Every business has lots of tasks—helping customers, tracking orders, giving refunds, and more. But some things are urgent, while others can wait.
So, how does Agentforce decide what to do first?
It uses Topics to sort and organize tasks so things get done the right way.
Think of Topics as buckets that hold different kinds of tasks.
For example:
Each Topic has:
✅ What needs to be done
✅ The rules to follow
✅ The steps to finish the task
“When someone makes a request, it gets sorted into a topic. Think of a topic as a bucket that groups everything related to a specific type of task.” –Â David Lau, SOLVD ConsultantÂ
This helps Agentforce do things in the right order instead of working randomly.
Let’s say your company has a 30-day return policy. If a customer asks for a refund, Agentforce checks the rule and tells them if the return is allowed.
“If there are business policies like free returns up to 30 days, they can be specified as an instruction and passed to the agent, so it can take them into account and inform the user accordingly.” – David Lau, SOLVD ConsultantÂ
This means customers get fast and correct answers without waiting for a person to check.
By using topics and rules, Agentforce helps businesses:
✅ Stay Organized – Every request goes in the right bucket, so nothing is lost.
✅ Save Time – The most important tasks get done first.
✅ Give Customers Fast Answers – No waiting for someone to check policies.
✅ Handle More Requests – Whether it’s hundreds or thousands of tasks, Agentforce keeps everything running.
“These concepts allow agents to scale to thousands of actions safely and securely. – David Lau, SOLVD Consultant
At SOLVD, we help businesses set up Agentforce so they can automate tasks, stay organized, and help customers faster.
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From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
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