A G S009 Tcheleshev 091907

Getting Started with Custom Objects John Johnson, ASCAP Cory Haber, Furnished Quarters Sara Rimer, Danaher Motion Edward Tcheleshev, salesforce.com Patricia Orr, salesforce.com Track: Admin I: Getting Started

Safe Harbor Statement

“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Why Use Custom Objects? High user adoption 3 1 Single View of All Data & Reporting 2 Seamless Upgrades 4 Ease of Use

Build New Apps Without Coding or Scripting Customize with Clicks not Code

Point-and-Click Model Delivers:

Data model customizations

Add tables

Add fields

Create relationships

User interface customizations

Diverse page layouts to support multiple business processes

Workflows & Approvals

Custom applications

All Customizations Are Upgraded With Zero Customer Effort Builder

Data Model What data is captured and how it is structured Security & Sharing User access controls and permissions Forms & Layouts How data is displayed and captured Workflow How business processes are represented Build It!

Data types

Relationships

Validation Rules

Formulas

User lists

Read/write perms

Org Hierarchies

Group profiles

Layouts

Record Types

Related Lists

Tabs

Assignment

Notification

Approval

Time-based

1 2 3 4

Streamline Business Processes with Custom Objects Inventory Tracking Purchase Requisitions Project Management Human Resources IT Helpdesk Salesforce License Management Training Center and Class/Instructor Tracking Multi Product View for Cases Success Stories for Products Pre call Plan and Trip Report Litigation Tracking Employee Management - Collections & Adjustments - PTO Tracking - Employee Equipment - Sales Collateral - Recruiting Going from Paper to Process Getting Control of your Data & Processes Ways to Help Yourself

John Johnson Asst. Vice President - Licensing [email_address] Getting Control of your Data & Processes! Leveraging Custom Objects to Increase Visibility and Adoption!

All About ASCAP

INDUSTRY : Performing Rights

EMPLOYEES : 650

GEOGRAPHY : United States (only)

# USERS : 169

PRODUCT(S) USED : Salesforce SFA & Call Center, Force.com Mobile , 2 AppExchange applications (Drawloop & Angel.com),

Largest Performing Rights Organization in the World – Collects fees for public performance of music and distributes royalties to songwriters & publishers

Case Study – Key Challenges

Business Challenges

Many databases (Lotus Notes, Access)

Home based field staff, office staff in 3 locations

Many manual processes

Manual tracking/reporting

Challenges

Integration between systems

Software upgrades & compatibility

Lots of Info, no easy reporting

Manual processes

Inefficiency

Implementation Of Salesforce SFA/Custom Objects Timeline Began Using Salesforce SFA Built, deployed, trained Employee Info/PTO Objects Litigation Tracking – Built, Deployed and used by GL October 2005 January 2006 July 2006 Ongoing Notes PTO Tracking Crashed Deploy new functionality in New Releases Expand Functionality based on user requests, business process needs Training, Migration, Adoption Custom Objects Drive Adoption

The Solution

How did we address these challenges?

Custom Applications, Objects

Automated workflow - Alerts

New releases, new functionality

Secure – the right people see the right info

Integrated with other Objects In Salesforce, and other systems

Deployment Details

Application – Employee Info

Objects – Jobs, Candidates, Employee Info, Time off, Equipment, Classes, Enrollments, Progress Reports, Supplies

Application – Litigation Tracking

Objects – Litigation Tracking, Investigations, Docket Sheets, Collections

Employee Info

Departments: Management, Sales, Operations, HR, Customer Service

# Users: 160+

Key Requirements

Manage time-off requests & approvals

Manage recruiting, hiring & training processes

Track equipment & supplies assigned to staff

Reporting

Executive visibility

Key Benefits

Eliminated manual tracking & reporting

Centralized source of all info for staff

Work flow alerts & approvals

Employee Info

Litigation Tracking

Departments: Sales, Operations, Management, Customer Service, Legal

# Users: 160+

Key Requirements

Manage files submitted for infringement litigation

Manage investigations

Track collections towards judgments & settlements

Track status of files with appropriate levels of visibility

Reporting

Key Benefits

Eliminated manual tracking & reporting

Centralized source of all info for staff

Workflow alerts & approvals

Litigation Tracking

Results

We got control of our data and processes

Visibility

Employee Info

Strategic Infringement Actions

Accuracy

One source for Information

Accounts, Opportunities, Litigation, Staffing

Increased Adoption

New Releases – new functionality phased in

Cory Haber Web Applications Manager [email_address] Moving from Paper to Process! Getting the Organization to think Platform First

All About:

INDUSTRY : Corporate Housing/Hospitality

EMPLOYEES : 170

GEOGRAPHY : Northeast

# USERS : 68 (105% growth since implementation)

PRODUCT(S) USED : Salesforce SFA & Call Center, 6 downloaded AppExchange applications

Furnished Quarters is the leading provider of furnished apartments in Manhattan, northern New Jersey and Boston metropolitan regions.

Key Challenges

Our Business Challenges

Islands of information

Multiple locations

Reporting Reporting Reporting

Future company growth

Technology Challenges

Small IT staff

From Paper to Process How did we get away from excel and/or paper?

