Crash Course in Salesforce Service and Support Bob Durstenfeld RAE Systems Larry Robinson Salesforce.com Track: Service and Support

Safe Harbor Statement “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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. All statements other than statements of historical fact could be deemed forward-looking, including any projections of 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 the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . Any unreleased services or features referenced in this or other 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 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, except as required by law.

“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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. All statements other than statements of historical fact could be deemed forward-looking, including any projections of 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 the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor .

Any unreleased services or features referenced in this or other 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 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, except as required by law.

Bob Durstenfeld Director, Corporate Marketing [email_address]

RAE Systems Leading provider of rapidly deployable sensor networks that enable our customers to identify safety and security threats in real time Sales and Service Channel 130 Direct in China 36 Region/ Channel Managers Worldwide More than 200 Distributors and Manufacturers Reps More than 30 contract service centers Recently acquired Aegison Corporation Products are based on proprietary sensing and digital video technology Sensing products include Portable, wireless and fixed atmospheric monitors Photo-ionization detectors Gamma and neutron radiation detectors. Video products include both fixed and mobile digital recorders. INDUSTRY: Manufacturing EMPLOYEES: 775 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 3 downloaded AppExchange applications # USERS: 55

Leading provider of rapidly deployable sensor networks that enable our customers to identify safety and security threats in real time

Sales and Service Channel

130 Direct in China

36 Region/ Channel Managers Worldwide

More than 200 Distributors and Manufacturers Reps

More than 30 contract service centers

Recently acquired Aegison Corporation

Products are based on proprietary sensing and digital video technology

Sensing products include

Portable, wireless and fixed atmospheric monitors

Photo-ionization detectors

Gamma and neutron radiation detectors.

Video products include both fixed and mobile digital recorders.

Global Operations for Sales and Support Shanghai Tokyo Hong Kong Singapore France Spain U.K. Benelux Beijing San Jose, CA Denmark Dubai

Global Markets – More than 65 Countries Government & Security Industrial & Environmental Safety Government & Security Military First Responders Public Venue Protection Port / Border Security Industrial / Environmental Safety Confined Space Hazardous Waste Oil & Gas Environmental Monitoring

Products Handheld Detect toxic gases & radiation sources Portable Rugged Wireless network compatible Sensor Systems Integrated & actionable threat information Sensor activated mobile and fixed digital video storage Embedded sensor data on image Integrated Video Systems Wireless DVRs Rapidly deployed Wireless networks /Web enabled remote monitoring Integrated data (GPS, weather)

Handheld

Detect toxic gases

& radiation sources

Portable

Rugged

Wireless network compatible

Sensor activated mobile and fixed digital video storage

Embedded sensor data on image

Rapidly deployed

Wireless networks /Web enabled remote monitoring

Integrated data (GPS, weather)

Case Study – Key Challenges Business Challenge Lack of automation and information access No service records or asset tracking No warranty tracking Needed ONE database for assets, sales, service and marketing Deployed products in more than 65 countries Technology Challenge Complex products Multiple language support Multiple channels and partners High Costs Reduced revenue Inefficiency Low customer service

Business Challenge

Lack of automation and information access

No service records or asset tracking

No warranty tracking

Needed ONE database for assets, sales, service and marketing

Deployed products in more than 65 countries

Technology Challenge

Complex products

Multiple language support

Multiple channels and partners

High Costs

Reduced revenue

Inefficiency

Low customer service

Shared Information – One Database Sales Customers Installed Base Channel Service History Escalation Conflict resolution Marketing : Campaigns Selling Leads Customer base Service Assets Repair Status Escalation Call History Up selling Service campaigns Partners Leads Assets Repair History Warranty

Sales

Customers

Installed Base

Channel

Service History

Escalation

Conflict resolution

Marketing :

Campaigns

Selling

Leads

Customer base

Service

Assets

Repair Status

Escalation

Call History

Up selling

Service campaigns

Partners

Leads

Assets

Repair History

Warranty

Salesforce Utilization and Processes Call Centers Customer assistance Call History Customer History Customer installed base RMA Initiation Repair Status Warranty eligibility Product registration Asset mapping FAQ Service Center Hardware and Firmware History Asset configuration Warranty and non-warranty repair Repair Status Failure History Customer Satisfaction (ISO) FAQ

