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.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create custom fields: | Customize Application |
Note If you deploy one of the solution bundles for Agentforce IT Service, the custom fields are
automatically created during the installation.
- In Setup, find and select Object Manager.
- Find and select the Knowledge object.
- Select Fields & Relationships.
- Select New.
- Select Text Area (Rich) and then click Next.
- Enter Root Cause as the field label.
- Enter Root_Cause as the field name.
- Select Next.
-
Set access to the field based on the profile of the user. Choose from:
- Visible
- Read-Only
- Select Next.
- To make the field visible for article type, select Knowledge Layout as the page layout name.
- Select Save and New.
Similarly, create these fields.
| Field Label | Field Name | Data Type |
|---|---|---|
| Workaround | Workaround | Rich Text Area |
| Issue | Issue | Rich Text Area |
| Resolution | Resolution | Rich Text Area |
Note
Predefined Prompt Templates for Einstein Knowledge Creation for IT Services use the field names
for Root Cause, Workaround, Issue, and Resolution as mentioned here. If you want to use
different names, modify the prompt templates accordingly.
Creating these custom fields will be useful in other operations, such as Configure Known Error Articles for IT Services and Configure Knowledge Creation with Einstein for IT Services.