The Spring '12 release overview deck introduces enhancements to several Salesforce products. Data.com will include additional data fields imported from Dun & Bradstreet, including D-U-N-S numbers and NAICS codes. The Sales Cloud will add social accounts and contacts from YouTube and Klout, and improve forecasts and the Salesforce for Outlook integration. The Collaboration Cloud will enhance Chatter search, influence on profiles, recommendations, and its REST API.

1. Spring „12 Release
Overview Deck
Atlanta Area User Group
February 23, 2012

2. Introductions
Michele McMahon
Principal Customer Success Manager, Salesforce.com
 Principal Customer Success Manager,
Salesforce.com
• 20 Years Experience, including 8 Years
Salesforce.com Experience
 Experience with data.com, marketing automation,
lead generation, sales and marketing operations
Multiple Client-Side
Industry-Expertise
Implementations Experience
Dreamforce & Cloudforce
MBA Speaker: „07, „10, 11, „12

3. Introductions
Bert Reece
Manager, Marketing Operations, Hubwoo
Administrator with heavy emphasis on analytics and
business intelligence
Multiple Salesforce.com implementations
Lead Generation, Sales and Marketing Operations
Expertise
Certified Level II Administrator

4. Agenda: Spring ‟12 Release Overview
 Data.com Enhancements
 Sales Cloud Enhancements:
 Collaboration Cloud Enhancements
 Service Cloud Enhancements
 Analytics Enhancements
– Analytics Overview
– Customer Demo: Bert Reece, Hubwoo
 Force.com Enhancements

5. Safe Harbor 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 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 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 immature market in which we operate; our relatively limited operating history; our ability to
expand, retain, and motivate our employees and manage our growth; risks associated with new releases of our service; and risks
associated with selling to larger enterprise customers. Further information on potential factors that could affect the financial results
of salesforce.com, inc. are included in our registration statement (on Form S-1) and in other filings with the Securities and
Exchange Commission. These documents are available on the SEC Filings section of this Web site.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Any unreleased services or features referenced in this or other 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.

6. Data.com
Enhancements

7. Now Importing 14 more fields in Spring „12
Standard D&B fields added for Import support also added for
import existing fields
 Account source (as ‘Data.com’)  Account site
 D-U-N-S number* (leads/accounts)  Description
 NAICS code (6 digit)*  Fax
 NAICS description*  Ownership
 SIC description  SIC code (4 digit)
 Tradestyle*  Ticker symbol
 Year started*

8. What are the Enhancements to Data.com?
 Data.com now includes
data from Dun & Bradstreet
(D&B)
 Over 2.5million company
records from Data.com
include key data sourced
from D&B.
Additional D&B data
visible to users with
Corporate license
 Data.com Corporate
licenses provide additional
D&B account and lead data
beyond the basics.
Overview comes from
D&B for thousands of
account records

9. Sales Cloud
–
–
–
–
–

10. Social Accounts and Contacts
Additional Social Networks: YouTube and Klout
The Klout Score*
Measures influence based on your ability to
drive action. Every time you create content
or engage you influence others. The Klout
Score uses data from social networks in
order to measure:
• True Reach: How many people you
influence
• Amplification: How much you influence
them
• Network Impact: The influence of your
network
*source: http://klout.com/corp/kscore

11. Forecasts
In Spring ‗12 you can now do the following with Forecasts:
 Select your own date range to display in forecasts.
 Hover over a subordinates forecast detail and click Details to view their
forecast detail.
User
Configurable

12. Salesforce For Outlook
 Salesforce for Outlook is our next generation Outlook integration.
It’s easy to configure and simple to use.
 Spring ’12 focuses on end-user control with the following powerful new
features:
–Selective Data Sync
–End users can choose not to sync private contacts, events and tasks
–New Outlook category, Don’t Sync to Salesforce
–Create Case
–Admin can easily create and update email routing destinations for Outlook
–User can create a case from a list of up to 10 routing destinations with 1 click
–Added to Salesforce Category
–Emails added to Salesforce and cases created will have the category Added to
Salesforce applied for ease of search
–Add All Unresolved Email Addresses to My Unresolved Items
–All email unresolved addresses on an email added to Salesforce will appear in My
Unresolved items
–Email Domain Exclusion
–Exclude specific email domains from automatic email association (e.g. internal
domains)
 Start planning the conversions from Connect for Outlook.

