--- schema_version: "1" id: 3dcd1d7e008ac909740648af3a8e0c64a080e004a7b4dad7d8515220e00e4cd5 title: Set Up Self Learning Knowledge collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_set_up_self_learning_knowledge.md canonical_url: https://help.salesforce.com/s/articleView?id=service.service_set_up_self_learning_knowledge.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 4923e0d01d46ca5faf36307951874439df4485ba6fdce724e00a73f32db3339a description: Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information. products: - Service Cloud - Service Intelligence release: "264" --- # Set Up Self Learning Knowledge Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, Developer, and Agentforce 1 Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.
User Permissions Needed
To install Self Learning Knowledge:

Customer Signals Intelligence Admin AND

Tableau Next Admin AND

Data Cloud Architect permission set
To generate Knowledge articles with Self Learning Knowledge:

Einstein Knowledge Creation AND

View Setup AND

Customize Application
To assign knowledge permissions:

Customize Application AND

Manage Salesforce Knowledge
Make sure that Customer Signals Intelligence is [successfully activated in your org](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&language=en_US). Without Customer Signals Intelligence activated, you can’t view or set up Self Learning Knowledge. Without cases activated as a standard channel in Customer Signals Intelligence, you can’t view or set up Self Learning Knowledge. You can’t change Self Learning Knowledge’s data setup origin point after initial configuration. We recommend using all applicable support channels to get the best insights from your data. Make sure that Einstein Work Summaries is [successfully activated in your org](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&language=en_US). Without Einstein Work Summaries activated, we can’t generate knowledge summaries to turn into knowledge articles. 1. From Setup, enter and select Customer Signals Intelligence. 2. In Set Up Self Learning Knowledge in Data Cloud, click **Install**. Self Learning Knowledge can take some time to install. You’ll get a notification after it’s done. 3. When you’ve finished installing Self Learning Knowledge, refresh the page, then turn on the **Turn on Self Learning Knowledge** toggle. 4. To set up custom prompt templates for your knowledge base, click **Go to Prompt Builder**. Connect the knowledge fields you’re using to the out-of-the-box Self Learning Knowledge prompt template, **SLK Knowledge Creation**. - **[Set Up Standard Channels for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_slk_standard_channels.htm&release=264.0.0&type=5)** Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation. - **[Execute a Data Transform for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_execute_data_transform_slk.htm&release=264.0.0&type=5)** Manually run a batch data transform after setting up Customer Signals Intelligence so Self Learning Knowledge always has the most up-to-date analytical insights. - **[Install Self Learning Knowledge Intelligence Analytics](https://help.salesforce.com/s/articleView?id=service.service_install_slk_intelligence_analytics.htm&release=264.0.0&type=5)** To view visualizations of your knowledge base and identify knowledge gaps, install the Self Learning Knowledge Intelligence Analytics app in Tableau Next. - **[Self-Learning Knowledge Dashboard](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_self_learning_knowledge_intelligence.htm&release=264.0.0&type=5)** Identify and close knowledge article gaps autonomously to improve customer support. Analyze historical service interactions to extract unique contact reasons and score your current documentation. Review the lowest Knowledge Coverage Scores to generate targeted recommendations. Use AI to create articles that directly answer underlying customer questions. - **[Generate a Knowledge Article Draft with Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_generate_knowledge_article_with_slk.htm&release=264.0.0&type=5)** Self Learning Knowledge gathers and analyzes detailed customer data from chat and case channels to learn about customer behavior and preferences. You can monitor and interpret knowledge gaps from Tableau Next dashboards. - **[Considerations and Limitations for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_self_learning_knowledge_considerations_limitations.htm&release=264.0.0&type=5)** Understand the considerations and limitations of Self Learning Knowledge. #### See Also - [_Salesforce Help_: Override a Standard Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_override_standard_template.htm&language=en_US) - [_Salesforce Help_: Set Up Standard Channels for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_slk_standard_channels.htm&language=en_US)