monday CRM & monday Service Product Updates for Q2/Q3: What's New?

It's true, SaaS tools are rapidly adopting AI. Forbes reports that AI-native applications budget grew by 108%.

Even monday.com is following an AI-first approach when introducing new features and platform updates. In a recent webinar about CRM and Service product updates, the monday.com team introduced some groundbreaking AI-native features.

Led by Francis Batilo and Elliott Baxter, attendees walked away with a clear action plan. monday consultants can now turn these latest updates into measurable impact.

Are you ready to turn updates into impact? In this blog post, we'll discuss all the monday CRM and Service updates.

monday CRM Q2/Q3 Updates

Statistics report that the CRM industry will reach USD 161.30 billion by 2033, growing at a 9.3% CAGR. monday.com has to stay ahead of its competition.

That's why they introduced new product updates. Let's have a deep dive.

CRM 2.0

All sales tools have the same issue. Fragmentation leads to lost context. They eventually operate on a silo, making your team the unwanted integration layer.

As a result, costs grow. Pipelines don't. Similarly, you'll get additional license fees and integration tax without ROI growth.

monday CRM 2.0 solved these issues with the introduction of AI. Your team and customers will feel the impact.

• One AI platform for the full revenue cycle.
• Every context layer and touchpoint connected to feed AI workflows.
• People and AI Agents work together to log calls, create follow-up drafts, enrich leads, etc.
• Enterprise-grade governance runs your AI forecasts and real-time visibility.

CRM AI Agents

Pipeline Agent

Want to work directly with a dedicated AI Agent in monday CRM? Piper can operate with your full revenue context and monitor pipeline coverage + health.

The features include:

• Monitors stage distribution and deal velocity per representative.
• Flags gaps in coverage to send you nudges for updates.
• Logs action items automatically.
• Managers start the week off with a brief and intervention plans.

Meeting Prep Agent

Brett will prepare you ahead of every meeting. This meeting prep agent will give you full account context and research.

The capabilities are as follows:

• Schedule when you want to receive meeting prep briefs before calls.
• Assess the last touch point, signals for growth, and open questions.
• Suggest talking points based on recent activities, open items, and historical context.

New Home Experience

With monday CRM, you can personalise home pages tailored to your work. All workflow context will get automatically synced.

Here are some of the use cases as shared in the monday CRM and Service updates:

• CRM home page personalisation based on role and priorities.
• Updated Navigation Bar tailored to specific revenue roles.
• Organised 'next best action' after pipeline, upcoming meeting, and follow-up analysis.
• Customisable to every user and expanded by integrations.

Forecasting

Precise sales forecasting can make or break your workflows. Forbes notes that 97% of companies implemented best-in-class forecasting to achieve sales quotas.

monday CRM will offer a robust team forecast directly connected to your Deals Board. The monday CRM Forecast capabilities include:

• Set and track against targets for your unique fiscal periods.
• Track quota vs position in real-time.
• Assign follow-up and updates to sales reps.

Historical Trends

This feature will be directly integrated into your Forecast. For example, you can use historical close rates to help predict today's forecast.

The features include the following:

• Look back at (up to) 12 months of historical target, projected and closed-won rates.
• Track forecast evolution to visualise and explain how or why they changed.
• Leverage historical insights automatically to inform present or future forecasts.

Manual Association

With manual association, CRM data in monday stays accurate, clean, and aligned with your business workflows. Here are the capabilities:

• Operates as a foundation for auto-update CRM Agent.
• Association works before or after the send.
• Communication linked to accounts, deals, and contacts defined by you.

Activity Analysis

Want to understand where your sales reps are spending time? This will help assess bottlenecks and give rise to coaching opportunities.

The use cases include the following:

• Get AI-driven insights by activity type or sales reps.
• Activity mapped by reps and to board context.
• Ask Sidekick for a quick analysis to find coaching opportunities.

MCP

monday MCP will let you run CRM from all your favourite AI tools. The capabilities and use cases include the following:

• Official Claude plugin.
• monday CRM plugin on Anthropic marketplace.
• Easy and recommended activation to extend team and work scope.

monday Campaigns

Campaigns AI Agent

Scout is monday CRM's campaign intelligence agent. Users can run it to research their company's market, competitors, and industry trends.

This monday Campaigns agent can also produce insights from real sales calls. The capabilities shared in the monday CRM and Service updates include the following:

• Finds patterns in data to make future campaigns more successful.
• Automates campaign research, giving your marketing team more time to create campaigns and track metrics.

