---
schema_version: "1"
id: 60d568555966e4ff2dbedfc7d4e51e3742e3b6158e03839317d81c4c3f9fcd82
title: Turn Resolved Incidents, Problems, and Changes into Knowledge Articles with Agentforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_srvcs_knowledge_generation.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_knowledge_generation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7707507c3c1de8c66da7b2604b42b558be12a1e44d14248f1cd64677e454ac39
description: Capture fixes as reusable knowledge once an issue is resolved, instead of writing articles from scratch or skipping them altogether. From an incident, problem, or change request, draft a structured Salesforce Knowledge article grounded in that record's details, either from the Enterprise Knowledge Component on the record or by asking the Agentforce agent. To shape what Agentforce writes, create Knowledge Creation prompt templates grounded on each record type.
products:
  - Cross Cloud
release: "264"
---
# Turn Resolved Incidents, Problems, and Changes into Knowledge Articles with Agentforce

Capture fixes as reusable knowledge once an issue is resolved, instead of writing articles from scratch or skipping them altogether. From an incident, problem, or change request, draft a structured Salesforce Knowledge article grounded in that record's details, either from the Enterprise Knowledge Component on the record or by asking the Agentforce agent. To shape what Agentforce writes, create Knowledge Creation prompt templates grounded on each record type.

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