13. Salesforce For Outlook: Selective Data Sync - Private
End user can Private events are
choose to excluded from sync
exclude private by default for new
contacts, event users. Upgrade
s and tasks users will need to
from syncing change their
Settings

14. SFO: Selective Data Sync - Category
Leverage existing
Visual display to Outlook
easily identify items infrastructure,
enabling users to
search and sort by
Category

15. SFO: Create Case End-user
+ =
Choose from up to
10 email-to-case
routing destinations
created by the admin
Select up to 10
emails to create
cases

16. Collaboration Cloud
– Chatter Search Enhancements
– Chatter Influence on Profiles
– Chatter Recommendations Enhancements
– Chatter REST API
– Additional Chatter Enhancements

17. Search
Smart Search:
 Only includes items used most frequently.
 Provides Results ordered based on the words searched and used the most.
 Allows you to pin specific objects to see what you want.
 Does not require Admin or End User setup.
Smart Search: http://www.youtube.com/watch?v=n0HLO4_d3Vg
Search
Chatter feed Set the “Exact
Refine search Phrase” and other
posts terms and search options.
again
Take a guided
Objects display tour.
in the order
that you
search/use the
most. Pin the
objects you
Corrected terms that do not
want at the top appear in the org‟s indexes
of your results. “Search All” to and therefore do not have
see objects that matches will not be shown
weren‟t selected to the user as spelling
for you.
correction.

18. Chatter Influence
Chatter Influence:
 Measures who is driving collaboration with their Chatter contributions.
 Gives users a score based on posts, comments and likes received.
 Displays a hovering score on the profile.

19. Chatter Recommendations
Recommended Popular File
Get started with Chatter,
one step at a time!

20. Chatter Recommendations
Merged “What To Do Now” widget (“WTDN”)

21. Chatter Recommendations
“More Like This”
“
“People Also Viewed” widget on file detail
page shows additional files that were often
viewed together with the current file.

22. Chatter: Bookmarks
Hover over any post to
easily bookmark it. Just
click on the bookmark
All bookmarks can be
icon
found in a “Bookmarks”
area of the Chatter tab
nav.
Decide to follow-up on
bookmark threads via
email notifications
Bookmarked posts will
show this icon. You can
click on it to un-
bookmark it.

23. Chatter: Share Posts
You can now easily share any
PUBLIC, TEXT and LINK/VIDEO posts
directly from the feed. Comments
are not carried over when sharing a
post.
In the Share dialogue,
you’ll be able to see
what the post will
look like and add your
own comments.
The resulting post will
contain a link back to the
original. The original poster
will also be notified when
you share their post

24. @mentions Single List
There’s no extra click to get to
find a user to mention
anymore. @mentions is now a
single list of people you
follow, everyone else, sorted
by best match first.

25. Service Cloud
– Chatter Answers
– Live Agent
– Case Feed
– Console Push Notifications
– Salesforce Knowledge Enhancements
– Additional Service Cloud Enhancements

26. Chatter Answers
 A pre-packaged Service Cloud portal application.
 Accessed publicly on your site and doesn‘t require login.
 A blend of community answers (crowd sourced), corporate answers (KB
Articles), and case management (Agents) into a unique feed for customers.
 Merges the search of Q&A from the community with the search of public
Knowledge articles to streamline and increase questions and cases deflection.
Unresolved
Question
Knowledge
Base (KB)
Articles
Resolved
Questions

27. Chatter Answers
Support Reps can:
Customers can:
 Reply, sort, filter, remove and escalate customer questions
 from the Service Cloud Console. Q&A, KB articles, and
Post questions and quickly access
receive crowd sourced feedback. Remove or
 Respond privately or publicly to a customer depending on the escalate a
 informationreputation by providing responses and popular
Build their in the post. post.
answers.
 Moderate and take action on the quality of the posts added by
 customers. to ensure quality of comments and feedback.
Flag posts
Certify
as best
reply.
Reply
within the
console.

28. Live Agent
 A way for you to communicate with customers via
your website, public knowledge base or Customer
Portal.
 A real-time, text-based chat channel that allows your
Match your
customers to contact your support agents instantly.
website‟s
Custom Place chat
branding
branding buttons
in
your chatanywhere
Save chat window
transcript
Real time Buttons are
customer dynamic
service based on
agent
availability
OFF-CYCLE RELEASE: Live Agent will be released outside of
the regular release schedule. See the release blog for specific
dates.

29. Case Feed
Important case
information stays at
the top of each page
in the highlights panel
Communicate with
customers, log calls,
write internal notes A list of case
and view case detail followers to see
from within the feed other agents who
are involved in
An Articles tool makes it resolving a
easy to search for and customer issue
Filter case
activities attach articles to a case
by type or email
Feed optimized for
case management
shows updates to a
case

30. Console Push Notifications
 Visual indicators that show a record has changed
 Show the most up to date information
 Available on a variety of objects and fields
Yellow
when a
record
changes Blue if it‟s
the last item
you viewed Bold and italic texts
indicates a field
specified by an
Administrator has
changed.

