Salesforce Agentforce Topics usage Analytics

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Salesforce Agentforce Topics usage Analytics

Magulan Duraipandian

Mastering Salesforce Agentforce: A Guide to Topics Usage Analytics

Are your agents/representatives/customers truly leveraging the power of Salesforce Agentforce? How do you know which Topics are providing the most value and which ones are being ignored? If you can’t measure it, you can’t improve it.

Gaining visibility into how your team uses Agentforce Topics is crucial for driving adoption, refining your AI strategy, and maximizing your ROI. This technical guide will walk you through creating powerful usage reports to unlock these critical insights. 🚀

The Foundation: Key Report Types

Salesforce provides two primary report types out-of-the-box for monitoring Agentforce topics usage. Understanding the difference is key to getting the data you need.

  • Copilot For Salesforce Apps Events
  • Service Agent Copilot Events

Building Your First Report: Copilot For Salesforce Apps Events

Let’s build a report to see which Topics are being used most frequently across all applications. This will help you identify popular and effective conversational shortcuts.

1. Create a New Report:

  • Navigate to the Reports tab and click New Report.
  • In the “Choose Report Type” search box, type Copilot For Salesforce Apps Events and select it. Click Start Report.

2. Configure the Report Columns:

  • Ensure you have the following key columns in your report. You can add them from the Columns section in the Outline pane.

3. Filter for Topic Usage:

  • Go to the Filters pane.
  • Click Add Filter and select the fields to filter.

4. Group and Summarize the Data:

  • In the Outline pane, go to the Group Rows section.
  • Group your data by a field that contains the Topic name.
  • Click Run to see your results!

Your final report will show a clear breakdown of which Topics are being selected, providing a direct measure of their utility.

Diving Deeper: Service Agent Copilot Events

Now, let’s create a more focused report to track Topic usage trends specifically within the Service Console over time. This is invaluable for correlating Topic usage with service metrics like case resolution time.

1. Create a New Report:

  • Start a new report, but this time, search for and select the Service Agent Copilot Events report type.

2. Configure and Filter:

  • The process is very similar to the previous report. Add columns.
  • Apply the same crucial filter.

3. Analyze Trends Over Time:

  • This is where this report shines. In the Outline pane, under Group Rows, select the Topic field.
  • Run the report.

4. Visualize with a Chart:

  • Click Add Chart at the top of the report builder.
  • A column or line chart is perfect for this data.

You now have a powerful visual representation of Topic adoption and usage.

From Reports to Dashboards: The Big Picture

Once you have these reports, don’t stop there! Combine them into a dedicated “Einstein Copilot Usage Analytics” dashboard.

A well-designed dashboard can provide at-a-glance answers to key questions:

  • Which Topics are the most and least popular?
  • Is overall Topic usage increasing or decreasing?
  • How does Topic usage correlate with a decrease in average case handling time?

By regularly monitoring these analytics, you can continuously refine your Agentforce Topics, provide targeted training to your agents, and ultimately deliver a faster, more consistent customer service experience.

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