1.
Cloud Services
Achieve business results, faster.

2.
Safe Harbor
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.
We Help You Deliver Wow Results
​ Accelerate business value with up to …
52%
Increased
Adoption
77%
Faster
Deployment
5x
Performance Gains
in Reports and
Dashboards
80%
Higher ROI
Across all
clouds

4.
Delivering Customer Success
Customers who engage Cloud Services have
the highest satisfaction rate.
Primary Engineer Program ArchitectSenior SpecialistSuccess Manager
9.1Customer Satisfaction

5.
Customer Success Platform
World’s #1 CRM
Developer Success Platform
5.5 million apps
World’s most trusted
enterprise cloud
Force.com
Heroku Enterprise
AppExchange
Shield
Trailhead
Lightning
Wave
Sunshine
Multitenant Cloud
Marketing
Community
Service
IoT
Analytics
Apps
Sales
Cloud Services
Advisors in action
Premier
Premier+
Strategic
Projects
Accelerators
Mission
Critical
Support
Advisory
Services
Marketing
Cloud
Services Innovation &
Transformation
Center
Bringing the Customer Success Platform to Life
Delivering value across all clouds

6.
Advisory Services
Innovation and
Transformation Center
Premier Success Plans
Accelerators
Marketing Cloud Services
Mission Critical Support
Advisory Services
Advisory Services
Strategic Projects
Customer
Success
Advisors Focused on Achieving Your Business Goals

7.
Strategic Projects
Advisory Services
Listen, advise and design for the best outcome
Customer
Success

8.
Focused on outcomes
Achieve business value from their
Salesforce investment
Unmatched expertise
Deep industry and vertical experience, plus
best-in-class training
Direct access to Salesforce
Insight and expertise that can help you
achieve your vision
Program Architect
Advisory Services
Strategic guidance from business
to IT, speeding time to value
Business Architect

9.
Cloud
Solutions
Expertise
Platform
Design
Governance
Security &
Compliance
Organization
& Change
Management
User
Experience/
Adoption
Analytics
Big Data
Demand
Generation
Marketing
Automation
&
Campaigns
Enterprise
Architecture
Sales
CloudService
Cloud
Marketin
g
Cloud
Analytic
s
Cloud
Communit
y
Cloud
App
Cloud
Technical Outcomes
• Architecture Assessment
• Accelerate Program
Implementation
• Integrate Legacy Systems
with New Solutions
• Deployment and
Implementation Guidance
• Reduce Upfront and
Support Costs
• Secure End-to-End Solution
Expertise to Deliver the Right Outcomes
Business Outcomes
• Strategic Roadmap
• Functional Roadmap
and Design
• End-to-End Business
Process Optimization
• CoE and Governance
• Digital/Marketing Campaign
Transformation

10.
Dell works with Salesforce Advisory Services to gain a
360-view of customers.
Advisory Services, Premier+, Accelerators
“We saw our Salesforce partners as trusted advisors in joint meetings, helping our business and IT teams
achieve their goals.”
Bobbi Dangerfield, VP for Commercial Sales Operations

11.
Salesforce Strategic Projects
Highly specialized expert consultants
focusing on strategic, custom-
scoped projects
Helping you envision and build the right
Salesforce implementation to meet
your specific business goals
Expert advice
Flexible engagements
Tailored to your business
Senior Business Analyst Technical Architect

12.
Service
Field Sales
Complete sales
experience on
mobile device,
loyalty
management
Siebel
Retirement
Beyond
replacement,
leveraging the
best of the
Salesforce
platform
Channel Sales
Partner
Community
BI
Quickly deploy
Wave, offered at
three levels of
engagement
Development
as a Service
E-commerce, back
end, Heroku
Connect, Hub and
Spoke, Security
Big Data
Sensors, Internet
of Consumers
AR
Operations
Reduce DSO
and invoice
collection
Revenue
Operations
Renewal and
subscription
management
Collections
Insights into
bad debt and
upsell/cross- sell
Sales IT Finance
Field Service
Mobile-first
technician
experience
B2C/
High Availability
Always on, always
available
Omni-Channel
Engagement
Center
Call center
evolution
Social Studio
Powerful
listening and
engaging social
platform
Campaign
Services
Monitor,
optimize, and
develop high-
value
campaigns
Ideation
From ideation to
execution; ideas
platform and
communities
Marketing HCM
Employee
Engagement
Empowering HR, IT,
finance
Recruiting
Transformation
& Onboarding
Social recruiting
and Trailhead
HR Help desk
Employee
engagement
Envision
Visioning to define
the need, strategy,
and delivery
roadmap, journey
forensics
Ignite
Collaboration
Incorporated with
Ignite research to
deliver the
solution(s)
Product Dev
User experience
plan & design and
strategy
Practice Offerings
Packaged, yet customizable offerings to speed deployments with lower risk

