All We Want for Christmas Is Agentforce 2.0

This week on Funnel Frontier: Your holiday gift? New AI assistant that tackles workflows and makes you look like a genius. Take a look inside to see what Salesforce Agentforce 2.0 delivers.

This week:

• Unwrapping Agentforce 2.0: Salesforce’s star of the season
• HubSpot’s holiday mission: making agentic AI attainable for SMBs

Stat of the Week

64% of holiday shoppers might not return. Despite the majority being open to post-purchase communication, less than half of businesses capitalize on this opportunity, missing out on potential repeat business and customer loyalty. (Lifewire, WeDoCRM)

Unwrapping Agentforce 2.0: Salesforce’s star of the season

If Agentforce 1.0 was Salesforce’s opening act in AI-powered CRM, Agentforce 2.0 is the blockbuster sequel. 

Billed as “The Digital Labor Platform,” this upgrade goes way beyond just rebranding—it’s Salesforce’s bold leap into the future of enterprise workflows. From CRM to Slack to whatever data galaxy you’re orbiting, Agentforce 2.0 promises to do it all. 

If you’re not familiar with Agentforce…

Agentforce 1.0 introduced the idea of “AI Agents” within the Salesforce ecosystem. These digital sidekicks automated everything from qualifying leads in Sales Cloud to resolving service tickets in Service Cloud (with a jaw-dropping 90%+ success rate).

Cool, right? But there was a catch—it was still largely tethered to Salesforce’s native apps. With the Agentforce 2.0 announcement, it became clear that those boundaries are about to be shattered, turning AI Agents into enterprise-wide action heroes. Thanks to enablers like Data Cloud, MuleSoft integrations, and the shiny new Atlas reasoning engine, Agentforce now works beyond Salesforce’s own apps.

AI agents get skills

Agentforce 2.0 isn’t just here to tidy up your CRM. It’s here to run your entire business. AI Agents are more powerful than ever, building on the capabilities of 1.0 to handle complex, enterprise-wide workflows. 

The addition of skills enables Agents to perform specialized tasks like retrieving documents, scheduling, and lead scoring with precision. These enhancements turn AI Agents into dynamic, multi-tasking problem-solvers, capable of scaling across teams and adapting to diverse business needs—far beyond what was possible in 1.0.

To make sure all this power doesn’t run amok, Salesforce introduced the Testing Center. It ensures that AI Agents follow instructions, stay accurate, and don’t hallucinate answers (seriously, nobody wants rogue AI causing chaos). The Testing Center validates skills, allows auditing, and ensures agents operate within safe boundaries before deployment.

Case Study: Adecco’s recruitment agent

Adecco built an Agentforce-powered Recruitment Agent to sift through resumes, notify recruiters on Slack, and even schedule interviews. It doesn’t stop there—it preps recruiters with custom interview questions tailored to the role and candidate.

The TL;DR? Agentforce isn’t just your CRM assistant anymore—it’s your enterprise BFF.

A challenge from Benioff

Marc Benioff, Salesforce’s CEO, didn’t mince words: “If we don’t demonstrate it ourselves, it won’t happen.” Salesforce now uses AI Agents across its own website and claims its competitors should do the same—or risk being left in the dust.

With over 1,000 paying customers already onboard, Agentforce is more than a buzzword; it’s the new frontier of digital labor.

What’s next? Salesforce teased Agentforce 3.0, set to debut in May 2025. No spoilers yet, but the pace at which Salesforce is rolling out these innovations is nothing short of exhilarating.

The Week @ CRM.org

Best CRM for SMBs. Because every budding business deserves a little holiday magic to keep things on track.

Insurance Agent CRM. Because even Santa needs coverage for the occasional rooftop mishap.

Weekly Bloom

Five Benefits of Silence. Because sometimes the best conversations are the ones you don’t have.

HubSpot’s holiday mission: making agentic AI attainable for SMBs

Salesforce’s Agentforce 2.0 is leading the charge in enterprise-scale Agentic AI, but let’s face it—not every business can afford solutions designed for the big leagues. 

That’s where HubSpot comes in, ensuring small and mid-sized businesses (SMBs) aren’t left behind in the AI revolution.

HubSpot’s Agent.AI, introduced at INBOUND 2024, is already making waves. From the Prospecting Agent that builds sales pipelines to the Social Media Agent that drafts targeted posts, these AI tools are transforming SMB operations. 

And now, HubSpot Ventures is doubling down by investing in startups like 11x, TwelveLabs, and Artisan to expand the ecosystem.

“We believe AI agents will change how businesses of all sizes operate, but especially SMBs,” says Adam Coccari, MD of HubSpot Ventures. 

