Optimize service rep productivity and efficiently grow your knowledge base with
AI-generated article drafts. Use the standard prompt templates or build custom prompt templates
so reps can draft fluent, relevant articles from any record, that they review, edit, and save.
You can also use Knowledge Edits to quickly revise Knowledge fields with predefined styles. As
your knowledge base develops, your team can quickly find answers to issues and address emerging
customer pain points.
Required Editions
Einstein Knowledge Creation uses Prompt Builder for templates. Start with the two standard
templates, or create custom templates, so reps can draft articles from any record, such as
cases, incidents, or work orders. Reps can choose the template that fits the scenario and
create articles directly from a record or conversationally through Agentforce.
To learn how you can connect your knowledge from third-party systems, and use that knowledge
to ground generative AI features for Einstein for Service, see Unify Knowledge from Various Sources.
- Learn About Einstein Knowledge Creation
To get started with Knowledge Creation, learn how to identify the right Knowledge fields for each Knowledge record type. Next, review the response type glossary, and see an example of Knowledge Creation in action.
- Set Up Einstein Knowledge Creation
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.
- Draft a Knowledge Article with a Prompt Template
Draft Knowledge articles from any record, such as a case, incident, or work order, without writing them manually. Select the prompt template that fits your scenario, then review and edit the AI-generated draft before you publish it.
- Draft a Knowledge Article with Agentforce
You can ask Agentforce to create a Knowledge article with your prompt templates from anywhere in the app. Tell Agentforce which record to base the article on and which template to use, and then review and edit the draft before you publish it.
- Revise Your Knowledge Articles with Einstein
Use Einstein generative AI to revise fields on your Knowledge articles and with predefined styles. Predefined styles can improve the grammar, conciseness or readability of your articles.
- Einstein Knowledge Creation Usage and Tracking
Einstein Knowledge Creation charges only for the articles you generate. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
