---
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title: Predefined Prompt Templates for Einstein Knowledge Creation 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_prmpt_tmplts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_prmpt_tmplts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 81424a259c6339501f455fe5c5a9ffa966db9bf8d6eb17be2c8493e63703a867
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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.

### 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>

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](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."). If you have set up different fields, you can modify the prompt templates accordingly. See [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).").

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](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.").

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](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.").