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Set Up Agentforce to Draft Knowledge Articles for IT Services

Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Agentforce:

Manage AI Agents AND the required permissions for the agent type

OR Customize Application

Set up Agentforce and create at least one active Knowledge Generation prompt template. For Agentforce prerequisites, see Prerequisites to Set Up Agentforce for IT Services. To create a template, see Create Knowledge Generation Prompt Templates for IT Services.

  1. Open or create an Agentforce Employee agent, such as the IT Service Fulfiller agent.
  2. Add the Knowledge Article Creation Using Templates subagent from the Asset Library.
    To see steps to add subagents to agents, see Add a Subagent to Your Agent from the Asset Library.
  3. Save a new version of the agent.
  4. Activate the agent.
    IT fulfillers can ask the agent to draft a knowledge article by using an active prompt template.

To test the agent, see Draft with Agentforce.