TIA Framework Deep Dive — Topics Instructions Actions | Agentforce 2026
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Agentforce
๐ค Free Agentforce Course 2026 — sfinterviewpro.com
๐ฏ Module 5 of 15
The TIA Framework
Topics, Instructions & Actions — Deep Dive
Master the core framework behind every Agentforce agent. Write production-quality Topics and Instructions, understand all Action types, and add 2 more Topics to your XYZ Sales Assistant.
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Components
4
Action Types
+2
New Topics Added
100%
Practical
๐ Course Progress — Module 5 of 15
✅What is Agentforce
✅Trust Layer
✅Dev Org Setup
✅Agent Builder
M5TIA Framework
M6Prompt Builder
M7Std Actions
M8Flow Actions
M9Apex Actions
M10API Actions
M11Data Cloud
M12Deploy
M13Escalation
M14Testing
M15Full Project
๐ฏ
1. The TIA Framework — The Heart of Every Agent
Topics + Instructions + Actions = everything your agent knows and can do
Every Agentforce agent is built on the TIA Framework. No matter how complex an agent is — a simple FAQ bot or a full enterprise sales assistant — it always comes down to Topics, Instructions, and Actions. Master TIA = master Agentforce.
T
๐
Topics
WHAT the agent handles
Classification
Intent Matching
Scope
I
๐
Instructions
HOW the agent behaves
Rules
Guardrails
Personality
A
⚡
Actions
WHAT the agent can do
Standard
Flow
Apex
API
| Component | Answers the Question | Configured By | XYZ Company Example |
|---|---|---|---|
| Topic | What category of request is this? | Classification Description | "Sales Assistant", "Order Status", "Escalation" |
| Instructions | How should I respond to this? | Natural language rules | "Always show amounts in INR", "Never reveal pricing" |
| Actions | What data/system do I need to access? | Standard/Flow/Apex/API | Get Account Info, Get Opportunities, Draft Email |
๐ How TIA Works Together in a Real Request
Sales rep asks: "Show me open deals for MedTech Solutions"T: Agent matches to "Sales Assistant" Topic (Classification Description mentions opportunity queries)
I: Agent loads Instructions — "show opportunity name, stage, amount in INR, close date"
A: Agent calls "Get Opportunities" Apex Action → SOQL query → returns MedTech data
Result: Formatted Opportunities list, exactly as Instructions specify.
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2. Topics — Deep Dive
Everything you need to know to write Topics that actually work
A Topic groups related user intents under one category. The AI reads the Classification Description of ALL Topics and selects the one that best matches what the user is asking. This is called Topic Classification — arguably the most important AI decision in the entire agent flow.
❌ Bad vs ✅ Good Classification Descriptions
❌ Bad — Too Vague
"Handles sales related questions and helps sales reps"
✅ Good — Specific & Rich
"Handles queries about Salesforce Accounts, Contacts, Opportunity pipeline status, deal amounts, close dates, and probability. Includes requests to draft follow-up emails and check customer contact information for XYZ Company sales representatives"
❌ Bad — Overlapping Topics
Topic 1: "Handles customer questions"
Topic 2: "Handles account questions"
These overlap — AI can't decide which to use
Topic 2: "Handles account questions"
These overlap — AI can't decide which to use
✅ Good — Clear Boundaries
Topic 1: "Handles Opportunity and deal pipeline queries"
Topic 2: "Handles Account profile and contact information"
Clear boundaries — AI picks correctly every time
Topic 2: "Handles Account profile and contact information"
Clear boundaries — AI picks correctly every time
⚡ Golden Rule for Classification Descriptions
Write it like you're writing a Google search description — include all the keywords a user might use when asking this type of question. The AI uses semantic matching, so more keywords = better classification accuracy.
๐ Topic Configuration Fields
| Field | Purpose | Tips |
|---|---|---|
| Topic Label | Display name — what you see in Agent Builder | Short, descriptive, title case. E.g., "Sales Assistant", "Order Management" |
| Classification Description | Tells AI WHEN to use this Topic — most critical field | Include all possible ways users might phrase this request. 2-4 sentences minimum. |
| Scope | Defines boundaries — what this Topic DOES and DOESN'T handle | Include what's in scope AND explicitly exclude related topics that belong elsewhere |
| Instructions | Rules for HOW agent responds within this Topic | See Instructions deep dive below |
| Actions | What tools the agent can use within this Topic | Only add Actions relevant to this Topic — don't add all Actions to all Topics |
๐ก How Many Topics Should You Have?
