---
schema_version: "1"
id: 0b2d0d0490e5b8c2d422afe23e4ac30e161529fcc799b19326e02c028ffb078b
title: Knowledge Management 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_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 97d6c9061734a7f9f5e3fd8d567f44534cac775b451a9d7a56825517c5942f9e
description: Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Knowledge Management for IT Services

Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.

### 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>

Agentforce IT Service supports two types of knowledge that you can use independently or together to build a comprehensive knowledge base for your IT service desk. Use native Salesforce Knowledge to manage articles directly in Salesforce, or use Enterprise Knowledge, powered by Data 360, to integrate external content from sources like SharePoint or Confluence into the same knowledge base.

## Native Salesforce Knowledge

Native Salesforce Knowledge articles are authored and managed directly in Salesforce. IT support reps can search for these articles and link them to Incident, Problem, and Change records to capture solutions, workarounds, and known errors.

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

Note Agentforce IT Service orgs only support Lightning Knowledge.

[Learn more about Salesforce Knowledge.](https://help.salesforce.com/s/articleView?language=en_US&id=service.knowledge_map.htm&type=5)

## Enterprise Knowledge

Enterprise Knowledge, powered by Data 360, ingests content from external sources such as SharePoint, Confluence, and Google Drive, and harmonizes it into the same knowledge experience as native Salesforce Knowledge. IT support reps can find, link, and view suggested external articles on Incident records without switching context.

[Learn more about Enterprise Knowledge.](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_about.htm&type=5&language=en_US)

- **[Enterprise Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_knwldg_parent.htm&release=264.0.0&type=5)**  
    Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise Knowledge component on incident records to search and attach articles from Salesforce Knowledge and external sources unified through Data 360.
- **[Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_lightning_knwldg_parent.htm&release=264.0.0&type=5)**  
    Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes.