The First Call Deck is a guided toolkit in Salesforce Service Cloud designed to empower agents to resolve customer inquiries efficiently on the first interaction. It includes pre-defined workflows, knowledge articles, and quick actions tailored to common service scenarios. By streamlining access to relevant information and tools, the First Call Deck helps reduce handling time, improve first contact resolution rates, and enhance overall customer satisfaction.

1. Blaze a New Trail to Service
Transformation
With Service Cloud, the world’s #1 Service Platform
email@salesforce.com, @twitterhandle
Presenter Name, Title of Presenter

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Forward-Looking Statement

4. 1700s 1800s 1900s Today
1st Industrial Revolution
Steam
2nd Industrial Revolution
Electricity
3rd Industrial Revolution
Computing
4th Industrial Revolution
Intelligence
Fourth Industrial Revolution

5. Drive Customer Success
in the Fourth Industrial Revolution
Customer
Innovators
Technology
Disruptors
Global
Shapers

6. Customer Success Platform
for the Fourth Industrial Revolution
#1
B2C & B2B
Platform
MARKETING
Deliver personalized consumer
engagement at scale
SERVICE
Drive service transformations
SALES
Transform sales from
lead to cash to loyalty
COMMERCE
Intelligent, unified shopper
experiences across any channel
INDUSTRIES
World’s #1 CRM reimagined
for your industry
COMMUNITIES
Customer, partner, and employee experiences
COLLABORATION
Quip team collaboration platform

7. For Customer Service, It’s HardTo Help
With So Many Competing Priorities

8. Transform Service and Deliver Customer Success
Connected Service
Most complete, extensible, and agile platform
Personalized Service
Contextual, omnichannel support experience
Intelligent Service
Service at scale with actionable analytics & Einstein AI
Empowered Service
Unified, 360-degree view and next-gen productivity tools
and skills for all employees
PILOT
Service Cloud
Mobile App
Einstein Vision
Lightning Service Console
Service Cloud

9. Name of Trailblazer
Title, Name of Company
World’s #1 Service Platform
Transform service and deliver customer success
Source: Salesforce Customer Relationship Survey conducted 2014-2017 among
7,000 customers randomly selected. Response sizes per question vary.
Digital Engagement
Make service seamless across messaging,
social, web, and in-app channels
Self-Service
Deliver a completely connected
self-service experience
Customer Service
Transform service with the world’s
most complete and agile platform
AI for Service
Scale support with intelligence for
customers, agents, and managers
Service Analytics
Empower managers with deep,
actionable insights and reporting
Field Service
Connect field operations to the
business with a next-gen
mobile experience
+32%
customer
satisfaction
Salesforce Essentials
Out-of-the-box, easy to use
Service solution for SMB
NEW

10. Customer Service
Transform service with the world’s most complete and
agile platform

11. Lighting Service Setup
Case Management
3rd Party Data Integration
Macros
Next-Gen Service with Service Cloud Lightning
Customer Service
SLAs & Entitlements
Knowledge
CTI Integration
Workflows &
Approvals
Custom
Reports
Omni-channel
Routing
Lightning Service Console
Omni-channel Supervisor Kanban Case View Analytics
Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 7000+ customs randomly
selected. Response sizes per question vary.
Faster Case
Resolution
+31%

12. Legacy product left business units largely siloed
Existing model was reactive, transactional and
manual
Case resolution required multiple touchpoints
“Customer support has become
a key differentiator, and
Salesforce helps us stay ahead
of the competition.”
Kimberly Garbarino, Sr. Director Global
Strategy & Operation, Dell EMC
Transforming from a product centric to a customer
centric ecosystem
Delivering proactive and predictive support with
Service Cloud
Leveraging automation for increased
personalization
Simplifying processes to minimize touchpoints
resulting in faster case resolution
Challenge Solution
Service Cloud
50%
improvement in
acceptance rate
25%
increase in knowledge
base utilization
20%
reduction in average
handle time
Dell EMC Transforms the Customer Experience with
Seamless Support

13. Service Cloud Essentials
Bringing the world’s #1 service platform to every small
business
Introducing

14. Service Cloud Essentials
​Start instantly
Interactive, in-app tutorials & setup assistant
Help customers faster
360° customer view & productivity tools, on any device
Scale as you grow
Customizable platform you’ll never outgrow
Bringing the world’s #1 service platform to every small business
Customer Service
Service Cloud Essentials
Mobile App
Service Cloud Essentials Interactive Walkthrough
NEW

