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.

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. 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. “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. 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. Now More Than Ever, Service Is Your Brand
The distinction between products and services no longer exists

6. Companies Are Differentiating With Service
faster case resolution
50%
SOS Presses
1M
Cases/Hour
10,000
Mobile Tax Returns
11M

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. 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. Introducing Service Cloud Lightning Snap-ins
An SDK for In-App Customer Service
Integrated Support
in Web Apps
Unified SDK for
Mobile

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. Snap-in Service
Demo
A Peek Into the New SDK
Amit Gosar, Lead Member of Technical Staff
@amitgosar

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. 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. 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. Questions

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. thank y u
Mark Abramowitz, Vice President, Service Cloud
@markabramowitz
Amit Gosar, Lead Member of Technical Staff
@amitgosar