---
schema_version: "1"
id: be3ca10b25b4c8951d6cea6e5aba84e33c637a6a50a9bc087e9d44affaa48f49
title: Associate External Articles and View Suggestions on Incidents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_it_service_enterprise_knowledge.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_enterprise_knowledge.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7b72be603ba98b010ebaedcae8d60ef5894585998582b7c56f034b754797cb81
description: IT service reps can find and link knowledge from external systems directly to incidents by using Enterprise Knowledge, powered by Data 360. Create a comprehensive knowledge base for your IT service desk by using both Salesforce native and external knowledge. View these associations in a related list on the Incident record to minimize context switching and help resolve IT issues with greater accuracy. To further accelerate resolution, the app automatically surfaces suggested articles based on the incident details.
products:
  - Cross Cloud
release: "262"
---
# Associate External Articles and View Suggestions on Incidents

IT service reps can find and link knowledge from external systems directly to incidents by using Enterprise Knowledge, powered by Data 360. Create a comprehensive knowledge base for your IT service desk by using both Salesforce native and external knowledge. View these associations in a related list on the Incident record to minimize context switching and help resolve IT issues with greater accuracy. To further accelerate resolution, the app automatically surfaces suggested articles based on the incident details.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions.

**Why:** Information scattered across different platforms forces reps to switch contexts and search through fragmented data. Help your organization break down data silos by consolidating all relevant information into a single, accessible view. Surfacing both linked and suggested content makes sure that every rep has the best available information at their fingertips, leading to more consistent support outcomes. A unified knowledge base also increases the likelihood of your employees finding answers independently through self-service channels.

**How:** To turn on Enterprise Knowledge for Agentforce IT Service, select **Salesforce Go** from the gear menu or from the main Setup menu. Then search for Enterprise Knowledge for IT Service.