Customize AI prompts and field mappings to align AI-generated content with your organization's unique processes and terminology. Reduce manual corrections by configuring how AI creates change requests, incidents, and problems from existing records. Tailor email drafts for internal teams and requesters to match your communication standards. Adjust ticket filtering prompts to align with organizational workflows so that AI can understand your service desk's specific context and deliver accurate, relevant results.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.
How: In Setup, search for and select Prompt Templates. Select a template and modify the prompt text to include organization-specific terminology, business rules, and field requirements. Save and activate your customized template.