15. Self-Service
Deliver a completely connected self-service
experience

16. Deliver a Completely Connected Self-Service Experience
Easily embed business process from any system
Create simple, guided experiences with Lightning Flow
Provide intelligent service for every customer
Recommend relevant content, answers and experts
Build engaging experiences fast
Quickly build and deploy with Lightning Community
Builder
Source: Forrester Total Economic Impact of Salesforce Community Cloud on Customer Community
Case Deflection
50%
Self-Service Community
Customer Community
Customer Portal
Self-Service
Portals and communities built on the world’s #1 CRM Platform

17. athenahealth Aligns Teams and Delivers a Single
Source of Truth
Inconsistent customer data
Labor intensive Excel, no connection to data
Lack of visibility into pipeline
No intelligence from the data
“Wave makes life easier by
providing more access to
information in the moment.”
Angus Lindsay, Director, Enterprise
Technology
One system with single view of customer
Alignment across various departments
Trending and visibility into pipeline
Trust & Security built natively in the platform
Challenge Solution
75%
Salesforce usage
company wide
Service Cloud
Community Cloud
Marketing Cloud
Sales Cloud
Einstein Analytics

18. Digital Engagement
Make service seamless across messaging, social,
web, and in-app channels

19. Complete engagement
Engage with customers on any messaging,
web, or mobile channel
Consistent service
Satisfy customers by creating a consistent
service experience across channels
Connected to the #1 CRM
Drive agent productivity with a unified customer
view and omnichannel workspace
Seamless Service Experience with Digital Engagement
Lightning Service Console
Digital Engagement
Source: Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016
LiveMessage Social Customer Service, Mobile Snap-ins,
Knowledge, Live Agent, SOS
of service interactions
are digital
42%

20. “Gathering feedback and
engaging with our customers is
made possible with
Salesforce.”
Viktor van der Wijk, Director Digital Marketing,
AirFrance KLM
KLM Soars Over the Industry with Social Marketing,
Apps, and Service
Management of 45,000 social mentions per
week in 11 different languages
Personalization for customers in the 67
countries around the world where KLM flies
Better engagement with customers and a way
to collect direct feedback
Expanding bandwidth with Social Studio to
handle 75,000 social mentions weekly
Building custom mobile app in Heroku for
responsive feedback and ratings
Connecting app to social and Service Cloud to
help passengers check in and get flight updates
Tying social interactions to the customer record,
providing holistic view of the customer
Challenge Solution
Service Cloud
Marketing Cloud
Platform
23min.
Average response time,
compared to 1 week
previously
66%
Increase in responses to
social mentions

21. AI for Service
Scale support with intelligence for customers,
agents, and managers

22. Scale Support with AI for Agents and Customers
Deflect top requests
Qualify & resolve routine customer requests with
Einstein Bots
Accelerate case resolution
Automatically understand, predict fields, and
triage cases with Einstein Agent
Make self-service effortless
Put the right answers into your customers’ hands
the first time with Einstein Answers for Customer
Communities
Einstein Bots
Einstein Agent
AI for Service
PILOT
Built on the world’s #1 CRM Platform

23. Hulu Provides an Engaging Viewer Experience at
Massive Scale
Rapid growth: 98% increase in average daily
signups in 6 months
47M unique users to support -- need to deflect
repetitive viewer inquiries
Viewer Experience Advocates struggle with
multiple screens to answer each inquiry
“With Service Cloud, we can
stay focused on viewer
engagement.”
Karen Van Kirk, Vice President, Viewer
Experience
Personalized self-service on Hulu Help site with
robust Knowledge articles
360° omnichannel view, help site, chat, phone,
social customer service, app stores
Future vision to scale viewer engagement with
Einstein bots and business flows
Challenge Solution
Service Cloud
Community Cloud
47M
total unique viewers
360°
omni-channel views

24. Service Analytics
Empower managers with deep, actionable insights
and reporting

25. Empower Service Managers with Deep, Actionable Insights
Gain business insights at a glance
Know where to focus and manage resources with pre-
built dashboards
Uncover trends deep in the data
Automatically analyze data & patterns and get
actionable recommendations with Einstein Discovery
Access insights from anywhere
Engage with service data on the Service Analytics
Mobile App
Service Analytics
Mobile App
Service Analytics Dashboard
Service Analytics
Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 7000+ customs randomly selected.
Response sizes per question vary.
Business User Productivity
+31%

