How to succeed with SalesforceOverview of Salesforce Cloud servicesJune 2016HilaLevy-LoyaS.directorCustomerSuccessIsrael

Forward looking statementSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Certified experts and innovative offers that complement our market-leading cloud solutions to accelerate

your time to business value.

Informed by expertise and insights we help deliver results fast

+ =17 years of cloud tech

experience

3000+ in house experts

Most certified consultants in the

ecosystem !

Billions of customer transactions

150K + Customers

Deep industry experience

ResultsInsightsExpertise

(Marketing Cloud Only)

(Regulatory version available US Premier+)

Standard +Success

PlanStandardSuccess PlanOnline tools and support to get you started

Access to 24x7 Support and training

Premier Success Plan

Premier +Success Plan

Success programs, enhanced 24x7 support, training, and access to Accelerators to build and sustain your success

All the benefits of Premier Success, plus Administration Services to increase your success

Success PlansThe foundation for Customer Success

PremierSuccessPlans

CustomersuccessSelf-serviceresourcesincludingHelpsite,knowledgebaseandcommunity

SupportOnlinecasesubmission2-businessdayresponse

Training"GettingStarted"onlinecatalog

StandardSuccessPlanOnlinetoolsandsupporttogetyoustarted

PremierSuccessPlanSuccessprograms,technicalsupportandonlinetrainingtobuildandsustainsuccess

CustomersuccessBestpracticestodriveuseradoptionandproductivity

GettingStartedprogram

ReleaseReadinessprogram

Support24x7toll-freephoneandonline1-hourinitialresponseforcriticalissues

Premierdevelopersupport

TrainingUnlimitedaccesstoonlinePremiertrainingcatalog

Role-basedlearningpaths

Customizabletrainingtemplates

Premier+SuccessPlanAllthebenefitsofPremier,plusadministrationservicestoaccelerateyoursuccess

CustomersuccessSameasPremierSuccess

SupportSameasPremierSuccess

TrainingSameasPremierSuccess

AdministrationAteamofcertifiedexpertstomaintainyourSalesforcesolution

MissionCriticalSuccessAllthebenefitsofPremier+,withproactivemonitoringandenhancedsupport

Proactivemonitoringofyourdeployment

Preventiveactionsbasedonorgusagetrendanalysis

Bestpracticesfocusedonsecurityandperformance

Designatedteamofsupportengineers

24/7dedicatedhotline

FasterinitialresponsetimeSeverity1-15minutesSeverity2-60minutes

30minuteupdatesforseverity1cases

DevelopmentbestpracticesandcodereviewUpto5000linesofcodereviewpercase

52% increaseinuseradoption 37% increasein

productivity

Cloud Services PortfolioHelping you architect, adopt, and optimize your Salesforce solutions

Standard Success Plans

Premier Success Plans

Add-Ons

StrategicProjects

Sale

sfor

ce U

nive

rsityMission

Critical Support

Innovation and

Transformation Center

AdvisoryServicesAccelerators

Delivers customer-defined business outcomes

Focused on a unique and

specific customer need

Resource and Time bound

Provides a set of value-based deliverables

AcceleratorsTargeted engagements that deliver the results your business demands

Program ArchitectsYour trusted technical advisors

• Optimize org strategy

• Establish CoE / Governance

• Optimize release management

• Codify and share best practices

• Process optimization

Reduce on going costs

• Develop architecture strategy

• Optimize data management strategy

• Design options / capability selection

• Usage of advanced features (Apex, VisualForce)

Accelerate Program

Implementation• Optimize user

experience & adoption• Application

rationalization• Leverage communities,

social & mobile• Develop roadmap and

prioritization based on business imperatives

Maximize innovation

• Eliminate duplication

• Optimize integration strategy

• Best practice enterprise architecture

• Optimize security & access

• Knowledge transfer

Reduce up front costs

Strategic ProjectsExpert consultants specializing in transformational implementation projects

• Solution specific offerings

• Prebuilt frameworks

• Hundreds of use cases covering complexity

• Change management

• User experience and adoption expertise

Faster time to market

• Service Cloud• Analytics Cloud• Community Cloud• Mobile (SF1 and

Custom)• Customer Experience

Design• Platform• All-cloud delivery team

6 Specialty Practice teams

work as one• 400+ Certified

Consultants• Global Team• Strong product

expertise• Strong industry

expertise• Average CSAT : 9.1• 2000+ custom

implementations• Partner with Product

teams

Most Certified Consultants

• Envision workshops for solution discovery

• Certified User Experience architects

• World-class interface designers

• Integrated mobile solutions across all devices

Customer Experience

First

Training and certificationBuilding expertise, building careers

• Solution specific offerings

• Prebuilt frameworks

• Hundreds of use cases covering complexity

• Change management

• User experience and adoption expertise

Learning paths

• 400+ Certified Consultants

• Global Team• Strong product

expertise• Strong industry

expertise• Average CSAT : 9.1• 2000+ custom

implementations• Partner with Product

teams

Certification Programs

• Envision workshops for solution discovery

• Certified User Experience architects

• World-class interface designers

• Integrated mobile solutions across all devices

Role based training

Helping you succeed

Global Resources

24/7 Support includes

developer

Salesforce

University

Premier + Administration

Services

Events Accelerators

Services Practices

MissionCritical Support

Triggered Engagements

Journey

Webinars

SuccessCommunities

Triggered Engagemen

ts

Journey

Webinars

SuccessCommunities

JointheConversation

Over2,000,000Membersandgrowing!

