How to Succeed with Salesforce

1. How to succeed with Salesforce Overview of Salesforce Cloud services June 2016 Hila Levy-Loya S. director Customer Success Israel

2. Forward looking statement 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. Certified experts and innovative offers that complement our market-leading cloud solutions to accelerate your time to business value.

4. Informed by expertise and insights we help deliver results fast + = 17 years of cloud tech experience 3000+ in house experts Most certified consultants in the ecosystem ! Billions of customer transactions 150K + Customers Deep industry experience ResultsInsightsExpertise

5. (Marketing Cloud Only) (Regulatory version available US Premier+) Standard + Success Plan Standard Success Plan Online tools and support to get you started Access to 24x7 Support and training Premier Success Plan Premier + Success Plan Success programs, enhanced 24x7 support, training, and access to Accelerators to build and sustain your success All the benefits of Premier Success, plus Administration Services to increase your success Success Plans The foundation for Customer Success

6. Premier Success Plans

7. Cloud Services Portfolio Helping you architect, adopt, and optimize your Salesforce solutions Standard Success Plans Premier Success Plans Add-Ons Strategic Projects SalesforceUniversity Mission Critical Support Innovation and Transformation Center Advisory Services Accelerators

8. Delivers customer-defined business outcomes Focused on a unique and specific customer need Resource and Time bound Provides a set of value-based deliverables Accelerators Targeted engagements that deliver the results your business demands

9. Program Architects Your trusted technical advisors • Optimize org strategy • Establish CoE / Governance • Optimize release management • Codify and share best practices • Process optimization Reduce on going costs • Develop architecture strategy • Optimize data management strategy • Design options / capability selection • Usage of advanced features (Apex, VisualForce) Accelerate Program Implementation • Optimize user experience & adoption • Application rationalization • Leverage communities, social & mobile • Develop roadmap and prioritization based on business imperatives Maximize innovation • Eliminate duplication • Optimize integration strategy • Best practice enterprise architecture • Optimize security & access • Knowledge transfer Reduce up front costs

10. Strategic Projects Expert consultants specializing in transformational implementation projects • Solution specific offerings • Prebuilt frameworks • Hundreds of use cases covering complexity • Change management • User experience and adoption expertise Faster time to market • Service Cloud • Analytics Cloud • Community Cloud • Mobile (SF1 and Custom) • Customer Experience Design • Platform • All-cloud delivery team 6 Specialty Practice teams work as one • 400+ Certified Consultants • Global Team • Strong product expertise • Strong industry expertise • Average CSAT : 9.1 • 2000+ custom implementations • Partner with Product teams Most Certified Consultants • Envision workshops for solution discovery • Certified User Experience architects • World-class interface designers • Integrated mobile solutions across all devices Customer Experience First

11. Training and certification Building expertise, building careers • Solution specific offerings • Prebuilt frameworks • Hundreds of use cases covering complexity • Change management • User experience and adoption expertise Learning paths • 400+ Certified Consultants • Global Team • Strong product expertise • Strong industry expertise • Average CSAT : 9.1 • 2000+ custom implementations • Partner with Product teams Certification Programs • Envision workshops for solution discovery • Certified User Experience architects • World-class interface designers • Integrated mobile solutions across all devices Role based training

12. Helping you succeed Global Resources 24/7 Support includes developer Salesforce University Premier + Administration Services Events AcceleratorsServices Practices Mission Critical Support Triggered Engagements Journey Webinars Success Communities Triggered Engagements Journey Webinars Success Communities

13. 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 our Success Community • Select the groups to join • Use your salesforce credentials • Select Join Release Readiness & Feature Adoption

14. https://developer.salesforce.com/trailhead/en Trailhead is a fun, free, interactive way for Admins and Developers to learn Salesforce

15. TODAY - raffle in the Keynote room at 16:15 Your feedback is very valuable to us. Fill in this evaluation survey* for a chance to win an Apple Watch today! www.bit.ly/ essentials-tlv *at the registration desks or on your smartphone