26. “It’s much easier for people to
get the information they need
— before it was laborious and
now it’s just much more
streamlined.”
Tim Langley-Hawthorne, SVP, Global
Operations and Technology
Western Union Increases Company Wide Visibility
with Salesforce
Abundance of inconsistent customer data
No centralized view of customer profiles
Disparate data sources throughout company
Time consuming and inaccurate reporting
Improved customer service efficiency
Consistent data company-wide
Managers can easily identify problem areas
Actionable insights at the point of discovery
Challenge Solution
Service Cloud
Einstein Analytics
25
Call centers with
improved efficiency
40%
reduced handling time
with certain case types

27. Field Service
Connect field operations to the business with a next-
gen mobile experience

28. Transform Customer Service from the Phone to the Field
Connect field operations seamlessly to your business
Elevate work order and entitlement management with CRM
Intelligently schedule and optimize resources
Automate appointment booking and resource scheduling
Deliver a cutting-edge, offline-first mobile experience
Empower mobile employees with easy-to-use apps
Power proactive service with the platform
Take instant action with IoT data and service analytics
Field service on the world’s #1 service platform
Einstein Vision Android App
Dispatcher Console
Field Service

29. Hologic Gets the Right Technician Onsite for Quick
Case Resolution with FSL
Data was stored in disparate systems
(Oracle/Siebel) and difficult to locate
Difficult to tell a complete customer story across
sales and service due to silos
Dispatch was via offline excel spreadsheet
which was time consuming and inaccurate
“With FSL we have improved first
time fix rate, ensuring our
systems are available to continue
improving women’s health
globally.”
Jessica Kennedy, IS Business Analyst, Hologic
Install base, contract management and service
history tracking improved
Service Cloud enables seamless Sales to
Service handoff
Now have a single view of the customer, and
can display consumable and actionable data
FSL and automated dispatch ensures best
technicians arrive quickly and informed
Challenge Solution
Service Cloud
Sales Cloud
25%
of revenue is
generated by service

30. Service Cloud &
Salesforce Platform

31. The Salesforce Platform Drives Value for Service Cloud
Scale and tailor any
service process
Integrate, connect and
extend service
Build with trust and
security
No maintenance, all
innovation
Name of Trailblazer
Title, Name of Company
Code
Easy
No-Code
B2C
Low-Code
B2B
Automatic
Upgrades
Open

32. “Salesforce helped us simplify
our process and empower
team members to resolve calls
faster.”
Mel Greene, Vice President, Technical
Operations & Support
CareFirst Delivers Exceptional
Member & Provider Service
Unable to connect across customer service,
claims and sales departments
No central view of the customer, reps had to
use multiple different systems to gather info
Claims department relying on manual process
and was unable to receive feedback
Created unified console for sales, service and
claims integrating 8 systems
Enabled two-way integration into FEP claims
system to decrease resolution time for claims
Increased efficiency and satisfaction for
members, providers and employees
Challenge Solution
Service Cloud
Platform
25%
faster case resolution

33. World’s #1 Service Platform
Transform service and deliver customer success
Service Cloud
+32%
Customer
Satisfaction
Source: Salesforce Customer Relationship Survey conducted 2014-2017 among 7,000
customers randomly selected. Response sizes per question vary.
Digital Engagement
Self-Service
Customer Service
AI for Service
Service Analytics
Field Service

34. 2012 2013 2014 2015 2016 2017 H1
Salesforce. #1 in Customer Service
Worldwide customer service applications 2017 market share by IDC
10.6%
9.5%
37.5%
Source: IDC Worldwide Semiannual Software Tracker, October 2017.

35. Salesforce Continues Leadership in Customer Engagement
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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research
publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any
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Magic Quadrant for CRM Customer
Engagement Center
April2017
Analyst(s): MichaelMaoz, Brian
Manusama
9 Years
in a row
A L E A D E R

36. Service Cloud Platform Drives Customer Success
Customer
Retention
+ 30%
Agent
Productivity
+ 32%
Faster Case
Resolution
+ 31%
Average Percentage Improvements Reported by Salesforce Customers
Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected.
Response sizes per question vary.
in customer
satisfaction
+32%
Decrease in
Support Costs
25%

37. Service Cloud Keeps Getting Better
We release 3 times a year, these are our top innovations from the latest release
Digital Engagement
Social Conversations Component
Customizations for Web Snap-ins
Self-Service
Case Deflection Tracking
1:1 Community Journeys
Customer Service
Mass Quick Actions in Lightning Experience
Omni-channel Setup Flow
Pinned Workspace Components
AI for Service
Einstein Bots
Service Analytics
Report Builder in Lightning Experience
Einstein Discovery Dataset Creation
in Data Manager
Field Service
Return Order Management
Crew Scheduling
Guided Setup
Austin Buchan
CEO, College Forward
Check out our release site for more

