---
schema_version: "1"
id: ba24f5180ae6b43033e6095827ac3f9ec15ae690f24f5673c28bc0b4c216d6fc
title: Use the Enterprise Knowledge Component 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_use_ek_component.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_ek_component.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 68f7b4e91c647ea13bcf65f3057273dd5f09474695c3e11f19a55dc54277fb10
description: Use the Enterprise Knowledge component to view, search, and attach articles from Salesforce Knowledge and external sources to incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Use the Enterprise Knowledge Component for IT Services

Use the Enterprise Knowledge component to view, search, and attach articles from Salesforce Knowledge and external sources to incidents.

### 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>

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](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.").

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](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&type=5&language=en_US) for details on how to search, preview, and engage with Enterprise Knowledge articles.