1.
Service Platform to Engage Customers
Everywhere
/servicecloud
@servicecloud
Corinne Roberts
Product Marketing, Service Cloud

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’re Listening … 100+ Features Delivered
Touch Cases
New Knowledge for Mobile
Console MetadataAPI
ChatterAnswers for Developers
Knowledge Usage Tracking
Salesforce Communities for Service
Ideas in Salesforce Communities for
Service
Idea Reputation
Idea FileAttachments
Customer PublisherActions
Knowledge One [Beta]
SmartArticle Links
LiveAgent Sessions Reporting
Whisper Coaching
Reply to Questions with Email
Custom ChatterAnswers Page
RichText in ChatterAnswer Replies
Activity History
“Like” Comments
Mobile Case Feed
Social Publisher (Pilot)
Social Posts in Case Feed (Pilot)
Recurring Milestones
Entitlement Versioning
Milestone Tracker
Automated Chat Invitations
Critical Wait
CustomizableAgent Name

4.
Helping Customers Succeed Across All Metrics
+37%increased
customer
satisfaction
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers
randomly selected. Response sizes per question vary.

5.
50B
Connected
Products
New Ways to Engage Your Customers
1T
Connected
Sensors
Social Mobile
ConnectedCloud
4.5B
Aggregate
Social Users 5B
Smartphones
by2017

6.
How do you engage your customers
everywhere?

7.
The Salesforce1 Customer Platform:
Service Platform to Engage Customers Everywhere
Transform your sales, service & marketing
Connect all your apps
Connect all your devices
Connect your customer data
Frictionless Service
Transform Your Support
Organization
Embed Service Everywhere
Service
Cloud

8.
Frictionless Service Transform Your Support
Organization
Embed Service
Everywhere
Social  Mobile  Connected  Cloud

9.
Help Customers Help Themselves and Each Other
Make service effortless for your
customers
Unify self-service and community
experience
Automatically escalate unanswered
posts to agents
Mobile access to Cases, Communities,
Knowledge, and Live Chat
+31%
Increase in case deflection

10.
Engage Customers Live with Chat and Co-Browse
Provide support in context with instant
agent support
View customers’ screens in real-
time, on any device
Live on-screen annotation
Manage multiple chats concurrently
Store full chat transcript

11.
Transform Your Support
Organization
Embed Service
Everywhere
Social  Mobile  Connected  Cloud
Frictionless Service

12.
Deliver the Next Generation Agent Experience
+40%
Increase in agent productivity
Empower agents to deliver fast, accurate
answers
A single interface for every channel of
service
Embedded Knowledge base serves
contextual answers
Multi-monitor support for maximum screen
real-estate
Intuitive and configurable UI

13.
Gain a 360 Degree View of Your Customer
Understand your customer to deliver
personalized service
Access complete customer profiles to
quickly gain insights
Pull data from 3rd party applications
See all historical interactions with a
customer
Automatically prioritize important cases

14.
Monitor Real-time Service Metrics from Anywhere
35%
Decrease in support costs
Gain real-time insights into support metrics from
any device
Configure reports and dashboards without IT help
Customize reports on the fly to make decisions
more quickly
Receive notifications when metrics reach specific
thresholds
Optimize your support infrastructure

15.
Transform Your Support
Organization
Embed Service
Everywhere
Social  Mobile  Connected  Cloud
Frictionless Service

16.
Embed Service Everywhere with Service Cloud APIs
Make service effortless for your
customers
10X more APIs
Service is part of every app & product
Provide customers with 1 touch
service everywhere

17.
Access the Collective Intelligence of Your Company
New Case Escalate Case
Close Case Reassign Case
Open Work Order Update Severity
Deliver whole company support with
Salesforce1 Mobile App
Managers: Make key business decisions
on the go
Employees: Collaborate to solve cases
faster
Agents: View complete case history from
anywhere

18.
All-in-one Service App For Growing Support Teams
Customize reports for
actionable insights
Solve customer support cases
on any channel
Analyze agent performance by
channel, product, or service line
Engagement Console
Business Insights
https://desk.com/org2359
Business Insights