Agent Topics

An agent topic is a group of actions that relate to a particular job performed by agents. Topics define an agent's capabilities. For more information, see the Salesforce Help.

CSC AI Agent Service includes the following topics.

Agent Topics in CSC AI Agent Service
Topic Description Actions
CS Activities Summary Generates a summary for the provided CS activity record. Additionally, this provides the option to save the summary as a CS activity record, create recommended tasks based on the summary findings, and to generate an executive briefing or customer communication from the summary.

  • csag_Find_AI_Summary_Section

  • csag_Create_AI_Comms_From_Summary

  • csag_Create_AI_Executive_Briefing

  • csag_Create_AI_Summary

The Salesforce EmployeeCopilot__IdentifyRecordByName action is also included in this topic.

CS Playbook Management

Manages playbooks by:

  • Updating existing playbooks

  • Displaying existing playbooks

  • Summarizing existing playbooks

  • Closing existing playbooks and their related playbook tasks

  • Close_Playbooks

  • Create_AI_Playbook_Summary

  • Create_AI_Closure_Summary

  • View_Playbooks

  • Update_Playbook

  • EmployeeCopilot__IdentifyRecordByName
CS Task Management

Manages playbook tasks by:

  • Creating playbook tasks

  • Updating existing playbook tasks

  • Displaying existing playbook tasks

  • View_Playbook_Tasks

  • Update_Playbook_Task

  • Create_Playbook_Tasks

  • EmployeeCopilot__IdentifyRecordByName