Start with 2-4 Topics per agent. Each Topic should represent a clearly distinct user intent domain. If two Topics handle similar requests — merge them. If one Topic handles 10 completely different things — split it. For XYZ Sales Assistant: we'll have 3 Topics by end of this module.
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3. Instructions — Deep Dive
Writing instructions that make agents behave exactly as you want
Instructions are natural language rules that guide the agent's response behavior for a specific Topic. The AI reads and follows them for every single response in that Topic. Think of it as the job manual you give a new employee — the better you write it, the better they perform.
๐ 5 Types of Instructions You Must Include
FORMAT
Define HOW to present data. "Always show opportunities in a table with columns: Name, Stage, Amount (INR), Close Date" — without format rules, AI chooses its own structure.
BEHAVIOR
Define HOW to act. "Always ask a follow-up question. Greet by first name. Be concise — max 3 sentences per point." Shapes personality and conversational style.
GUARDRAIL
Define what NOT to do. "Never reveal competitor information. Never share one customer's data with another. Never provide legal or medical advice." Prevents hallucinations and policy violations.
FALLBACK
Define what to do when stuck. "If you cannot find the requested record, say 'I couldn't find that information — let me connect you with your manager.'" Prevents silent failures.
ESCALATION
Define when to hand off to human. "If the customer is angry, frustrated, or requests a human — immediately offer to connect them with a live agent." Critical for Service agents.
✅ Production-Quality Instructions — XYZ Sales Assistant
// TOPIC: Sales Assistant — Complete Production Instructions
FORMAT RULES:
- Show Account information in this format: Company Name | Industry | City | Phone | Key Contact
- Show Opportunities as: Name | Stage | Amount (₹) | Close Date | Probability %
- Show Contact details as: Name | Title | Email | Phone
- Always convert amounts to Indian Rupee format: ₹25,00,000 (not $250,000)
- Use bullet points for lists of 3+ items
BEHAVIOR RULES:
- Greet the user warmly at the start of each new conversation
- Keep responses concise — sales reps need quick answers, not essays
- If information is partially available, share what you have and say what's missing
- Always end with "Is there anything else you need?" or a relevant follow-up question
- Use professional but friendly language — like a knowledgeable colleague, not a robot
GUARDRAILS:
- NEVER reveal pricing, discount authority, or margin information
- NEVER share Account data for Company A when asked about Company B
- NEVER make commitments on behalf of XYZ Company ("We will definitely deliver by...")
- NEVER speculate about data — if unsure, say so clearly
- NEVER reveal internal Salesforce configuration or system details
WHEN DATA IS MISSING:
- If Account not found: "I couldn't find [Company Name] in our system. Please verify the spelling or ask your admin to check if it's been added."
- If Opportunities are empty: "There are no open opportunities recorded for [Company Name] at this time."
ESCALATION:
- If user expresses urgency, frustration, or specifically asks for a human: "I'll connect you with your sales manager right away. One moment please."
๐ก Instructions Best Practices
✅ Use UPPERCASE headers to organize instruction categories — AI reads them better✅ Be specific about format — "₹25,00,000" not "Indian format"
✅ Include exact phrases for fallbacks — the AI uses them verbatim
✅ Test each instruction — does the agent actually follow it?
❌ Don't write contradictory instructions — "be concise" + "provide full details" = confusion
❌ Don't over-restrict — agent needs flexibility for edge cases
⚡
4. Actions — Deep Dive
The 4 types of Actions — what each does and when to use it
Actions are the tools the agent can use to get things done. Without Actions, an agent can only talk — it can't retrieve data, create records, or call external systems. Actions are what transform a chatbot into a true AI agent.
๐ง Standard Actions
Pre-built Salesforce actions — no configuration needed. Examples: Search Knowledge, Send Email, Create Case, Get Record Details, Summarize Record, Query Records.
✅ Use when: Salesforce has a built-in action for your need. Always check Standard Actions FIRST before building custom ones.
