---
schema_version: "1"
id: 286a07e4c6a3f7868d6d5380702edd2ebbf8fa875798172a3a83273bf8110368
title: 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_draft_record.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9fe5804fbadbf4192d68666f64faf90d61714ef76b9b3af693a6646a4fab7445
description: Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Draft Knowledge Articles for IT Services

Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article.

### 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="d49431e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49431e71 ">To generate and save knowledge articles:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49431e71 ">
              <p>Einstein Knowledge Creation permission set</p>
              <p>AND Knowledge User</p>
              <p>AND Manage Articles</p>
              <p style="margin-bottom:0;">AND Create, Read, Edit, or Delete access on the article type</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49431e71 ">To publish knowledge articles:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49431e71 ">Publish Articles for the article type</td>

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

Activate at least one Knowledge Generation prompt template for the record type. 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.").

To draft with Agentforce, add the Knowledge Article Creation Using Templates subagent to an active employee agent. See [Set Up Agentforce to Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_agent_setup.htm&release=264.0.0&type=5 "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.").

Add the Knowledge or Enterprise Knowledge component to the record pages where IT fulfillers draft articles. For how to open and edit a Lightning record page, see [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US). To use the Enterprise Knowledge component, set up Enterprise Knowledge first. See [Set Up Enterprise Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_kwldg_setup.htm&release=264.0.0&type=5 "Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page.").

## Draft from an IT Service Record

Start a draft directly from an incident, problem, or change request by using the Knowledge or Enterprise Knowledge component on the record page.

The template picker shows active prompt templates whose grounding record matches the record that you opened. If multiple templates are active for that record type, choose the template that matches the scenario that you want to document.

1. Open the incident, problem, or change request that you want to use as the grounding record.
2. In the **Knowledge** or **Enterprise Knowledge** component, click **New Article**.
3. Select **Draft Knowledge Article**.
4. Select a prompt template for the record type.
5. Select a knowledge record type and language, and enter a title for the knowledge article.
6. Click **Generate**.
    
    Drafting can take a couple of minutes. You can close the window. You receive a notification when the article is ready.
7. When the draft is ready, open the article to review and edit it.

## Draft with Agentforce

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.

When you start from an incident, problem, or change request, Agentforce uses the record as the grounding record. When you start from another page, specify the type of grounding record before you choose a template. Agentforce lists only record types and active templates that are available for the selected grounding record.

1. Open Agentforce from the IT service record or another page in the app.
2. Ask Agentforce to create a knowledge article from a template.
3. If Agentforce asks for a grounding record type, select **Incident**, **Problem**, or **Change Request**.
4. Select a prompt template for the grounding record.
5. Select the article language, enter the article title, and confirm the grounding record.
6. Select **Submit**.
    
    Agentforce creates the article in the background and sends a notification when the draft is ready.
7. In the Knowledge app, review and edit the article draft.