Your service reps can draft accurate Knowledge articles from any record, such as cases, incidents, or work orders without writing articles manually. You can build multiple custom prompt templates in Prompt Builder using plain-language instructions and merge fields, so your reps always have a template tailored to the record and scenario at hand. Your reps can pick the right template for each scenario and create articles directly from a record or conversationally through Agentforce from anywhere in the app. Previously, Einstein Knowledge Creation offered a single out-of-the-box template limited to cases and messaging sessions.
Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Salesforce Knowledge add-on license.
Why: Creating and updating knowledge happens often and it's time-consuming. Einstein Knowledge Creation gives your team a scalable, reliable way to document what they discover while working on a case, incident, or work order.
- It reduces the time and resource cost of writing an article, so your reps spend less time documenting and more time resolving customer issues.
- It improves the quality of AI grounding with a more complete and accurate knowledge base, because articles are grounded in real records.
- Produce on-brand articles every time. Custom prompt templates embed your brand voice, terminology, and standards directly into the generation process, so every article reflects them automatically.
How: In Setup, go to the Einstein Knowledge Creation page and turn on Einstein Knowledge Creation, and then turn on Prompt Builder Template. To create a custom prompt template, go to Prompt Builder, select the Knowledge Generation template type, configure the grounding record and inputs, and activate the template.