---
schema_version: "1"
id: 86e9ef20991be2e7720c45ea7b5ba800129ed011b391d35f2f2baaa4326a4f55
title: Set Up Agentforce to Draft 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_knwldg_gen_agent_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_agent_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 005fb0fee1624637581f492e1abc7b80da26a0e14d715ed7840a75712ef06dc6
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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>, 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%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d35051e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35051e71 ">To set up Agentforce:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35051e71 ">
              <p>Manage AI Agents AND the required permissions for the agent type</p>
              <p style="margin-bottom:0;">OR Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes."). To create a template, see [Create Knowledge Generation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5 "Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document.").

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](https://help.salesforce.com/s/articleView?id=ai.agent_topics_add_asset.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "Ask Agentforce to draft a knowledge article from an incident, problem, or change request in a conversation, then review the draft in the Knowledge app.").