---
schema_version: "1"
id: c93b7f1a6c181fbd09cc6e1316bdb5d8a3e8a3283094c3711c63e9ca7b915f1f
title: Configure Known Error 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_known_error_articles.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_known_error_articles.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a03719096986199be57cb5fc80bd2ac28801b9b8f66dd36d4b1098e37555c82a
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Known Error Articles for IT Services

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

<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>

- [Create custom fields](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5 "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.") for Root Cause and Workaround on the Knowledge Object.
- [Create a custom record type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5 "Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions.") for Known Error.
- [Enable Einstein Knowledge Creation for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_setup.htm&release=264.0.0&type=5 "Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs).").

1. From the Salesforce Go page, go to the Features tab and search for Problem Management.
2. Click **Get Started** or **Keep Going** on Problem Management.
3. Go to the **Add Known Error Information for a Problem** section and click **Add Known Error**.
4. 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 |
5. Save your changes.