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 Account Intelligence	Provides account intelligence for a specific account record. The agent uses this topic to: Generate an AI account summary, and save it to the account record Show account highlights and key metrics List the key stakeholders Show KPI progress Surface risks and blockers Suggest expansion opportunities, and create an expansion opportunity record Show strategic value achievements Show relational health Suggest immediate actions Generate strategic next steps Generate an executive summary Produce an executive briefing Generate a business review summary, and a business review meeting agenda from it	csag_Create_AI_Executive_Briefing csag_Create_Expansion_Opportunity csag_Generate_Account_Highlights csag_Generate_AI_Account_Summary csag_Generate_AI_Business_Review_Agenda csag_Generate_AI_Business_Review_Summary csag_Generate_Executive_Summary csag_Generate_Expansion_Opportunities csag_Generate_Immediate_Actions csag_Generate_Key_Stakeholders csag_Generate_KPI_Progress csag_Generate_Relational_Health csag_Generate_Risks_And_Blockers csag_Generate_Strategic_Next_Steps csag_Generate_Strategic_Value_Ach csag_Save_Account_Summary EmployeeCopilot__IdentifyRecordByName
CS Activity Intelligence	Logs a CS activity for an account, then helps close the open playbook tasks that the activity completed. The agent: Creates a CS activity after the account and the activity details are confirmed Displays the account's open playbook tasks Recommends the task that the activity most likely completed Closes only the confirmed playbook tasks	csag_Create_Activity csag_View_Playbook_Tasks csag_Update_Playbook_Tasks EmployeeCopilot__IdentifyRecordByName
CS Operations	Manages playbooks and playbook tasks, and generates record-level summaries and communications. The agent uses this topic to: View, update, close, and summarize playbooks, including a closure summary Create, view, update, and assign playbook tasks Generate a CS activity summary, and find a section within it Create a customer communication from a summary Save a summary as a CS activity record	csag_Assign_Playbook_Tasks csag_Close_Playbooks csag_Create_AI_Closure_Summary csag_Create_AI_Comms_From_Summary csag_Create_AI_Playbook_Summary csag_Create_AI_Summary csag_Create_Playbook_Tasks csag_Find_AI_Summary_Section csag_Save_Summary csag_Update_Playbook_Tasks csag_Update_Playbooks csag_View_Playbook_Tasks csag_View_Playbooks EmployeeCopilot__IdentifyRecordByName

Tasks

Installing the Certinia Help Service

Reference