๐ Flow Actions
Call a Salesforce Autolaunched Flow as an agent action. Flow handles complex logic, DML operations, and multi-step processes. No Apex coding required.
✅ Use when: You need to create/update records, send emails, run multi-step processes. Best for admin-buildable actions.
⚙️ Apex Actions
Call an Apex method decorated with @InvocableMethod. Full Salesforce API access, complex SOQL queries, external callouts, business logic. Most powerful option.
✅ Use when: Complex SOQL, external API callouts, or logic too complex for Flow. Requires Apex developer skills.
๐ API Actions
Call external REST APIs directly from the agent — weather, ERP, payment gateway, any external system. Configured via External Services or Named Credentials.
✅ Use when: Agent needs real-time data from external systems — ERP order status, live inventory, external knowledge bases.
| Action Type | Complexity | Who Builds It | XYZ Company Use Case | Module |
|---|---|---|---|---|
| Standard | Zero config | Anyone | Search knowledge articles, Get record summary | M7 |
| Flow | Low-Medium | Admin / Developer | Create follow-up Task, Send email notification | M8 |
| Apex | Medium-High | Developer | Get Account with opportunities, Complex SOQL queries | M9 |
| API | Medium | Developer | Get live order status from Business Central ERP | M10 |
๐ XYZ Company — Action Selection Decisions
"Show me open opportunities for ABC Pharma" → Apex Action (complex SOQL with filters)"Create a follow-up task for tomorrow" → Flow Action (record creation via Flow)
"Find knowledge articles about silicone tubing" → Standard Action (Search Knowledge)
"What's the order status in Business Central?" → API Action (external ERP callout)
⚡ How the Agent Decides Which Action to Call
Each Action has a Name and Description — the AI reads these and decides which Action to call based on what the user is asking. Write Action descriptions clearly: "Retrieves open Salesforce Opportunities for a given Account name, filtered by Stage = Open" — specific descriptions = correct Action selection.
๐️
5. Hands-On — Add 2 More Topics to XYZ Sales Assistant
Build on Module 4 — make your agent smarter with two new Topics
๐ Before You Start
Open your Developer Org → Setup → Agents → Click "XYZ Sales Assistant" → Agent Builder opens. You'll add 2 new Topics to the existing agent. The "Sales Assistant" Topic from Module 4 stays — we're adding 2 more.
1
Add Topic 2 — Contact Lookup
Handles all contact information requests separately from sales pipeline
a
In Agent Builder, find Topics section → Click "New Topic"
b
Fill in Topic details:
๐ Topic 2 — Contact Lookup
Copy these exact values
Topic Label
Contact Lookup
Classification Description
Handles requests for contact information — finding a person's email address, phone number, job title, and company affiliation. Used when sales reps need to get in touch with a specific person at a customer company or find who to contact at an Account.
Scope
This topic handles: finding contacts at accounts, getting email and phone numbers, looking up a person's title and role. Does NOT handle opportunity information or email drafting — those belong to other topics.
Instructions
When asked for a contact, retrieve: Full Name | Job Title | Email | Phone | Account Name
If multiple contacts found at same company, list all and ask "Which contact are you looking for?"
Never share mobile/personal numbers — only work contact details
If contact not found: "I couldn't find [name] in our system. Try searching by company name instead."
After sharing contact, ask: "Would you like me to draft a follow-up email to [contact name]?"
If multiple contacts found at same company, list all and ask "Which contact are you looking for?"
Never share mobile/personal numbers — only work contact details
If contact not found: "I couldn't find [name] in our system. Try searching by company name instead."
After sharing contact, ask: "Would you like me to draft a follow-up email to [contact name]?"
c
Click Save
๐ธ After Saving Topic 2
Agent Builder left panel now shows 2 Topics: "Sales Assistant" and "Contact Lookup". Both are listed. Click on each to see its configuration. Test with: "Find contact details for Rajesh Mehta" — should route to Contact Lookup Topic.
2
Add Topic 3 — General Escalation
Safety net — catches anything the agent can't handle and escalates gracefully
a
In Agent Builder → New Topic again
b
Fill in Topic 3 details:
๐จ Topic 3 — General Escalation
Copy these exact values
Topic Label
General Escalation
Classification Description
Handles requests that fall outside the agent's scope, complaints, urgent matters, requests to speak with a human agent, questions about pricing and discounts, negotiation requests, complaints about service, and any situation where the user is frustrated or the agent cannot provide a satisfactory answer.
