The document discusses a presentation on Salesforce Knowledge, focusing on empowering customers and agents through relevant content and tools. It highlights features like article contribution, integration with Chatter, and advanced analytics to enhance customer service. It also contains a safe harbor statement regarding forward-looking statements related to potential risks and uncertainties for Salesforce.com, Inc.

1. Salesforce Knowledge: How to Empower
Your Customers and Your Agents
Eoin O'Neill, Wonga, Salesforce Lead
Mike Jones, EMC Mozy, Business Systems Analyst
Francois Lopitaux, Salesforce.com, Director, Product Management

2. Service Cloud Keynote
Come see the future of connected customer service.
Alex
Bard
JoAnna
Sohovich
John
Moses
Stephanie
Bendrick
Patrick
Cheeseman
SVP, Service Cloud
Global President,
IAR Division
VP, Global
Customer Care
VP, Client
Relations
Head of
Customer Support
Wednesday, November 20
10:30 a.m. – 11:30 a.m.
Moscone Center South
Main Keynote Room
WIN 1
OF
iPAD M 50
INIs

3. 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.

4. Francois Lopitaux
Director, Product Management
@flopitaux

5. Do Not Underestimate the Power of Knowledge!

6. World’s #1 Customer Service Channel

7. How Do I Create Relevant Content?
Assisted
Self-Help
Community

8. Salesforce Knowledge Empowers Agents & Customers
Empower
Agents
•
•
•
Push relevant articles at the right time
Article contribution embedded in case resolution process
Recognize and reward contributors
Empower
Customers
•
•
•
Expose articles on any device
Fully integrated into Chatter Answers
Convert best answer to new article

9. Knowledge Pricing: NEW in Winter ’14
“This is very good news…This now opens the door
for our KB to excel!”
-- Todd, VP Worldwide Technical Support, Telogis
Access to Knowledge
is included in Sales
Cloud / Service Cloud
Todd
EE CRM licenses and
above
Devra
“Just had a discussion about this ‘problem’ this
week. So glad to be able to go back to the team
and say a solution is on its way!”
-- Devra, PMP, Knowledge Mgt. Leader

10. Eoin O'Neill
Salesforce Lead
@thegogz

11. Demo

12. Mike Jones
Business Systems Analyst

13. Francois Lopitaux
Director, Product Management
@flopitaux

14. Demo

15. Knowledge1
Knowledge1 Widget/Footer
Bring all the capabilities of Knowledge at your fingertips
External Sources
Search multiple repositories
Tribal Knowledge
Everybody is a contributor
Share Articles in One Click
Easily share article content
Advanced Analytics
More detailed user analytics

16. Bring the Search Experience to the Next Level
Keyword Auto-Suggestion
Help find the right questions to ask
Article Title Auto-Suggestion
In one click access the right article
Suggested Knowledge
Get the best articles based on case information
Highlighted Article Extract
Know in one look which article is the right one
Intent Analysis
Switch from OR search to AND/OR with NLP
Topics Identification
Get smarter search

17. Self-Service Mobile
Public
Knowledge
Base for Mobile
Mobile SelfService

18. Service Cloud Self-Service Studio

19. Eoin O'Neill
Mike Jones
Francois Lopitaux
Wonga.com
@thegogz
EMC Mozy
salesforce.com
@flopitaux