AgentforceBeginnertopicsclassificationagentforce
What is an Agent Topic and why does it matter?
Real World Scenario
Your team is scoping a service agent. The BA lists fifty things customers ask about. You need to explain how topics organize that work.
Expected Answer
• A topic is a category of customer intent the agent is trained to handle, like "Order Status" or "Returns"
• Each topic has instructions, example utterances, and linked actions the agent may use
• Topics help the LLM classify what the customer wants and stay within allowed behavior
• Poor topic design causes misrouting—too broad topics confuse the agent
• Topics should map to real support queues or business capabilities
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Start with 5–10 focused topics covering your highest-volume intents. Adding dozens at once makes testing and tuning hard. Expand after you measure containment and see gaps in conversation logs.
Architect Perspective
Treat topics like mini products—each needs an owner, success metric, and linked knowledge. Vague topics are the top beginner mistake.