31. Bookmark-able URLs
Users can capture the URL for an
existing Sub Tab via the new link
icons

32. Push Notifications: List Views
Spring „12
GA
Push Changes to Agents when relevant records
are Modified—no need to manually refresh a List
View
Avoid time wasted viewing or drilling down on
stale rows of records

33. Push Notifications: Detail Pages
Spring „12
GA
Immediately Notify Users that the
records they are viewing have
been updated by other Users
Eliminates time wasted viewing
or editing stale information

34. Mobile
Enhancements

35. Mobile
 Salesforce Mobile Software Development Kit (SDK) is Generally Available
for iOS and Android!
– Native OAuth implementation.
– REST API Wrappers with transparent token management.
– App Containers for accessing native device functionality from HTML5 apps
 Chatter Push Notifications
– Help you stay aware of important chatter notifications.
– Alerts that Chatter sends that show on the BlackBerry home screen.
– Notify users if someone posts on the user‘s profile, mentions the user in a
post, comments on the user‘s post, sends the user a message, and more.
CUSTOMER IDEA: Chatter Push Notifications was submitted by
a customer via the Idea Exchange.

36. Mobile Updates
Salesforce Mobile Dashboards
Now you can access your Salesforce dashboards and their source reports from your iPad! Salesforce
Mobile Dashboards keeps you in touch with your organization‘s data, performance, and trends, whether
you‘re in the office or on the road.
http://itunes.apple.com/us/app/salesforce-mobile-dashboards/id457642972?mt=8
Salesforce for iPad
Salesforce for iPad is a free, unofficial, unsupported, open-source app from Salesforce Labs. It's the
easiest way to browse your apps, tabs, and records in any Salesforce environment. Create, edit, clone,
and delete standard and custom records. Supports every page layout, every field, every related list,
every GE thru UE org.
http://itunes.apple.com/us/app/salesforce-for-ipad/id458454196?mt=8
Salesforce CRM for Android
Get instant access to your Salesforce information on your Android devices (Smartphone and Tablet).
Now with edit and create!
https://market.android.com/details?id=com.salesforce.crm&hl=en

37. Analytics
Enhancements &
Customer Demo
• Analytics Edition
• Dashboard Filters Enhancements
• Additional Analytics Enhancements

38. Analytics Edition
Bucketing gives you on-the-fly segmentation and filtering
based on custom data groupings you create in your report
rather than the data model.
Cross filters help you perform sophisticated analysis and
exception reporting.
Joined reports let you create and run reports containing
data from different objects.
More scheduled reports, scheduled dashboard
refreshes, dynamic dashboards, and analytic
snapshots.
NOTE: Analytics Editions is a paid add-on product for PE with a
fee for all the users in the org and included in EE, UE,.

39. Additional Information about Bucketing
With Bucketing:
 Quickly categorize report records without creating formulas or
custom fields.
 Define multiple categories (buckets) to group report values.
 Sort, filter, and group your report, just like any other field.
 Add up to five bucket fields per report, each with up to 20
buckets.

40. Key Capabilities – Numeric Bucketing
Create a new
bucket field for
Deal Size
Create ranges and
name these ranges
accordingly

41. Key Capabilities – Picklist Bucketing
Create a new
bucket field for
Verticals
Create new
buckets for each
vertical and move
industry values
into new buckets

42. Key Capabilities – Text Bucketing
Create a new
bucket field for
Strategic
Accounts
Search for text
values to bucket
Create new
buckets

43. Additional Information about Cross Filters
With Cross Filters:
 Specify inclusion or exclusion of records using a WITH or
WITHOUT condition.
 Apply cross filters by themselves or in combination with
field filters.
– Filter logic only applies to field filters—not cross filters.
– Create up to three cross filters per report.
– Add up to five subfilters for each cross filter.

44. Additional Information about Joined Reports
With Joined Reports
 Easily view different types of activities and information in a
single report.
 Combine data from multiple standard or custom report types
– Add report types to a joined report if they have relationships
with the same object or objects.
 Add report blocks to your reports to create multiple views of
your data.
CUSTOMER IDEA: Joined Reports was submitted by a customer
via the Idea Exchange.

45. Dashboard Filters
Spring ‗12 dashboard enhancements include:
 Three filters per dashboard
 Filters for dynamic dashboards
 Post snapshots of filtered dashboards to Chatter
 Additional operators available on dashboard filters
– Between operator to filter on ranges of values
 Support for filters on additional fields

46. Report & Dashboard Enhancements
 ―Recently Viewed‖ for Dashboards
New Dashboard Category:
Recently Viewed
 Change to Filters
and Filter Logic
Prompt to update
filter logic after
removing filter
Plus…
 Drag-and-Drop Report Filters
 Up to 20 field filters on a report (increased from 10)

47. Dashboard View Page Redesign
Click on Add Filter to
create a dashboard
filter
Finder, action buttons,
Auto-follow enabled
for dashboard creator refresh message and
“Viewing As”
running user info on
Label, Filters on
the same line
dynamic
dashboards.
3 filters, all field types,
all operators including
between operator
*Edit Page Change: Add Filter link is now a button

