Built my first Agentforce topic for case routing — way harder than the demo videos make it look

Spent the whole weekend on this. The actual agent setup took maybe an hour, but getting the topic instructions specific enough that it doesn't try to handle billing questions in the support topic took way longer. Also ran into an issue where it kept hallucinating case status updates instead of actually checking the record. Anyone solved the grounding issue properly?

We fixed the hallucination thing by forcing the action to be required instead of optional in the topic config — it was choosing to answer from "memory" instead of calling the action half the time.