---
schema_version: "1"
id: 58b7439c9e3452d88ea551a614adba7373be949ac7409b134d59f4e5aec37229
title: Knowledge Fields for Einstein 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_learn_knowledge_fields.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_creation_learn_knowledge_fields.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5e6cd4035548b5465289fe4cd8baff811e42c86ca3ae5340b9b30ffa49262fe4
description: Learn how field mapping and response types affect your article drafts.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Knowledge Fields for Einstein Knowledge Creation

Learn how field mapping and response types affect your article drafts.

### 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>

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56084e64">Customer-Facing Article Fields</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56084e67">service-rep-Facing Article Fields</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Customer-Facing Article Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d56084e64 "><a name="knowledge_creation_learn_knowledge_fields__ul_j2q_r5f_pdc"><!-- --></a>
            <ul id="knowledge_creation_learn_knowledge_fields__ul_j2q_r5f_pdc">
              <li>Issue</li>

              <li>Problem</li>

              <li>Process Steps</li>

              <li>Resolution</li>

            </ul>
          </td>

          <td data-label="service-rep-Facing Article Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d56084e67 "><a name="knowledge_creation_learn_knowledge_fields__ul_k2q_r5f_pdc"><!-- --></a>
            <ul id="knowledge_creation_learn_knowledge_fields__ul_k2q_r5f_pdc">
              <li>Issue</li>

              <li>Environment</li>

              <li>Problem</li>

              <li>Resolution</li>

              <li>Root Cause</li>

              <li>Troubleshooting Steps</li>

            </ul>
          </td>

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

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.

#### See Also

- [Einstein Knowledge Creation Response Glossary](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_glossary.htm&release=264.0.0&type=5 "Get an overview of each mapping option for knowledge article creation.")
- [How To Use Einstein Knowledge Creation Responses Across Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_example.htm&release=264.0.0&type=5 "To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario.")
- [Set Up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&release=264.0.0&type=5 "Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation.")