---
schema_version: "1"
id: e9c363e041d2b8ffbbf080a4d0fd121d68f8d3cff13cf0cf95173d3d5ec9f24d
title: Set Up Lightning Knowledge for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_configure_knowledge_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_knowledge_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7c2a37495c8cb6f98a506eff2968c4691c343d36358675197fb5fce1d36ecd4d
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Lightning Knowledge for IT Services

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

- **[Enable Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_page_layouts.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_known_error_articles.htm&release=264.0.0&type=5)**  
    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.