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.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
The prompt templates contain these components to guide the LLM's response and ensure the
generated articles are accurate and relevant.
| Component |
What It Determines |
| Knowledge Fields |
The specific fields on the knowledge article where the LLM's generated content is
populated, such as title, summary, issue, workaround, root cause, and
resolution. |
| Prompt Instructions |
These instructions guide the LLM on how to generate content for each field,
ensuring the output is concise and avoids inaccuracies. |
| Grounding Fields |
This section specifies which fields from the service record (the grounding data)
are used by the LLM to create the content for the knowledge article. |
The prompt templates are completely customizable, giving you the ability to modify any part
of the template to align with your organization's specific needs.
By default, the prompt template uses custom fields on the Knowledge object we asked you to
create in Create Custom Fields on Knowledge Articles for IT Services. If you have set up different fields, you can modify the prompt templates
accordingly. See Modify Existing Knowledge Creation Prompt Templates for IT Services.
For the LLM’s responses to be visible, you also need to add the custom fields to the page
layout for the knowledge article type. See Create Page Layouts for Different IT Service Knowledge Articles.
Knowledge Generation is a separate prompt template type. To document more IT service
scenarios, create Knowledge Generation templates grounded on an incident, problem, or change
request. Activate more than one template for the same record type when your team documents
different scenarios. See Create
Knowledge Generation Prompt Templates for IT Services.