Engagedirectlywithsalesforceexperts!

HearfromourMVP’s,othercustomersandsalesforceresources!

Accessresources,webinars,people,alldesignedtohelpyouachievesuccess!

ToJoin:

• GotoourSuccessCommunity

• Selectthegroupstojoin

• Useyoursalesforcecredentials

• SelectJoin

Release Readiness & Feature Adoption

https://developer.salesforce.com/trailhead/en

Trailheadisafun,free,interactivewayforAdminsandDeveloperstolearnSalesforce

Thank you

Business Transformation ArchitectsCertified business advisors to accelerate your success

• User Experience• User engagement

and feedback • Business process

simplification• Cross-business

process design

Reduce portfolio costs

• Agile program management

• Stakeholder engagement

• Data-driven insights across customer, SFDC and integrators

Accelerate Program

Implementation• Deep knowledge of

core product and ecosystem

• Don’t rebuild existing solutions

• Clicks, not code• Self-sufficiency plans• Organizational

readiness

Maximize business benefits

• Workshops and Prototypes

• Agile coaching• Business prioritized

functional roadmap• Increase capacity to

absorb change

Lead innovation

change

Innovation and Transformation CenterA set of services to enhance business agility and scalability

• Packaged frameworks and methodologies

• Enables IT to move at the speed of business

• Brings initiatives to market faster with less risk

• Improves overall ROI of Salesforce eco-system

• Ensures Regulatory compliance

Benefits

• Business/IT alignment• Multi-Cloud architecture• Rapid prototyping• In house skills upgrade• Supplier standards and

compliance• Performance and

portfolio management

6 focus areas

1. Governance Framework 2. Program Value Management

Framework3. Operational and Business KPI

Definition4. Reference Architecture5. Prototyping Framework6. Supplier Guidelines and

Policies7. Test Strategy8. Code Repository Definition9. User Experience Standards

definition10. Change and Release

Management

Build your ITC(4 Mo Engagement)

1. Engage with customer team to ensure that standards, and processes defined in “Build your COE” are being followed

2. Serve as Advisors to Customer’s Management team on strategic planning around Salesforce

3. Validate customer’s Salesforce consumption is done in the best way possible

4. Help in-house staff become self –sufficient

5. Serve as a knowledge hub for everything Salesforce.

Run your ITC(1Year +

Engagement)

Mission Critical SupportOur most robust support level for customers who are running their core applications on Salesforce

• Performance dashboards

• Ongoing trend analysis

• Proactive recommendations to prevent business disruption

Proactive Monitoring

• Understands your implementation

• Global staffing• Primary engineer• Quarterly business

review• Weekly operational

reviews

Designated Team

• 15 minute response time (Sev 1)

• 30 minute updates• 24/7 global support

hotline

Fastest Response Time

Add-ons create the outcomes you want

Highly responsive & preventative

care:• Designated Support Team• Proactive Monitoring• Primary Engineer

Increased business value and agility

through governance and

architectural leadership

Targeted engagements that

deliver pre-identified business

results

Senior level executive with

average 18 years experience who

maximize business value – onsite role

Highly skilled technical experts with highest level of SFDC certs who architect the most

impactful Cloud environments –

onsite role

Business Transformatio

nArchitect

Program Architect

Mission Critical Support

Innovation & Transformatio

n CenterAccelerators

Advisory Services

Packaged customized

offerings to speed deployments with

lower risk

StrategicProjects

Our engagement model

Success Managers/CSM

Advisory

Services

Specialists

Strategic

Projects

Global Resources

Premier + Administration

Services

Success Webinars

Accelerators

Salesforce

University

Mission Critical Support

24/7 Support

Personal Model –

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Introducing Circles of SuccessCirclesofSuccessaresmallgroupclinicsforSalesforcecustomersfocusedonadoptionandbestpractices,hostedbySalesforceexperts.BecomeapartoftheSuccessCommunitytodayandjointheGettingStartedorReleaseReadinesschattergroups.BesuretocheckoutourMarketingCloudandData.comCircles!

● ExecuteaWell-plannedImplementation● KnowYourCustomerwith

Accounts&Contacts● SellMorewithLead&Opportunity

Management● IncreaseProductivitywithActivity

Management● TrainEnd-usersforFasterAdoption

● GettingStartedwithSalesforceCustomizations

● ImproveCustomerServicewithReports&Dashboards

● IncreaseSalesUsingReports&Dashboards

● ChattertoIncreaseEmployeeProductivity● AccelerateAdoptionwithSalesforce1

Mobile

● ManageChangeforSmallBusiness● WeatheringtheStormofChange

Management● BecomeaDataManagementRockstar● PredictSaleswithForecasting● EngagemoreUsingCommunities● TransformYourBusinesswith

Automation

GETTING STARTED GO FASTER GO FURTHERREGISTER NOW: HTTP://SFDC.CO/COS