From the course: Salesforce Certified Agentforce Specialist Cert Prep

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Topics

Topics - Salesforce Tutorial

From the course: Salesforce Certified Agentforce Specialist Cert Prep

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Topics

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Next is going to be the topic. So after you have already chosen the type of agent that you want to have, then you'll choose the topic. So topics are just like you think of a topic at a library. It houses particular information that can be useful. So I think of a topic at a library such as aquatic animals, or maybe you have a fantasy topic in that section. It's somewhat similar within Salesforce and within Agent Builder particularly, where you have a topic such as knowledge articles, or you'll have a topic such as account management, or maybe a topic such as booking details. And within that topic, you will have descriptions and you will have actions that the agent can do. You can have multiple topics to one agent type, And this will help the agent to classify the various customers' needs. So if a customer types in and says, hey, I need help with my computer. It's going through the restart cycle. I don't know how to get out of the restart cycle. Then that agent can understand, okay…

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