Call Centers

Customer assistance

Call History

Customer History

Customer installed base

RMA Initiation

Repair Status

Warranty eligibility

Product registration

Asset mapping

FAQ

Service Center

Hardware and Firmware History

Asset configuration

Warranty and non-warranty repair

Repair Status

Failure History

Customer Satisfaction (ISO)

FAQ

The Solution How did we address the challenges? Automated the asset tracking – Mother and daughter serial numbers are entered by manufacturing Assets can be assigned to owner 3 ways Web (self service) Postal mail back Sales call Service Call Field Sales, Inside Sales and worldwide service all have access to service records and product histories Automated RMA and Service Status Worldwide 9 Instrument Chasis Gas Detection Radiation Wireless Systems Digital Video 20 Sensor Types 5 Extended Warranties Types DEPLOYMENT DETAILS

How did we address the challenges?

Automated the asset tracking –

Mother and daughter serial numbers are entered by manufacturing

Assets can be assigned to owner 3 ways

Web (self service)

Postal mail back

Sales call

Service Call

Field Sales, Inside Sales and worldwide service all have access to service records and product histories

Automated RMA and Service Status Worldwide

9 Instrument Chasis

Gas Detection

Radiation

Wireless Systems

Digital Video

20 Sensor Types

5 Extended Warranties Types

Results What were the results? Repair cycle times were reduced by 50% Understanding repair status One Price Repair Customers could get product status in several ways On-line Inside Sales Service Regional Manager Visibility – regional managers could know if there were service issues and could see the same data as the service center. Accuracy Higher customer satisfaction Market share improvements

What were the results?

Repair cycle times were reduced by 50%

Understanding repair status

One Price Repair

Customers could get product status in several ways

On-line

Inside Sales

Service

Regional Manager

Visibility – regional managers could know if there were service issues and could see the same data as the service center.

Accuracy

Higher customer satisfaction

Market share improvements

Where are we headed More web deployment Self service portal RMA Registration Status More partner interaction Remote and Contract repair centers Lead tracking Asset management FAQ

More web deployment

Self service portal

RMA

Registration

Status

More partner interaction

Remote and Contract repair centers

Lead tracking

Asset management

FAQ

Larry Robinson Sr. Director, Product Management [email_address]

Case Type Support Process Map The map below illustrates how support requests flow through Salesforce from capture through to case resolution. Note that Salesforce Service and Support can be used both for customer facing support needs as well as internal functions like your IT help desk. Use this map as a training tool and overlay steps specific to your organization. Types of Questions Support Question Billing Question Feature Request Case Source Your Customer has a Question Search the Public Knowledgebase Login to Self-Service Portal Call Support Email Support Log a Case (Public Form) Submit a New Case Escalation Rules Escalation rules can be put in place to ensure cases are followed up on in a timely fashion Sample Steps Verify service entitlements and research customer history Update required fields for reporting purposes See if the suggested solutions answers the question If need be, search the knowledgebase If still unable to answer the question, assign a task to a coworker or re-assign the case to a specialist Close the Loop Speak to the customer on the phone to resolve the problem Send templatized email with attached solution Publish case comments and recommended solutions to the self-service portal Case Status Average Response Time Case Volume View My Cases View cases you’ve logged See their status and add comments View solutions used to resolve previously logged cases View Open and Closed Cases Routing Rules Automatically route cases based upon the type of question, geography Cases can be assigned to an individual or a queue Public Knowledgebase CTI Integration Email-to-Case Web-to-Case Self Service Portal Customer Satisfaction Survey SLA Violations Customer Satisfaction Average Resolution Time Agent Workload Submit Solution Build Your Knowledgebase Agents can submit solutions to the knowledgebase as draft Setup a review process for all new solutions Solutions can be published or set to internal only Use reports to determine what types of cases you’re seeing most often and focus on refining those solutions Create solution categories to make browsing solutions easier for customers and agents Review and Publish Solutions Ways to Browse the Knowledgebase Read frequently asked questions Drill down into Solutions by category Search using keywords Search the Knowledgebase Workflow Processes Create automation rules to update field values based on changes to business conditions in the service process flow Case is Assigned 360 Degree View of the Customer Sales Executives or Account Managers often log cases in the App on behalf of their customers The status of cases is visible from the account and contact detail page so the sales has visibility into exactly where things stand Call Sales Communicate Solution to the Customer Add New Case Work Case and Update Status Escalate to Tier 2 Support Rep Cases by Account Record Types Record types can be used to capture different information depending on the type of case New Case is Created Frequently Used Solutions Solutions to be Reviewed

