---
schema_version: "1"
id: ece5bc6cba0fcfb599ab91fba015f9b3a653bd785ddddf1268a4e5b6bca55546
title: Set Up Enterprise Knowledge 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_enterprise_kwldg_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_kwldg_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 593d495c091ac1fb4887b913568ae85ef2de9b3422fe076c2bca3318cc901380
description: Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Enterprise Knowledge for IT Services

Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page.

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

Confirm that Data 360 is enabled and that Lightning Knowledge is turned on. See [Set Up Knowledge Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&release=264.0.0&type=5 "Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services."). Review the [limitations for Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_limitations.htm&type=5&language=en_US) before turning it on.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)

Note Though the existing documentation talks about setting up Enterprise Knowledge for Service Cloud and the Case object, apply the same concepts to the Incident object in Agentforce IT Service.

1. Turn on Enterprise Knowledge for Agentforce IT Service using Salesforce Go.
    1. Go to **Salesforce Go** and search for Enterprise Knowledge for IT Service.
    2. Enable **Turn on Enterprise Knowledge for IT Service**.
    3. In the **Set Up the Basics** section, click **Go to Setup** next to **Configure Enterprise Knowledge Settings**.
        
        The Enhanced Knowledge Settings page opens.
2. On the Enhanced Knowledge Settings page, complete the steps in the Set Up Enterprise Knowledge section.
    1. [Configure Agentic Enterprise Search](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_aes_setup.htm&type=5&language=en_US) so AI agents can search and summarize your internal and external data.
    2. Enable the toggle for **Turn on Enterprise Knowledge**.
    3. Set up Data 360 Connectors, data streams, harmonization layouts, Data Lake Objects (DLOs), and Unstructured Data Lake Objects (UDLOs) to ingest your external knowledge sources into Data 360 and harmonize them into a consistent schema.
        
        See [Content and Knowledge Harmonization](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_harmonization.htm&type=5&language=en_US).
        
        To secure and manage your data and content, you can use Data Governance in Data 360. See [Data Governance in Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_data_governance.htm&type=5&language=en_US).
    4. Set up the search index and query configuration to make your content searchable and surface the most relevant results.
        
        See [Configure Search Settings to Optimize Your Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_search_settings.htm&type=5&language=en_US).
    5. Add the Enterprise Knowledge component to the **Incident** record page so IT support reps can search and link external articles and draft knowledge articles directly from incidents.
        
        See [Add the Enterprise Knowledge Component to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_component.htm&type=5&language=en_US).
    6. Add the **Enterprise Knowledge Articles** related list to the Incident record page so linked external articles are visible in context.
        
        See [Add Related Lists to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_add_related_list.htm&type=5&language=en_US).