---
schema_version: "1"
id: 7ab6387227027e2a0c938cde621037b39f97c3f7d8c90c754d1ffd6ab483be18
title: Tailor AI-Generated Content with Customizable AI Actions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_service_customizable_ai_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_customizable_ai_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4898b9b8ddba460a1d1974a6ae849e32f642755d6db273edb8c052ded2ff4eb4
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Tailor AI-Generated Content with Customizable AI Actions

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.