---
schema_version: "1"
id: cce3f6b5451a7277b3db9dae34dc3e53a4dcb56fb3c530a687634411e2b39009
title: Create Knowledge Generation Prompt Templates 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_template.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 29f33b0cceadbe889dbc54786a58af93d403afb125ca652768dfcb1a5af5e68d
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Create Knowledge Generation Prompt Templates for IT Services

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.

### 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="d98085e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98085e71 ">To create and manage prompt templates in Prompt Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98085e71 ">Prompt Template Manager permission set</td>

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

Turn on Einstein generative AI, Einstein Knowledge Creation, and Prompt Builder Template. For the required settings, see [Turn On Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_enable.htm&type=5&language=en_US).

Knowledge Generation and Knowledge Creation are separate prompt template types. Knowledge Creation provides templates for incidents and problems in Agentforce IT Service. Use Knowledge Generation to create additional templates grounded on an incident, problem, or change request. Create multiple templates for the same record type when your IT team documents different scenarios.

## Customize a Standard Template

Use a standard template as a starting point when its instructions and article structure are close to what your IT team needs.

1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**.
2. Open **Create Knowledge Articles From Case**.
3. Save the template as a new version.
4. Change the grounding record to **Incident**, **Problem**, or **Change Request**.
5. Edit the instructions and data sources for the selected IT service record.
6. Save and activate the template.
    
    The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type.

## Create a Template from Scratch

Start from a blank Knowledge Generation prompt template when you need different instructions, inputs, or data sources for an IT service scenario.

1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**.
2. Select **New Prompt Template**.
3. In the New Prompt Template window, select **Knowledge Generation**.
4. Enter the prompt template name and description.
    
    The API name populates automatically. Use a name that helps IT fulfillers distinguish the template from other templates for the same record type.
5. For **Grounding Record**, select **Incident**, **Problem**, or **Change Request**.
6. To include related files or lists, add up to five data sources.
7. Select **Next**, and then write the instructions for the knowledge article in plain language.
8. Save and activate the template.
    
    The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Example

For an incident template, use the subject, description, related incidents, and resolution summary to ground the article. For a problem template, use the workaround and root-cause details. For a change request template, use the business justification, impact analysis, and implementation plans.

To test the template from an IT service record, see [Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "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.").