Salesforce Docs Portal

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.

Required Editions

View supported editions.
Tip
Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

Before using Einstein Knowledge Creation, you must have Einstein generative AI enabled and Salesforce Knowledge enabled and set up in Lightning Experience.

Knowledge Creation supports English, French, German, Italian, Japanese, and Spanish. To let service reps draft articles in multiple languages, enable them in knowledge settings.

  1. Turn On Einstein Knowledge Creation
    To use generative AI with Einstein Knowledge Creation, first turn on Einstein Generative AI, and then turn on Knowledge Creation. To use prompt templates, turn on Prompt Builder Template.
  2. Map Einstein Knowledge Creation Responses to Knowledge Fields
    Map AI-generated responses to your Knowledge record type fields.
  3. 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.
  4. Give Service Reps Access
    Give service reps access to Knowledge Creation.