39. Service Cloud
Customer Stories

40. “Customer care is embedded in
everything we do with
customers.”
Jennifer Hall, SVP & Chief Customer Care
Officer
Intuit Increases tNPS 29 Points with
Personalized Service
Agents had to toggle between different screens
to gather customer information
Multiple legacy systems with poor usability
Lack of flexibility to modify the system or adapt
to changing business needs
Engage customers with SOS mobile video chat
in TurboTax App
Agents have immediate access to customer
information to close cases faster
Salesforce as an agile front-end layer to
integrate 17 systems down to 2
Challenge Solution
Service Cloud
50%
faster case resolution
Please delete orange before using with a customer. Good Customer story for Customer Service & Digital Engagement.

41. National Instruments Migrates to Lightning
Knowledge for Improved Agent Experience
Improvement to support experience for
customers was a priority
Support agents were relying on multiple, non-
integrated, difficult-to-use tools
KB and email support were on 20yr old Lotus
Notes system, soon to be unsupported
“With Lightning Knowledge we
are leveraging best practices to
provide a consistently
improved customer
experience.”
Heather Graham, Sr. Business Analyst,
National Instruments
Service Cloud provided an integrated support
platform with regular updates
Improved and centralized agent experience for
knowledge, case management, and
collaboration
Ability to follow KCS (Knowledge Centered
Service) best practices
Improved customer experience on ni.com
Challenge Solution
Service Cloud
165K
service requests
per year
38K
knowledge articles
6.8M
knowledge views
per year
Please delete orange before using with a customer. Good Customer story for Customer Service & Lightning.

42. Autodesk Improves Customer Response Time with
Integrated Solution
Inbound customer inquires require extensive
understanding of complex systems
Rising case volume resulted in long queue of
cases and resolution time of up to 1.5 days
Increasing traffic called for a new solution that
was faster, effective, and cost efficient
“With this integrated solution we
are resolving cases faster and
more efficiently than ever
before.”
Gregg Spratto, VP of Operations, Autodesk
Autodesk develops AVA (Autodesk Virtual Agent)
with IBM Watson and Community Cloud
Customer asks question in natural language and
Watson understands intent
AVA returns high-confidence answers quickly,
reducing resolution time
AVA transfers complex inquiries to human agent
via Live Agent case transfer
Challenge Solution 99.8%
decrease in resolution
time
Service Cloud
Community Cloud
40,000
conversations per
month
80%
average CSAT
Please delete orange before using with a customer. Good Customer story for Self-Service & Digital Engagement.

43. “Salesforce is helping us to
create a customer centric
environment, servicing
customers where and when its
convenient for them.”
Scott Dresser, Director of Customer Experience,
Republic Services
Republic Services offers Support on the Channels
Customers Prefer
Valued providing a multitude of channels on
which customers could seek support
Wanted to continue to create a customer
centric environment through service channel
Sought to automate tasks for simple cases to
increase efficiency
Added web chat and SMS support channels
with Live Agent and LiveMessage
Using keywords to deflect simple cases, and
decrease case resolution time
Leveraging Field Service Lightning to provide
holistic view of customer in the field
Challenge Solution
Service Cloud
4X
case handle volume
with Live Agent chat
Please delete orange before using with a customer. Good Customer story for Digital Engagement & Field Service.

44. Activision Supports Gamers with Mobile Messaging
Wanted to offer better support to millennials
Lacked ability to support via mobile channel
where 50% of requests originated
Needed to broaden the help space, specifically
for mobile support
“We need to interact with
customers in the ways that
work best for them.”
Tim Rondeau, Sr. Director, Customer
Care
Implemented LiveMessage for pilot group of
segmented customers (VIPs)
Seamless & efficient support via SMS
Exclusively using digital support channels
Challenge Solution
50%
Shift in requests from
email to SMS channel
90%
Overall CSAT with SMS
support
6X
more cases
supported with
SMS
Service Cloud
Marketing Cloud
Please delete orange before using with a customer. Good Customer story for Digital Engagement.