Types of Questions

Support Question

Billing Question

Feature Request

Escalation Rules

Escalation rules can be put in place to ensure cases are followed up on in a timely fashion

Sample Steps

Verify service entitlements and research customer history

Update required fields for reporting purposes

See if the suggested solutions answers the question

If need be, search the knowledgebase

If still unable to answer the question, assign a task to a coworker or re-assign the case to a specialist

Close the Loop

Speak to the customer on the phone to resolve the problem

Send templatized email with attached solution

Publish case comments and recommended solutions to the self-service portal

View My Cases

View cases you’ve logged

See their status and add comments

View solutions used to resolve previously logged cases

Routing Rules

Automatically route cases based upon the type of question, geography

Cases can be assigned to an individual or a queue

Build Your Knowledgebase

Agents can submit solutions to the knowledgebase as draft

Setup a review process for all new solutions

Solutions can be published or set to internal only

Use reports to determine what types of cases you’re seeing most often and focus on refining those solutions

Create solution categories to make browsing solutions easier for customers and agents

Ways to Browse the Knowledgebase

Read frequently asked questions

Drill down into Solutions by category

Search using keywords

Workflow Processes

Create automation rules to update field values based on changes to business conditions in the service process flow

360 Degree View of the Customer

Sales Executives or Account Managers often log cases in the App on behalf of their customers

The status of cases is visible from the account and contact detail page so the sales has visibility into exactly where things stand

Record Types

Record types can be used to capture different information depending on the type of case

Crash Course in Service and Support User setup, profiles, roles and sharing Custom Fields and Custom Object Extensions Page layouts, record types, business process and user profiles Setup the Agent Console Groups, Teams and Queues Routing, escalation, workflow and alerts Channels: Telephone Self service Portal Email management Building and using a KB Management via dashboards and reports Automating processes with web links and S-Controls

User setup, profiles, roles and sharing

Custom Fields and Custom Object Extensions

Page layouts, record types, business process and user profiles

Setup the Agent Console

Groups, Teams and Queues

Routing, escalation, workflow and alerts

Channels:

Telephone

Self service Portal

Email management

Building and using a KB

Management via dashboards and reports

Automating processes with web links and S-Controls

A few days compressed to a few minutes A few key points on each item All in the application

A few key points on each item

All in the application

User setup, profiles, roles and sharing Define profiles and roles Decide what sharing model to use Define users and allocate profile and role

Define profiles and roles

Decide what sharing model to use

Define users and allocate profile and role

Custom Fields and Custom Objects Create custom fields Validation rules Dependent picklists Custom Objects

Create custom fields

Validation rules

Dependent picklists

Custom Objects

Page layouts, record types, business process Fine grained control – but don’t go overboard Support multiple business processes

Fine grained control – but don’t go overboard

Support multiple business processes

Agent Console Define Console Layout – seems too easy Related objects and mini layouts List views and objects

Define Console Layout – seems too easy

Related objects and mini layouts

List views and objects

Groups, teams and queues Queues and teams Skills assignment

Queues and teams

Skills assignment

Routing, escalation, workflow and alerts Business process implementation SLA management Workflow Alerts and Templates

Business process implementation

SLA management

Workflow

Alerts and Templates

Channels Telephone Web Email Other

Telephone

Web

Email

Other

Building a Knowledge Base Search optimizations Suggested solutons Formal content approval process Global KB

Search optimizations

Suggested solutons

Formal content approval process

Global KB

Dashboards and reports Dashboards provide instant visibility Everyone can build reports

Dashboards provide instant visibility

Everyone can build reports

Never ending opportunities So many possibilities Custom buttons Override standard buttons Inline s-controls Web links

So many possibilities

Custom buttons

Override standard buttons

Inline s-controls

Web links

Bob Durstenfeld Director, Corporate Marketing QUESTION & ANSWER SESSION Larry Robinson Sr. Director, Product Management