CRM Suite Integration

This is a deep CRM integration that enables marketers and sales to collaborate on the same contacts. It provides a seamless, shared experience with actionable insights.

Here are the capabilities that ensure easy lead-to-conversion tracking

• Unified E&A View: Exposing campaigns in Emails & Activities. Helps with pattern recognition.
• Cross-Product Workflows: Trigger work seamlessly across products.
• Shared Contacts: A shared contacts source for Marketing and CRM teams, laying the groundwork for AI-driven insights.

Agent-Led Campaign Creation

Agent-assisted campaign creation can create context-rich, smarter campaigns. It simplifies and speeds up the process.

The use cases are:

• Ready-to-send campaigns. Includes copy, design, and structure.
• Leverage context to create, research, execute, plan, analyse, and optimise campaigns.

monday Service Q2/Q3 Updates

You can leverage the latest monday Service features to streamline tickets and customer communications. Currently, the ticketing software industry is projected to grow at an 8.25% CAGR, reaching USD 14.51 billion.

monday Service aims to leverage that growth by introducing AI-first features you cannot ignore. Orchestrate service at any stage with these features:

Agent Creation & Deployment

You can now build an AI workforce in monday Service. They'll automatically resolve tickets and also improve after every interaction.

The agents creation and deployment feature enhances governance with advanced controls and guardrails.

Service AI Knowledge & Context

You can power monday Service agents with knowledge from existing systems and content. This enables accurate and autonomous resolutions.

The use cases shared during the Q2/Q3 monday CRM and Service updates are as follows:

• Train agents on documents and files to upload.
• Turn public FAQs and websites into agent knowledge with web scraping.
• Confluence Cloud integration will power AI Agents with organisational knowledge.

Agents Visibility & Control

Make agent actions, decisions, and performance visible across service operations to increase trust and control. Agent visibility allows you to see AI Agents across tickets, portals, and boards.

New AI Portal Builder

Want to build a fully structured and branded portal by describing what you want in plain language? You can now do that with the new AI portal builder.

Once prompted, you'll instantly receive a customised portal without any manual setups or template configurations.

You'll get enhanced portal customisations with flexible "My Tickets" view, layouts, and columns. Moreover, users can develop seamless integrations with AI Service Agents.

Portals Hub

You can now simplify portal management in monday Service. The centralised hub gives you visibility and control across all portals.

• Centralised Portal Management: View and manage all portals from a single hub.
• Portal Visibility: Access audiences, connected channels, and portal settings in the hub.

New MS Teams Channel

With this new update, you can now bring MS Teams directly into monday. This integration makes it easier for your team to get help without leaving their daily workflow.

The benefits include:

• Request Submission: Create service requests from Microsoft Teams.
• Agent-Powered Support: Interact with monday AI Agents directly within Teams.
• Ticket Visibility: Update, track, and view requests without leaving MS Teams.
• Proactive Notifications: Receive ticket updates. Respond with one click.

Sidekick in Ticket Context

Want to help service teams resolve tickets faster? You'll need AI assistance that understands the full context and recommends the next best action.

For example, ticket summaries will instantly understand the context and status. Similarly, the AI recommendations guide you on the optimal resolution path. AI-generated replies will draft customer responses and internal notes in one click.

SLA

You can now adapt service commitments to unique workflows using flexible SLA policies, measurement criteria, and milestones. Capabilities include the following:

• Custom SLA Policies: Define SLA rules that match team processes.
• Flexible SLA Conditions: Configure when SLA timers pause, stop, or start.
• Multiple SLA Types: Track resolution, response, and other service milestones.

The Bottom Line

These updates will help monday.com experts understand how the new capabilities support workflows. We can now ensure that workflows move faster, stay aligned, and deliver better results.

monday.com is heavily committed to AI. In fact, they launched a USD 200 million venture arm to invest in AI startups.

Their AI vision empowers businesses to scale. For example, monday CRM introduced AI Agents and monday Service focused on an AI-powered Portals Hub.

You can now reduce manual work with smarter workflows, real-time insights, and AI-powered automations. The Q2/Q3 monday CRM and Service updates are the top features that'll help save time, boost visibility, and improve workflows.

Gain full visibility into service and revenue operations with monday Service. And use monday CRM to scale customer-facing processes with cross-team workflows for consistency and speed.