Use the Enterprise Knowledge component to view, search, and attach articles from Salesforce Knowledge and external sources to incidents.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
The Enterprise Knowledge component on an Incident record page helps IT support reps perform these tasks.
- View articles already attached to the incident and articles automatically suggested based on the incident details.
- Attach suggested articles or remove attached articles.
- Search for articles across Salesforce Knowledge and external sources unified through Data 360, with Agentforce providing conversational answers.
- Draft a knowledge article from the incident by using an active Knowledge Generation prompt template. See Draft Knowledge Articles for IT Services.
Attached Salesforce Knowledge articles appear in the Standard Knowledge Articles related list. Attached external articles appear in the Enterprise Knowledge Articles related list.
See Use the Enterprise Knowledge Component for details on how to search, preview, and engage with Enterprise Knowledge articles.