Scope
This is the fallback topic for all unhandled requests. Also handles: explicit human agent requests, pricing discussions, complaint handling, anything urgent or sensitive that requires human judgment.
Instructions
Always respond with empathy — acknowledge the user's situation first
If user asks for pricing/discount: "Pricing decisions need to be handled by your sales manager. Shall I notify them to contact you?"
If user frustrated: "I understand your concern. Let me connect you with a team member who can help immediately."
If request is out of scope: "That's outside my current capabilities. I've made a note for the sales team to follow up with you."
Always offer an alternative: either human escalation or a related action you CAN perform
Never say "I don't know" — always offer a path forward
If user asks for pricing/discount: "Pricing decisions need to be handled by your sales manager. Shall I notify them to contact you?"
If user frustrated: "I understand your concern. Let me connect you with a team member who can help immediately."
If request is out of scope: "That's outside my current capabilities. I've made a note for the sales team to follow up with you."
Always offer an alternative: either human escalation or a related action you CAN perform
Never say "I don't know" — always offer a path forward
c
Click Save
✅ 3 Topics Complete!
Your XYZ Sales Assistant now has 3 Topics: Sales Assistant (M4) + Contact Lookup + General Escalation. This is a production-quality Topic structure. Every user message will be routed to the right Topic — or caught by General Escalation if it doesn't fit elsewhere.
3
Test All 3 Topics — Verify Routing
Make sure each message goes to the correct Topic
๐งช Test — Topic 1: Sales Assistant (Opportunity Query)
๐ค You
Show me open deals for MedTech Solutions
๐ค XYZ Sales Assistant
I'd be happy to show you the open opportunities for MedTech Solutions! I need to retrieve that data from Salesforce — once the data actions are connected (coming in Module 9!), I'll show you a complete pipeline view.
Is there anything else about MedTech Solutions I can help with?
Is there anything else about MedTech Solutions I can help with?
๐งช Test — Topic 2: Contact Lookup
๐ค You
What is Priya Sharma's email address?
๐ค XYZ Sales Assistant
Let me look up Priya Sharma's contact details. I'll retrieve her work contact information from Salesforce.
Once data actions are connected, I'll show: Priya Sharma | VP Operations | MedTech Solutions India | [email] | [phone]
Would you like me to draft a follow-up email to Priya once I have her details?
Once data actions are connected, I'll show: Priya Sharma | VP Operations | MedTech Solutions India | [email] | [phone]
Would you like me to draft a follow-up email to Priya once I have her details?
๐งช Test — Topic 3: General Escalation
๐ค You
What discount can I offer ABC Pharma? I need to close this deal today!
๐ค XYZ Sales Assistant
I understand the urgency — closing a deal today is important! Pricing and discount decisions need to be handled by your sales manager to ensure the right authorization.
Shall I notify your sales manager to contact you immediately about the ABC Pharma deal? In the meantime, I can pull up the full opportunity details so you're prepared for that conversation.
Shall I notify your sales manager to contact you immediately about the ABC Pharma deal? In the meantime, I can pull up the full opportunity details so you're prepared for that conversation.
✅ All 3 Topics Working!
Notice how each message routes to the correct Topic based on the Classification Descriptions. The agent handles the discount question gracefully — doesn't reveal pricing, offers a helpful alternative, and maintains urgency. That's production-quality agent behavior!
๐บ️
6. Multi-Topic Design Patterns
How to structure Topics for complex enterprise agents
| Pattern | When to Use | Example |
|---|---|---|
| Domain-based Topics | Agent handles multiple business domains | Sales Topics + Service Topics + HR Topics in one agent |
| Object-based Topics | Agent works with multiple Salesforce objects | Account Topic + Opportunity Topic + Case Topic |
| Persona-based Topics | Different user types ask different questions | Manager Topic (strategic) + Rep Topic (tactical) |
| Intent-based Topics | Clear separation of read vs write operations | Data Lookup Topic + Record Creation Topic + Update Topic |
| Always have a Fallback | Every agent — no exceptions | General Escalation Topic catches all unmatched requests |
⚡ The Fallback Topic Rule
EVERY agent must have a Fallback/Escalation Topic. Without it, when a user asks something outside all other Topics, the agent gives a confusing generic response. The Escalation Topic catches everything else and handles it gracefully — always offer a next step, never dead-end the user.
