--- schema_version: "1" id: df6677b63b52370056dac648714018b561f31c7e20b8b20cae0ff5b82df1afff title: Modify Existing Knowledge Creation Prompt Templates 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_tmplts_edit.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_tmplts_edit.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 4f24352995776bb990d6286a234c09e25bcd20189736bca53539b583ebd60408 description: 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). products: - Service Cloud - Agentforce IT Service release: "264" --- # 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_modify_prompt_builder.htm&release=264.0.0&type=5 "Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions."). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) 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.