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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).

Required Editions

Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set

To modify the existing knowledge creation prompt templates (Create Knowledge Articles from Incidents or Create Knowledge Articles from Problems) for IT Services, see Modify Prompt Templates for IT Service AI Actions.

Example
Example

This example demonstrates how to modify a prompt template to include a new field.

Step Sequence Action
1 Create a custom field on the Knowledge object and enter Affected System in the field label. In the field name, enter Affected_System.
2 Add the new custom field to the new version of the Create Knowledge Articles from Incidents prompt.
3 In the JSON format section, Add the field name and a brief description in the JSON format section. For example, ”Affected_System__c”:”Affected systems due to the issue”,.
4

In the Prompt Instructions section, add instructions for generating data for the Affected Systems field. You can paste this as the instruction: 

- Specific instructions for generating Affected Systems:
 -Extract sentences that describe the Specific devices, operating systems, departments, or user groups affected by the issue from the INCIDENT related to the DESCRIPTION. Assigned it to 'supporting_evidence' next to 'Affected Systems' field.
 -Summarize the extracted Affected Systems text from above into 2 to 3 sentences. Assign them to the 'Affected System' field.
 -Affected Systems should NOT be a mere repetition of TITLE. Affected System should ONLY contain information about the devices, operating systems, departments, or user groups affected by the issue and not the RESOLUTION.
 -Affected Systems should ONLY include facts from the INCIDENT, NOT speculations or guesses.
 -If no Affected Systems is identified, set "Issue" to "Not enough grounding information to generate content".
5 In the Grounding Fields section , select the resources for grounding the data. For example, type Incident Category: and select Grounding Record | Category from the Insert Resource menu.
6 Save and activate the prompt.