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.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
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From the Salesforce Go page, go to the Features tab and search for Problem
Management.
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Click Get Started or Keep Going on Problem
Management.
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Go to the Add Known Error Information for a Problem section and
click Add Known Error.
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Enter these values in the Mapping fields to map the object and fields.
| Entities |
Mappings |
| Known Error Record Type |
Known Error |
| Root Cause |
Root_Cause__c |
| Workaround |
Workaround__c |
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Save your changes.
