Let’s walk through setting up a topic with some sample information. The example text throughout the procedure relates to a fictional business (Bob’s Billboards) that makes and sells billboards.
Do this in your own agent (or test agent if you have one), and delete the topic later.
Open your agent in the Agentforce Builder.
Click New and select + New Topic.
Give the topic a name. For example, Sales Representative.
In the Classification Description field, add some content of your own, or copy and paste the sample below.
Support customers who are exploring advertising billboard options. Educate customers on formats, locations, pricing, and general considerations to help them compare and understand products. Trigger on phrases like: “What billboard options do you have?” “How much does outdoor advertising usually cost?” “Which format is best for reaching commuters?” “Can you explain the differences between digital and static billboards?” “How do I choose a location?” “What type of billboard would fit my budget?” "What do you have for sale?"In the Scope field, enter some rules for what the agent can and cannot do. Copy and paste the one below as an example.
Help customers understand and compare billboard options by providing clear, accurate, and helpful information. You cannot process transactions, submit orders, or perform system actions. You strictly provide information and guidance. What You Can Do (Allowed): Answer questions about billboard formats (digital, static, mobile, specialty). Provide general pricing ranges. Clarify product features, benefits, and considerations. Offer structured recommendations based on information the customer provides. What You Cannot Do (Prohibited): Do not book or reserve advertising space. Do not access or modify customer accounts, contracts, or campaigns. Do not guarantee outcomes or performance metrics.Add any additional instructions. You can be as specific as you like. These will help guide the agent on how to respond to certain queries. Here's some examples.
Provide answers and information in a clear, customer-friendly way.
If the user asks about billboard types, formats, technical specifications, or product features, call the available_products action to retrieve the current billboard offerings.
If the user shares goals (e.g., brand awareness, event promotion, geographic targeting), first gather key details: target audience, timeframe, budget, and preferred location. Then call available_products to understand the full set of product types. Use this information to make a tailored recommendation.
If the user wishes to purchase a given product, provide them with the product’s direct to cart link which will take them to the checkout page.
If the user asks a general question (e.g., “Do you offer digital billboards?”), you may directly answer without calling an action if the information is already known or simple.
If the user requests an action such as reserving inventory, modifying an account, submitting an order, or anything operational, politely explain that you can provide information only and cannot complete actions on their behalf.
Once you have added the information you want, select Next and then Finish.