Set Up Knowledge Creation with Einstein for IT Services so your team can draft
contextual knowledge articles using generative AI. Review the predefined prompts for incidents
and problems and make changes according to your company's needs. Create a prompt template for
change request.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
- Predefined Prompt Templates for Einstein Knowledge Creation for IT Services
Default Knowledge Creation prompt templates for incidents and problems help your IT teams draft contextual knowledge articles swiftly and consistently. The templates define how a large language model (LLM) generates content by specifying the article's structure, instructions, and source data. For change requests, create a template by using the sample prompt.
- Modify Existing Knowledge Creation Prompt Templates for IT Services
Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM).
- Create Knowledge Creation Prompt Template for Change Requests
Enable your IT teams to easily create contextual knowledge articles from a change request record by using generative AI. Use this template to define how Einstein generates content for change request-related articles.
- Create Knowledge Generation Prompt Templates for IT Services
Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document.
