CNX16 - Getting Started with Social Studio

1. #CNX16 Getting Started with Social Studio

2. Forward-Looking Statements  Safe 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.

3. Goals Publish & Engage on channel Set up: Admin & Workspace Configuration Listen and Analyze across the Social Web 1 2 3

4. How does your company connect with customers?

5. #CNX16 Social Isn’t Just The Kids: 82% of Internet Users are between the ages of 30 and 49

6. #CNX16 Getting Started Multi Level Admin & Workspace Configuration

7. Getting Started: Next Steps - Multi Level Administration Step 1 - Tenant Level (Admin) ●  Add Users (assign user rights) ●  Confirm default time zone ●  Add Social Accounts ●  Construct Macros Step 2 - Workspace Level ●  Create Workspaces ●  Assign Social Accounts ●  Assign Users ●  Assign Topic Profiles ●  Add Approval Rules ●  Assign Macros ●  Add Bit.ly Account

8. Getting Started: Workspace Configuration

13. #CNX16 Your Journey Publish and Engage on channel

14. Your Journey Step 1: Engage Learn the tool that will help you connect with your social accounts and customers in a whole new way. Step 2: Publish Discover how to create, schedule and post content to a team calendar. Effective team management has never been so easy.

15. Step 1: Engage   Respond to both on-channel conversations and keyword-based monitoring   Create a 360 degree always-on feed of your brand, industry and competitive environment   Navigate seamlessly between Community Management and Social Care, with built-in CRM escalation capabilities   Achieve speed-of-social scale via automation for effective post prioritization and routing   Discover and engage influencers, customers and your community Increase brand awareness & Loyalty

16. Step 1: Engage

17. Step 2: Publish   Plan, Collaborate & Execute on Social Content   Self-serve admin for efficient on boarding and user management   Optimize for campaign success with content sharing and performance analytics   Comply with governance policies via approval rules High performance collaboration for amazing customer experiences

18. Step 2: Publish Performance Reporting

19. #CNX16 Your Journey Listen & Analyze across the Social Web

20. Step 3: Listen & Analyze Set up topic profiles to capture conversations about your brand and your social accounts. Enrich your Engagement and Community Management with conversations from across the social web. Your Journey

21. Common Social Listening Use Cases   What are yours? Social Customer Service Competitive/ Industry Insights Campaign Monitoring Lead Generation Brand/ Reputation Monitoring Crisis Management

22. Step 3: Listen & Analyze   Democratize listening by providing critical business insights   Analyze conversations on over 1 billion sources   Build and Optimize your digital strategy with real- time actionable feedback   Monitor brand health, customer sentiment, the competition & top influencers   Catch Trends and brand perception shifts in real- time Listening with Social Studio

23. Step 3: Listen & Analyze Social has no boundaries and neither should your sentiment analysis. Analyze key conversations about your brand around the globe. Sentiment detection now works out-of-the- box for:   English   French   Spanish   Portuguese   Italian   German   Dutch   Mandarin (traditional + simple)   Japanese   Korean Understand Sentiment Across the Globe

24. Things to think about... Workspace setup Permissions/ Approvals Playbook Standard reporting Reporting by label Assigned user Tab templates Filtering best practices Routing Macros Automation Shared content Post duplication RSS feed Web analytics Mobile app Governance Workflow Efficiency

25. Recap Publish, moderate and Engage on your social channels Workspaces that reflect your organization and team collaboration Discover conversations happening across the social web 1 2 3

26. #CNX16 Questions?

27. We Help You Navigate the Wealth of Salesforce Resources Premier Success Plan Customers Accelerators Deliver customer- defined business outcomes Premier Community Exclusive community content On Demand Training Catalog Self paced learning for users and admins 24/7 Developer Support Get support fast, when you need it Premier + Administration Services Our admins under your direction Lifelong Success Plan Adoption Webinars Live interactive sessions with adoption experts Getting Started Community Collaborate with application experts Circles of Success Small group best practice sessions with customers and Salesforce experts Getting Started Resources Videos, in-app walkthroughs & webinars to get you started right Basic Tutorials How-to Videos Getting Started Workbook Step by step guide to plan your implementation

28. Premier Success Drives Salesforce ROI   Reported % increase over Standard Success Plan customers` ROI based on customer survey conducted by independent third-party Market Tools. All other metrics based on Premier customer metadata. 80% higher ROI 130% more process automation 138% more analytics & insights 61% faster deployment52% higher user adoption Enhanced Training Enhanced SupportSuccess Resources

29. Enhance your team’s skills while solving key business challenges Specialists provide hands on guidance Develop best-practices proficiency Focused on meeting your KPI’s Accelerators Fast, focused engagements that speed business results NEW Recommended Accelerator Social Listening & Topic Profile Setup

30. Available Resources Getting Started with Salesforce Social Studio -  Getting Started Workbook -  Register for Office Hours Social Studio Training and User Guide -  Watch on-demand videos -  Online user guide for web and mobile versions Register for Marketing Cloud Product Updates

31. Join the Conversation Over 2,000,000 Members and growing! Engage directly with salesforce experts! Hear from our MVP’s, other customers and salesforce resources! Access resources, webinars, people, all designed to help you achieve success! To Join: •  Go to http://success.salesforce.com •  Use your Salesforce or Marketing Cloud credentials •  Setup your Profile (company, bio, picture) to help others connect with you •  Search for * Success - Salesforce Marketing Cloud * •  Select Join In addition, join our global groups for French, German, Spanish, Japanese and Portuguese to collaborate in your own language http://bit.ly/SalesforceCustomerSuccess Release Readiness & Feature Adoption

32. Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA

CNX16 - Getting Started with Social Studio

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CNX16 - Getting Started with Social Studio