13.
​ Pono creates a socially vibrant community for music lovers.
Strategic Projects, Premier+
​ “I love it! So does the community! Our numbers have doubled since launch. Complete success, ready for
further enhancements.”
​ Neil Young, Musician, Celebrity Founder and Driving Force

14.
Drive adoption and proactively optimize
Customer
Success
Premier Success Plans
Accelerators
MC Services
Mission Critical Support
Advisory Services

15.
Success plans take your business to
the next level.
Success Resources
Access to Success Managers, Accelerators,
Success Programs, and Admin Services
Exclusive Training
Online, role-based, and
customized training
Enhanced Support
Developer support and 24x7 tech support
Premier Success Plans
Supercharge your team with
Success Plans for every cloud.
Success Managers

16.
Premier Success Drives Salesforce ROI
​ Reported percentage increase over Standard Success Plan customers
* ROI based on customer survey conducted by independent third-party MarketTools. All other metrics based on Premier customer metadata.

17.
HCPF supports spike in call volume with Premier Success.
​ Gained total configuration access and omni-channel support functionality
​ Optimized licenses, drove value and process improvements, aligned with government regulations
​ Introduced productivity and efficiency through custom-built macros
“Salesforce Premier Success has
been critical to our success — we
couldn’t operate without it.”
Christine Comer, Director of Client Services

18.
Over 40 offers that enhance your team’s
skills while solving key business
challenges
Specialists provide hands-on guidance
Develop best-practices proficiency
Focused on meeting your KPIs
Accelerators
Fast, focused engagements
that speed business results
NEW
SpecialistPrincipal Specialist Senior Specialist

19.
“The deployment exceeded everyone’s expectations,
providing boost to sales productivity and employee
collaboration. Success!”
-Neil Young, Musician, Celebrity Founder and Driving
Force
​ CenturyLink builds stronger connections with the Customer
Community Design Accelerator.
“We wanted a customer community,
but didn’t know where to begin. The
Accelerator asked the right questions
and helped us successfully deploy a
customized community.”

20.
Accelerate time to value.
Developer and deployment support to help
accelerate customers’ time to value.
Maximize performance.
Designated support team that will help
maximize system performance and expedite
issue resolution.
Success Manager
Minimize business disruption.
Proactive monitoring of Salesforce orgs,
preventing issues before they disrupt
customers’ business.
Primary Engineer Technical Engineer
Mission CriticalSupport
Keep issues from disrupting your business, 24/7.

21.
Mitigate & Prevent
Recommend
Communicate
& Alert
Assess
Monitor
Rapid Response
Triage
Diagnose
Resolve & Restore
Root Cause Analysis
CUSTOMER CONTEXT
Objectives
Alignment
Knowledge
Capture
Consistent
Communication
Deployment
Monitoring
Proactive
Engagement
Restorative
Engagement
MCS Employs a Proprietary Always-on Methodology

22.
Mission Critical Support helps Akamai stay always-on with Salesforce.
“With traditional support, I feel like I am 1 of 1,000. With Salesforce Mission Critical Support, I
feel like I am 1 of 1. MCS helps fulfill our always-on needs and accelerates our time to value.”
Paul Fernandes, VP of IT
Akamai Technologies

23.
Marketing Cloud Services
Make your digital transformation
vision a reality.
Get better, faster results.
Transform the customer journey with tailored
services focused on driving outcomes.
Leverage proven expertise
Get best-in-class industry, marketing agency,
and product expertise.
Maximize business impact.
Maximize product investment,
optimize operations, and
accelerate your ROI.Campaign ManagerSolution Architect Solution Architect

24.
​ Mattel crafts a life-long, cross-channel customer journey.
Marketing Cloud Services, Premier+
Marketing Cloud Services helped align overall business strategy with technology and operations to deliver
customer-centric journeys globally that drive business results and provide a connected experience across
all brands and digital touchpoints.

25.
Advisory Services
Innovation and
Transformation Center
Advisors focused on achieving your business goals
Customer
Success

26.
Innovation and
Transformation Center
Unlocks the power of Salesforce to
accelerate business transformation
NEW
Brings together Salesforce experts,
resources, and best practices to unleash
innovation and speed time to value
Dedicated advisors to partner with you
Central point for all things Salesforce
Prescriptive model that delivers
impactful results
Program ManagerBusiness Architect Program Architect

27.
With the Innovation and
Transformation Center, Salesforce is
introducing a new model for customer
transformation. The power of ITC —
combined with the commitment and
partnership from our customers —
breaks down business challenges to
help them achieve even more than
they imagined.
Maria Martinez
President, Sales and Customer Success
Salesforce

28.
Cloud Services
​ Helping companies achieve business value, faster

29.
thank y u