---
schema_version: "1"
id: 71d62844c495385e300e84a084c0d22cd0d63a3aa4c16dd39f9aba30b3bf8ec9
title: Create Custom Fields on Knowledge Articles 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_knowledge_article_fields.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 139adea321ccaaef64f17856cd06b34e8677efd45d99a17b2d7231a5f6efcbc2
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Create Custom Fields on Knowledge Articles for IT Services

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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d117953e72">User Permissions Needed</th>
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        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d117953e72 ">To create custom fields:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d117953e72 ">Customize Application</td>

          </tr>
        </tbody>
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![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 If you deploy one of the solution bundles for Agentforce IT Service, the custom fields are automatically created during the installation.

1. In Setup, find and select **Object Manager**.
2. Find and select the **Knowledge** object.
3. Select **Fields & Relationships**.
4. Select **New**.
5. Select **Text Area (Rich)** and then click **Next**.
6. Enter Root Cause as the field label.
7. Enter Root\_Cause as the field name.
8. Select **Next**.
9. Set access to the field based on the profile of the user. Choose from:
    - Visible
    - Read-Only
10. Select **Next**.
11. To make the field visible for article type, select **Knowledge Layout** as the page layout name.
12. 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](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 [Predefined Prompt Templates for Einstein Knowledge Creation for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_prmpt_tmplts.htm&release=264.0.0&type=5 "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.") 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.](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).")

Creating these custom fields will be useful in other operations, such as [Configure Known Error Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_known_error_articles.htm&release=264.0.0&type=5 "Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution.") and [Configure Knowledge Creation with Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_configure.htm&release=264.0.0&type=5 "Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request.").