---
schema_version: "1"
id: b4e7de861be3bde7f0bc683060fa02d2cd41113f35e53088a4dce68df1a9021a
title: Configure Knowledge Creation with Einstein 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_einstein_knwldg_configure.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_configure.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4f3b25fafa925ad0776e14c04184d574776df06a49b28f682f7391f066f8f5a8
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Knowledge Creation with Einstein for IT Services

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

<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>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

- **[Predefined Prompt Templates for Einstein Knowledge Creation for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_prmpt_tmplts.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_tmplts_edit.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_change_prompt.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5)**  
    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.