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Snap-in Service to Web and Mobile Apps

Building help into any web or mobile app has never been easier! Learn about Snap-ins, the newest feature from Service Cloud Lightning, that provides companies with a unified SDK to integrate knowledge, chat, cases, and two-way video chat into any app. Dive into the new SDK for mobile and web apps and see how this can revolutions your company's in-app support experience.

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Snap-in Service to Web and Mobile Apps

  1. 1. Snap-in Service to Web and Mobile Apps A Peek Into The New SDK Mark Abramowitz, Vice President, Service Cloud @markabramowitz Amit Gosar, Lead Member of Technical Staff @amitgosar
  2. 2. Forward-Looking Statements 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. 3. “Make it relevant to me.” “Personalize it to me.” “I want it now.” Connected Customers Have High Expectations “I want it now.” Connected Smart Personalized Faster“Connect every part of my experience.” “Know what I want.”
  4. 4. The Future is All About Customer Experience “Customer experience has overtaken price and product as the key brand differentiator.” #1 Source: Customers 2020 Report Price Product Customer Experience
  5. 5. Now More Than Ever, Service Is Your Brand The distinction between products and services no longer exists
  6. 6. Companies Are Differentiating With Service faster case resolution 50% SOS Presses 1M Cases/Hour 10,000 Mobile Tax Returns 11M
  7. 7. Service Cloud Lightning Deliver a transformational customer experience with Service Cloud Connected Service Entire customer journey connected on one platform Faster Service Productive, happy agents with the right information at their fingertips Smarter Service Actionable insights & automation that drive customer satisfaction Personalized Service Instant, relevant service at every step of the customer journey
  8. 8. Personalized Service With Mobile Support Chat for Apps Instantly message with a support agent without leaving the app Knowledge for Apps Get the answers you need whenever you want, from anywhere Cases for Apps Create and monitor your cases from any mobile device Tap-to-call for Apps Live phone support from any mobile app with a single click SOS for Apps Live, personalized, interactive video support when you need it
  9. 9. Introducing Service Cloud Lightning Snap-ins An SDK for In-App Customer Service Integrated Support in Web Apps Unified SDK for Mobile
  10. 10. Easy to Use SDK for Mobile With full customization if need be Mobile First Contextual & Embedded Native performance (iOS & Android) Up and Running Fast Lightweight UI SDK abstracts complexity Easy to maintain Easy to Customize Out of the box experience Token system Full customization
  11. 11. Snap-in Service Demo A Peek Into the New SDK Amit Gosar, Lead Member of Technical Staff @amitgosar
  12. 12. Service SDK Architecture SOSKnowledge Cases Chat OAuth SmartStoreSmartSync Service Cloud SDK App-Specific code Salesforce Mobile SDK Common RestAPI Common Core Network Hybrid Security SalesforceMobileSDK 4.0 ServiceCloudSDK 1.0
  13. 13. Working With Your Admin Before You Start to Code Global Quick Action for case creation Community URL Connected App Settings (ID, Consumer Key, Consumer Secret, Redirect URI) Case List Name Case Configuration Knowledge Configuration Data Category Group name Root Category Name
  14. 14. Let’s Get to The Service SDK Demo 1 Connect your app with a few lines of code 3 Brand and personalize your app2 Add authenticated cases to your app
  15. 15. Questions
  16. 16. Get started today with the new Snap-ins SDK. Service Cloud booth on the second floor in the Village Contact your Salesforce account team
  17. 17. thank y u Mark Abramowitz, Vice President, Service Cloud @markabramowitz Amit Gosar, Lead Member of Technical Staff @amitgosar

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