๐ฏ
7. TIA Framework — Interview Questions & Answers
These are the most common Agentforce interview questions
| Interview Question | Best Answer |
|---|---|
| What is the TIA Framework in Agentforce? | Topics (what the agent handles — classification), Instructions (how it behaves — rules and guardrails), Actions (what it can do — Standard, Flow, Apex, API). Every agent is built on TIA. Configure T correctly = right intent matched. Configure I correctly = right behavior. Configure A correctly = right data access. |
| How does an agent decide which Topic to use? | Topic Classification — AI reads all Topic Classification Descriptions and semantically matches the user's message to the best-fitting Topic. The quality of Classification Descriptions directly determines routing accuracy. |
| What are the 4 types of Actions in Agentforce? | Standard (pre-built Salesforce actions), Flow (Autolaunched Flows), Apex (InvocableMethod), API (external REST via External Services). Use Standard first, Flow for DML, Apex for complex SOQL/callouts, API for external systems. |
| What is the difference between Agent Instructions and Topic Instructions? | Agent Instructions = global system prompt, applies across ALL Topics (personality, global rules). Topic Instructions = specific rules for one Topic (format, fallbacks, escalation for that domain). |
| How do you handle out-of-scope requests in Agentforce? | Create a dedicated Fallback/Escalation Topic with a broad Classification Description that catches anything other Topics don't handle. Instructions in this Topic guide the agent to acknowledge the limitation, offer alternatives, and escalate to human if needed. |
| How does the agent know which Action to call? | Each Action has a Name and Description. The AI reads these and decides which Action's description best matches what the user needs. Specific, detailed Action descriptions = correct Action selection every time. |
✅
Module 5 Summary
TIA mastered — your agent is production-quality structured
- ✅TIA Framework — Topics (what), Instructions (how), Actions (with what). The foundation of every Agentforce agent.
- ✅Topics Deep Dive — Classification Description is the most critical field. Specific + keyword-rich = correct routing.
- ✅Instructions Deep Dive — 5 types: Format, Behavior, Guardrails, Fallback, Escalation. Use UPPERCASE headers for clarity.
- ✅4 Action Types — Standard (pre-built), Flow (DML), Apex (complex logic), API (external systems).
- ✅Topic 2 Added — Contact Lookup with clear boundaries from Sales Assistant Topic.
- ✅Topic 3 Added — General Escalation catches all unhandled requests gracefully.
- ✅3-Topic Agent — XYZ Sales Assistant now has production-quality Topic structure.
๐ฏ Where You Are in the Course
Your agent has a solid TIA structure with 3 Topics, rich Instructions, and clear Action plans. But it still can't access real Salesforce data! Module 6 builds Prompt Templates for AI email generation. Modules 7-10 add the Actions that give your agent real data superpowers. Halfway there bro! ๐ช
๐ง Module 5 — Knowledge Check
Q1: What does TIA stand for? → Topics (what agent handles), Instructions (how it behaves), Actions (what it can do)
Q2: What is the most critical field in a Topic and why? → Classification Description — AI uses it to decide WHICH Topic matches the user's message. Vague = wrong routing. Specific + keywords = correct routing every time.
Q3: A user asks for pricing and the agent reveals confidential numbers. What went wrong? → Missing GUARDRAIL instruction: "Never reveal pricing information." Add: "For pricing, connect with sales manager" to Instructions.
Q4: When do you use Flow Actions vs Apex Actions? → Flow: DML operations, multi-step processes, admin-buildable. Apex: complex SOQL, external callouts, logic too complex for Flow. Try Flow first — Apex when Flow can't handle it.
Q5: Why must every agent have a Fallback/Escalation Topic? → Without it, unmatched requests get confusing generic responses. Escalation Topic catches ALL unhandled requests and ensures user always gets a helpful next step — never a dead end.
๐ Ready for Module 6?
Next: Prompt Builder — Create AI-powered Prompt Templates that your agent uses to generate professional follow-up emails, record summaries, and intelligent responses grounded in real Salesforce data. This is where the magic really starts!
Module 6: Prompt Builder →