Set up Lightning Knowledge for your IT service desk, and configure custom fields, record types, page layouts, and known error articles to fit IT service management processes.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Enable Lightning Knowledge for IT Services
Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services. - Create Custom Fields on Knowledge Articles for IT Services
Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions. - Create Custom Record Types for IT Service Knowledge Articles
Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions. - Create Page Layouts for Different IT Service Knowledge Articles
Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article. - Configure Known Error Articles for IT Services
Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution.