634e64 d223634e67 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
              Actions</a>.</td>

        </tr>
      </tbody>
    </table>

## Action Details

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">AnswerQuestionsWithKnowledge</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Answer Questions with Knowledge</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">Yes</td></tr></tbody></table>