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Longtail Success: How to Scale to Every Customer
From reactive support to proactive guide: see how Salesforce democratizes customer success for ALL customers from Day 0, using Agentforce Onboarding and Feature Adoption subagents.

, Technical AI Architect (PMTS), Salesforce

, Director, Product Management, Salesforce

Product: Success Plans, Agentforce
Role: IT Business Leader, Product Management
Topic: Salesforce on Salesforce
Session Level: Beginner
Session Format: Theater
  • Wednesday, Sep 161:00 PM - 1:20 PM PDT
    (8:00 PM - 8:20 PM GMT)
    Moscone West, L3, Theater 18
    FIRST COME FIRST SEATED
Session Summary: This session highlighted Salesforce's innovative use of AI-driven agents, specifically Agentforce, to scale customer success across the lifecycle journey, focusing on onboarding and adoption. By leveraging subagents for onboarding and proactive adoption guidance, Salesforce has created personalized, data-driven experiences to help customers adopt products faster and derive greater value. The onboarding subagent guides new customers through their first 90 days with curated checklists and proactive outreach, while the adoption subagent provides contextual recommendations based on usage, business goals, and product ownership. Early results show impressive engagement, with over 450 customers using the onboarding subagent since April and more than 300 accounts benefiting from the adoption subagent since its August launch, underscoring the potential of AI to democratize customer success at scale.
Key Takeaways:

• Agentforce's onboarding subagent ensures new customers establish a strong foundation within the first 90 days through curated checklists and proactive guidance, driving faster adoption of Salesforce products.

• The proactive adoption subagent uses personalized insights, such as product usage and business goals, to offer relevant feature recommendations, enabling customers to unlock additional value from their Salesforce investments.

• Salesforce’s focus on modularity, context, and determinism in AI design ensures scalable, consistent, and tailored customer experiences, with early pilot results demonstrating significant engagement and activation rates.

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