By offering accessible AI solutions, HubSpot is giving SMBs the chance to harness expertise typically reserved for enterprise budgets. From automating bookkeeping to streamlining customer service, AI Agents free teams to focus on high-value tasks.

While enterprise players like Salesforce set the stage, HubSpot is ensuring that Agentic AI works for everyone. Stay tuned, because HubSpot Ventures is bringing serious holiday cheer to SMBs this season.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

Your CRM’s sitting on marketing gold—here’s how to use it

What if your marketing campaigns felt less like a shot in the dark and more like a conversation with your audience? 

Every CRM holds a lot of data. But the real value comes from understanding what it’s trying to tell you. Here are three strategies that will help you turn scattered data into marketing campaigns that genuinely connect:

Segment beyond the surface: Instead of broad categories like “frequent buyers,” look at behavior patterns. For example, spot customers who regularly browse but don’t purchase. Target them with campaigns that highlight social proof or offer free shipping to overcome hesitation.

Automate without feeling robotic: Set up campaigns that react to customer actions, like revisiting a product page or abandoning a cart. For instance, a home goods store could send a follow-up email: “Still thinking about that sofa? It’s in stock—and on sale!”

Go beyond first names: Pull specific insights from your CRM to create emails that feel personal. “We noticed you loved our skincare set—here’s a new product we think you’ll adore.”

Marketing campaigns that connect on a deeper level aren’t just luck—they’re built on smart strategies that turn raw data into meaningful action.

If you want to take your campaigns even further, here are the best CRMs for marketing that can help you do just that.

Here’s how to refine your CRM strategy in 2025

What separates a good business from a great one? A CRM strategy that not only works but evolves with your goals. Think Amazon’s predictive recommendations or Airbnb’s personalized stays—they’re not just lucky guesses but outcomes of finely tuned CRM strategies.

To truly stand out in 2024, here are two key steps you can start with:

1. Define goals that drive action, not guesswork

Your CRM strategy should align with goals that are both specific and measurable. Instead of vague ambitions like “improve customer satisfaction,” aim for data-backed targets like “increase retention rates by 20% within six months.” Use CRM analytics to identify key pain points—whether it’s a drop in repeat purchases or sluggish lead conversion—and shape your strategy to address them. Clarity ensures every move has impact.

2. Map the journey for moments that matter

Customer journey maps are more than timelines—they’re your blueprint for delivering personalized experiences. Dive into your CRM to uncover patterns: where customers drop off, what drives purchases, or which touchpoints need more attention. For example, businesses that use journey mapping to address cart abandonment often see a 35% increase in recovery rates. When you anticipate customer needs, you turn transactions into trust.

Ready to go further? Discover more actionable steps and make 2024 your most customer-focused year yet.

19 fresh marketing ideas for January 2025

January is a fresh start—not just for your audience, but for your marketing strategy too. As your customers set resolutions and embrace the “new year, new me” mindset, this is your chance to connect in ways that feel relevant and impactful. 

Here are three actionable strategies to get your campaigns off to a strong start:

1. Resolutions that resonate

New Year’s resolutions are everywhere, and your campaigns should reflect them. Whether it’s fitness, saving money, or starting a new hobby, align your messaging with your audience’s goals.

Pro Tip: Use your CRM to segment based on past behaviors. Fitness brands can promote workout gear bundles, while financial services might highlight budgeting tools with “New Year, New Savings.”

2. Know your customers better

National Get to Know Your Customer Day on January 19th is perfect for strengthening connections.

Pro Tip: Launch a survey or poll on social media and offer a small incentive like discounts. Use CRM insights to tailor follow-ups based on what you learn.

3. Fresh starts with clearance sales

Everyone loves a January clearance. Pair this with Clean Out Your Inbox Week tips to tap into your audience’s craving for simplicity.

Want more ideas? Explore these 19 creative January marketing ideas to make the next month your most successful yet.

Galactic Gourmet

CRM blips from around the web

Microsoft Adds Multilingual Voice Agents to Dynamics 365 Contact Center. Now supporting 26 languages, Microsoft’s voice agents can switch languages mid-call and route queries to language-matching agents when needed.

Emotion AI Market Set to Hit $9 Billion by 2030. A 21.9% growth rate shows businesses betting big on emotion AI. From personalized interactions to real-time emotional insights, businesses are leveraging AI to connect deeper

ServiceNow Teams Up with Contact Center Giants. ServiceNow partners with Five9, Genesys, and Zoom to integrate CCaaS tools into its Customer Service Management platform. The result? Fewer apps, better workflows, and smarter service solutions.

Astronomical Assets

Significant Moves in the past 7 days

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