We leveraged Custom Objects

My methodology:

Listen to my peers

Scope out project

Collect materials

Define workflows

Build

Test

Deploy

Example – Purchase Requisitions

Purchase Requisitions

Summary of Challenges

Lost paperwork

Slow response times

Inefficient

High cost

Purchase Requisition – Old Workflow

Purchase Requisition Before

Purchase Requisition – New Workflow

Purchase Requisition After

Case Study Purchase Requisition – Results

Benefits of Going from Paper to Process

No paperwork

Complete visibility

Faster response times

Accuracy

Reporting

Lost paperwork Slow response times Inefficient High cost Accounting Purchase Requisition Payment Requests Sales Operations Project Management Budgeting Information Technology IT Helpdesk IT Inventory Customer Service Tenant Credits Human Resources HRForce Sales & Marketing Oppty Management Campaigns Leads

Accounting Purchase Requisition Payment Requests Sales Operations Project Management Budgeting Information Technology IT Helpdesk IT Inventory Customer Service Tenant Credits Human Resources HRForce Sales & Marketing Oppty Management Campaigns Leads Ease of Use High User Adoption Single View/Reporting Seamless Upgrades

Sara Rimer Global CRM Systems Manager [email_address] Ways to Help Yourself! Leveraging custom objects as a means of making YOU more efficient .

INDUSTRY : Manufacturing

EMPLOYEES : 6000+

GEOGRAPHY : Global

# USERS : 700+

PRODUCT(S) USED : Salesforce SFA & Call Center, 8 downloaded AppExchange applications

At Danaher Motion we leverage our vast experience in electromagnetic, mechanical and control technologies to help our customers build better machines, faster. Our products have been improving the efficiency and productivity of complex manufacturing operations for over 70 years through trusted brand names such as Dover, Kollmorgen, Pacific Scientific, Portescap and Thomson. Our breakthrough innovations are based on application experience around the globe and across many industries, including: medical, textile, semiconductor, electronic assembly, packaging, aerospace and defense among others.

Custom Object Needs

User Profile: Executive Managers

# Users: 25 (Major Stakeholders)

700+ license control capability

Key Requirements

Executive visibility of logins/approval of license purchase

Traceability of license purchases

Current license needs and the replacements

Future license needs

Key Benefits

Eliminated email trails to approve license purchase

Salesforce License Manager Application

Business Challenges

Lacked Control on License Distribution

Lacked Ability to Charge Various Groups for Licenses

User Adoption did not Conform to Standard Process

Technology Challenges

Spreadsheet Nightmare (Circulation of Various Revisions)

Emails did not Suffice as Management Approval to Activate or Purchase Additional Licenses

License Manager – The Solution

How did we address these challenges?

Created specific profiles to allow adding/editing/viewing

Only “Approved-By” individuals (Adding/Editing)

Rest of organization (Viewing)

Setup Field Dependencies

Who could approve what departments

Required fields: Backfill positions

Setup Dashboards for individuals to confirm login rates

Setup Tasks that confirm license

License request is entered

License activation to the requestor

License Manager Custom Screen Entry View

Audit Dashboards- By Approval Person Marketing Department Product Management Operations West Sales West Sales East Operations East

License Manager– Results

What were the results?

Improved License Review Time

4 Days Down to 1 Hour (Qtr Review)

Improved Visibility

Individual Departments have their own Login Dashboard

Regional Administrators can focus

Follow-up Training Needs

Further development

License Adjustments

Each Group Controlled their License Budget and Distribution

Effective Use of License

Reporting capabilities “By Approval” on Opportunities, Cases, and Activities

Imagine it. Learn it. Use it.

License Mgr is on AppExchange

http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=&id=a0330000002WKfiAAG

Other Helpful Custom Objects

Training Center and Class/Instructor Tracking

Multi Product View for Cases

Success Stories for Products

Pre call Plan and Trip Report

Resources to Help You Get Started

AppExchange

Find, Test Drive & Install Apps into Your Salesforce Account.

www.salesforce.com/appexchange

Apex Developer Network

Free Developer Org, Discussion Boards & Development Tools

www.salesforce.com /developer

Successforce.com

Guides, Blogs, User Community, & Successforce Ideas

www.success.salesforce.com

Help & Training

Tips & User Guides, FAQ’s, Solutions, Glossary, & Webinars

Successforce Consulting

Professional Services, Education Services & Customer Support

John Johnson AVP – Licensing Sara Rimer Global CRM Administrator QUESTION & ANSWER SESSION Cory Haber Web Applications Manager

AppExchange

2. Apex Developer Network

3. Successforce.com

4. Help & Training

5. Successforce Services

Professional Services

QuickStart Assist

For Project managers who plan to self-implement, re-implementing or optimizing their CRM solution.

Online Implementation Success Fundamentals / On-site 1:1 Coaching

Quickstart Optimize

A packaged consulting offering that includes a mini-bpr, best practice consulting and configuration assistance and refresher user and admin training.

PE 3 Day / EE,UE 5 Day

Admin Workshops

These fast-paced, interactive classes give first-hand experience with the core functional offerings to set up, configure, and maintain Salesforce CRM for optimal results.