Learn how field mapping and response types affect your article drafts.
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Einstein Knowledge Creation comes with different predefined response types, such as Summary or Issue. These response types tell Einstein what kind of information to search for in a conversation and include in the draft. During setup, Salesforce admins map these response types to Knowledge fields on Knowledge record types, which determine the information included in your final article.
Before you map response types to your Knowledge record fields, carefully consider the goals and audience for each article type in your knowledge base. Generally, customers and service reps need different information from knowledge articles, even about the same issue. Customers need an overview of the issue, reset instructions, or a workaround. For the same issue, service reps need more technical information such as troubleshooting steps, related environments, or the root cause.
We can see these fields across Knowledge record types.
| Customer-Facing Article Fields | service-rep-Facing Article Fields |
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After you identify the fields needed by different record types, map them to the Einstein responses accordingly. Mapping determines the information that is populated into the AI-drafted articles.
You can map generated responses to multiple fields, but you can’t map multiple responses to one Knowledge field. If you reuse Knowledge fields on different Knowledge records, consider how your field selections appear across contexts.