48. Additional Analytics Training
Additional Analytics Training
https://salesforce.adobeconnect.com/_a13852757/spring12analytics/
Bucketing in Reports
http://www.youtube.com/watch?v=QFYEtBtLHG4
Creating Joined Reports
http://www.youtube.com/watch?v=BGOkixtzv7s
Dashboards
http://www.youtube.com/watch?v=kAjo55U0Cws&feature=related

49. Force.com
– Force.com System Overview Page
– Visual Workflow Enhancements
– Standard Cross-Object Field Updates
– Global Search Enhancements
– Visualforce Enhancements
– Additional Force.com Enhancements

50. Sandbox
New retention policy to optimize server capacity
 Un-activated sandboxes that are 30 days old will be deleted.
– At least 3 notifications will be sent prior to scheduling the sandbox for
deletion.
 Locked sandboxes that are 30 days old will be deleted.
– At least 3 notifications will be sent prior to scheduling the sandbox for
deletion.

51. What is the Force.com System Overview Page?*
 A place to see
important usage
data and limits in
your organization.
Drill into each
 See messages
item for details that alert you
when you reach
95% of your limit.
Link to Checkout
to purchase more

52. Schema Builder*
 Create and Edit custom objects, fields, and relationships.
 Drag-and-drop elements into the schema.
Drag and Drop
new fields onto
the canvas
Double Click on
custom fields to
edit them

53. Visual Workflow (included FREE in EE, UE starting Spring ‗12)
Create and automate business process in
the cloud, without any code!
Use Visual Flow to build apps that
allow users to:
Navigate a series of screens
Create branching logic
Embed business rules
Query/update Salesforce.com data
Call out to external web services.

54. Visual Workflow: Cloud Flow Designer is Generally Available
Deploy, Run & Test instantly
Canvas to sketch
out your process
also creates and
runs your flow
Palette of elements which
you can drag and drop on to
the canvas

55. Workflow
Cross Object Workflow- Field updates across standard objects
 Opportunity to Account
 Opportunity Line Item can update Opportunity
 Order Item can update Order
 Custom objects can update standard objects
Re-evaluate Workflows
Field updates can
re-trigger
Workflow Rules
CUSTOMER IDEA: Cross Object Workflow was submitted by a
customer via the Idea Exchange.

56. Siteforce
Repeater and Repeater elements let you connect to
standard and custom objects, retrieve data, and dynamically
display it on your site‘s pages.
Data tables allow you to connect to, filter, and retrieve
data on custom or standard objects and display the data
on a page.
Perform and display calculations on results returned form
standard and custom objects on a page with Data
Functions.
Allow guests to view data from standard or custom objects on
a site page and control data access on a per-site basis with
Data Access Permissions

57. Siteforce (cont.)
Create web-to-lead forms, capture customer details, or gather
feedback on your products or services using Siteforce
Forms.
Folder management features allow you to organize your site
content.
URL redirects inform users and search engines that site
content has moved.
The import, export, and duplicate site features save time
and money, because you can reuse all or parts of existing
sites.

58. Siteforce (cont.)
Partial publishing let‘s you publish selected items only. This
speeds up publishing, especially if you have a large site.
<HTML Publishers can add custom HTML attributes to pages and
attribute> page elements, which are rendered on the HTML tag of the
page element.
As a publisher, you can now set a page‘s doctype property
to HTML5, and take advantage of several semantic HTML5
elements that describe the content they contain.

59. Additional Siteforce Enhancements*
 Overview tab is reorganized for publishers and contributors.
 Sites is now Siteforce in the App picker. Open recently
accessed sites.
Open, create, d
Exit Siteforce
uplicate sites.
Studio
exit Siteforce
Studio.
Import assets
Import assets,
or preview the
preview or
site in a
publish
browser
Select aaview changes.
Select view window
(Site pages,
(Pages, style
assets, all
sheets, site
content, recent View its
config, View its
contents.
changes).
templates… contents

60. Database.com*
 Schema Builder Enhancements
 Developer Console Enhancements
 Security Enhancements
 Sharing Enhancements
 Apex Code Enhancements
 API Enhancements
 Sandbox Policy Changes
 Additional Database.com Enhancements

61. Contact Me
Michele McMahon
Michele McMahon,
Principal Customer Success Manager, Salesforce.com
Principal Customer Success Manager
404.229.8890
mmcmahon@salesforce.com
MicheleMcMahon123
Michele_McMahon
MicheleMcMahon123

62. Contact Me
Bert Reece
Michele McMahon,
MarketingCustomer Success Manager
Principal Operations Manager, Hubwoo
404.626.2889
breece1277@gmail
Bert Reece