16. Thank you

17. Business Transformation Architects Certified business advisors to accelerate your success • User Experience • User engagement and feedback • Business process simplification • Cross-business process design Reduce portfolio costs • Agile program management • Stakeholder engagement • Data-driven insights across customer, SFDC and integrators Accelerate Program Implementation • Deep knowledge of core product and ecosystem • Don’t rebuild existing solutions • Clicks, not code • Self-sufficiency plans • Organizational readiness Maximize business benefits • Workshops and Prototypes • Agile coaching • Business prioritized functional roadmap • Increase capacity to absorb change Lead innovation change

18. Innovation and Transformation Center A set of services to enhance business agility and scalability • Packaged frameworks and methodologies • Enables IT to move at the speed of business • Brings initiatives to market faster with less risk • Improves overall ROI of Salesforce eco-system • Ensures Regulatory compliance Benefits • Business/IT alignment • Multi-Cloud architecture • Rapid prototyping • In house skills upgrade • Supplier standards and compliance • Performance and portfolio management 6 focus areas 1. Governance Framework 2. Program Value Management Framework 3. Operational and Business KPI Definition 4. Reference Architecture 5. Prototyping Framework 6. Supplier Guidelines and Policies 7. Test Strategy 8. Code Repository Definition 9. User Experience Standards definition 10. Change and Release Management Build your ITC (4 Mo Engagement) 1. Engage with customer team to ensure that standards, and processes defined in “Build your COE” are being followed 2. Serve as Advisors to Customer’s Management team on strategic planning around Salesforce 3. Validate customer’s Salesforce consumption is done in the best way possible 4. Help in-house staff become self –sufficient 5. Serve as a knowledge hub for everything Salesforce. Run your ITC (1Year + Engagement)

19. Mission Critical Support Our most robust support level for customers who are running their core applications on Salesforce • Performance dashboards • Ongoing trend analysis • Proactive recommendations to prevent business disruption Proactive Monitoring • Understands your implementation • Global staffing • Primary engineer • Quarterly business review • Weekly operational reviews Designated Team • 15 minute response time (Sev 1) • 30 minute updates • 24/7 global support hotline Fastest Response Time

20. Add-ons create the outcomes you want Highly responsive & preventative care: • Designated Support Team • Proactive Monitoring • Primary Engineer Increased business value and agility through governance and architectural leadership Targeted engagements that deliver pre-identified business results Senior level executive with average 18 years experience who maximize business value – onsite role Highly skilled technical experts with highest level of SFDC certs who architect the most impactful Cloud environments – onsite role Business Transformation Architect Program Architect Mission Critical Support Innovation & Transformation Center Accelerators Advisory Services Packaged customized offerings to speed deployments with lower risk Strategic Projects

21. Our engagement model Success Managers/CSM Advisory Services Specialists Strategic Projects Global Resources Premier + Administration Services Success Webinars Accelerators Salesforce University Mission Critical Support 24/7 Support Personal Model – Choose this slide or previous

22. Introducing Circles of Success Circles of Success are small group clinics for Salesforce customers focused on adoption and best practices, hosted by Salesforce experts. Become a part of the Success Community today and join the Getting Started or Release Readiness chatter groups. Be sure to check out our Marketing Cloud and Data.com Circles! ● Execute a Well-planned Implementation ● Know Your Customer with Accounts & Contacts ● Sell More with Lead & Opportunity Management ● Increase Productivity with Activity Management ● Train End-users for Faster Adoption ● Getting Started with Salesforce Customizations ● Improve Customer Service with Reports & Dashboards ● Increase Sales Using Reports & Dashboards ● Chatter to Increase Employee Productivity ● Accelerate Adoption with Salesforce1 Mobile ● Manage Change for Small Business ● Weathering the Storm of Change Management ● Become a Data Management Rockstar ● Predict Sales with Forecasting ● Engage more Using Communities ● Transform Your Business with Automation GETTING STARTED GO FASTER GO FURTHER REGISTER NOW: HTTP://SFDC.CO/COS