45. LegalZoom Uses Omni-Channel to Increase
Payment Issue Resolution
Lacked ability for agents to get next “best” lead
to increase conversion and revenue
Required to track activity and interaction with
customer – attribution and lifecycle
Needed a solution that reduced overall effort of
manual processes to get leads
“With Salesforce we have
complete visibility into the
entire customer lifecycle and
can track all of our touchpoints
along the way.’”
Sham Telang, CTO, legalzoom.com
Automated routing/assignment of orders based
on the revenue via Omni-Channel
Tracking touchpoints for case resolution within
Salesforce
Leveraging Data Structure, and enhanced new
field updates to gain maximum return
Challenge Solution
Service Cloud
155%
increase in revenue
after first month
15
Users onboarded and
using platform in 3
weeks
Please delete orange before using with a customer. Good Customer story for Customer Service & Digital Engagement.

46. Scaling Customer Service, Improving CSAT
Mobile-first business stuck with phone/e-mail
customer service
Rapidly growing company where current
processes and systems weren’t scaling
Wanted to improve customer experience and
respond to order issues in real-time
“Live Agent chat enables
DoorDash to provide excellent
customer care at a low cost”
Ruby Kandah, Director of Tools & Systems,
DoorDash
Previous Service solution was in a silo; Live
Agent has full Salesforce CRM
Over half of their service volume immediately
migrated to chat
Agents were able to handle multiple chats at
once, driving productivity
Challenge Solution
Service Cloud
3:1
Ratio of chats:calls an
agent can manage
11%
fewer dropped chats
than calls; faster
resolution
+26%
CSAT uplift for Chat
customers
Please delete orange before using with a customer. Good Customer story for Digital Engagement & AI for Service.

47. Coherent Improves First Time Response with Field
Service Lightning
Technicians were disconnected in the field,
lacking real-time access to customer data
Legacy solution left sales and service in silos,
resulting in a disjointed customer experience
Support center needed better visibility to activity
of deployed technicians
“With Field Service Lightning,
our technicians spend more
time serving the customer than
managing the system.”
Ron Zielinski, VP of Global Service,
Coherent
Coherent enables agents to deliver faster and
more personalized service with FSL
Scheduling and dispatcher console increases
productivity and improves CSAT
Field technicians are leveraging data in Field
Service App to improve first time fix rate
Support agents upsell customers based on
order history, driving revenue
Challenge Solution
Service Cloud
Please delete orange before using with a customer. Good Customer story for Field Service.

48. “With Social Studio + Service Cloud, we
have greatly increased the volume we
are able to work while having reduced
our average response time by several
hours.”
Christy Gibson, Senior Technical Analyst
FedEx Ships Enterprise-Level Social Customer
Service at Scale
<10 min.
average first
response time
172
employees using
Salesforce for Social
Customer Service
24/7
support
Social media volume outgrowing the customer
care team
Expectation for faster customer service
response time.
Create a seamless experience while serving
multiple countries & multiple social media
accounts.
Leveraging Social Studio Automation Engine to
surface posts and assign to appropriate agents
by geography or service type
Implementing automation rules resulting in
faster Service Level Agreements
Powerfully combining Social Studio’s
Automation capabilities and Service Cloud to
measurable results & happy customers
Challenge Solution
Service Cloud
Marketing Cloud
Please delete orange before using with a customer. Good Customer story for Digital Engagement.

49. Service Cloud & GDPR
Accelerate GDPR readiness with Service Cloud

50. EU General Data Protection Regulation (GDPR) Effective May 25, 2018
Customers Demand to Have Control Over Their Data
Overhaul of EU Privacy Laws
Effective on May 25, 2018
Replaces Patchwork of National Laws
Single set of rules across the EU
Increased Scope and Global Reach
Applicable to EU companies and certain non-EU companies interacting with EU data subjects
Increased Individual Privacy Rights
Expanded control over personal information
Transparency and Accountability
Increased penalties: up to 4% of worldwide annual turnover

51. GDPR readiness means you can focus on the customer experience
Deliver Personalized Service That Customers Can Trust
Service Cloud Mobile App
Lightning Service Console
Consent
Custom objects and fields provide for richer consent regimes and
intent
Right to be forgotten
User objects can have their fields nullified or anonymized and be
deactivated to prevent further @-mention and use
Restriction of processing
Individual object can be used to store intent and trigger action.
Upon receiving a verified request to restrict processing records
can be identified, exported, and deleted
Data portability
Both end-user facing and API-driven options are available
including - Reports, Dashboards, API, Data Loader and more

52. Learn more about how we can help
GDPR Resources
● salesforce.com/campaign/gdpr
● Trailhead
● Data processing addendum
● Whitepapers