---
schema_version: "1"
id: b5ace4c5712dd2c1cf8340e39857de6108f8cb6171ef96d8fd2e1e4f2a763390
title: Create Custom Prompt Templates for Knowledge Creation
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_creation_custom_prompt_templates.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_creation_custom_prompt_templates.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e5d068b1db4bf532b7101f61203dc03cea5328c0c458452f61d11cc3757d0083
description: You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Create Custom Prompt Templates for Knowledge Creation

You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</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:center;vertical-align:top;" id="d8001e57">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8001e57 ">To create and manage prompt templates in Prompt Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8001e57 ">
              <p>Prompt Template Manager permission set
              </p>
              <ul>
                <li>Manage Prompt Templates</li>

                <li>Execute Prompt Templates</li>

              </ul>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application permission set</p>
            </td>

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

Knowledge Creation includes two standard templates: Create Knowledge Articles From Case and Create Knowledge Articles From Messaging Session. To create a custom template, open a standard template, save it as a new version, and edit it for your scenario. You can also build a template from scratch.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png)

Important To use the standard templates for Knowledge Creation, first set up [Einstein Work Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&type=5&language=en_US) and [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&language=en_US&type=5).

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note By default, the standard templates are inactive. Activate them before reps can use it.

1. To customize a standard template:
    1. Go to **Prompt Builder**.
    2. From the Prompt Builder setup page, open a standard template: **Create Knowledge Articles From Case** or **Create Knowledge Articles From Messaging Session**.
    3. Save the template as a new version.
    4. Edit the instructions, grounding record, or data sources for your scenario.
    5. Save and activate the template so reps can use it.
2. To create a template from scratch:
    1. On the Prompt Builder setup page, click **New Prompt Template**.
    2. In the New Prompt Template window, select **Knowledge Generation** as the **Prompt Template Type**.
    3. Enter the **Prompt Template Name**. The API name populates automatically.
    4. Enter the **Template Description**.
    5. Select the **Grounding Record** for the template, such as Case or Incident.
    6. Optionally, add up to five data sources, such as related files or lists, to include with your prompt instructions for more context.
    7. Click **Next**, and then write your instructions in plain language. Describe how you want the article written.
    8. Save and activate the template so reps can use it.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png)

Tip You can create multiple templates for the same record type to cover different scenarios. Give each one a clear name, because that's what reps see when they select one.

- **[Set Up Subagent for Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_subagent_setup.htm&release=264.0.0&type=5)**  
    Add the Knowledge Article From Template subagent to your employee agent so reps can create Knowledge articles conversationally through Agentforce. The Knowledge Article From Template subagent includes the Create Knowledge Article From Template action.