Salesforce launched Lightning Experience in 7 steps: 1. Communicating the plan months in advance via a Lightning Chatter group and emails. 2. Analyzing users and their usage to determine who could transition early versus later. 3. Selecting early adopters from diverse roles to help implement and provide feedback. 4. Gaining executive participation to drive adoption by aligning with company priorities. 5. Providing transparency about changes to workflows and where to find features. 6. Ensuring flexibility by clearly instructing users how to switch back to Classic. 7. Using the Lightning Chatter group for users to ask questions and provide feedback.

1. How Salesforce Launched
Lightning in 7 Steps
May 24, 2017

2. Today’s Speakers
Rebecca Saar
Admin Marketing
@RebeccaSaar
Jordan Mangini
Sr. Systems Specialist
@JordanMangini
Gillian Bruce
Admin Evangelist
@GillianKBruce
Evelyn Kruskopf
Associate Systems
Specialist

3. 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.

4. Get Social with Us!
@SalesforceAdmns
#AwesomeAdmin
Salesforce Admins
Salesforce Admins
Salesforce Admins

5. Watch the Recording
The video will be posted to
YouTube & the webinar
recap page: bit.ly/aw-
launchlightning
This webinar is being recorded!

6. Download the Admin’s Guide
Download here: bit.ly/lightningadminguide
How Salesforce Launched Lighting
in 7 Steps

7. Admins Followed these 7 Steps to Roll Out
Lighting Experience

8. ​ Admins at Salesforce
communicated about the plan,
its objective, and the timeline
months in advance using:
• Lightning Chatter Group
• Regular Email Updates
1. Communication

9. Tips for Communicating
Publish communications in different
channels:
• Email & Chatter
• Company newsletter
• Company town halls or all-hands meetings

10. 2. Analysis
​ We looked at the whole population of users, specific features they were using,
and their level of Salesforce usage.
• Light and intermediate users could be moved early on
• Heavy users could be moved to the new interface toward the end of the
rollout

11. Tips for Analyzing
• Look at users by profile
• Group users in other ways, like by activity level
• Run a Lightning Readiness Check for a complete
analysis of your org

12. 3. Early Adopters
​ Admin team selected a small, diverse group of
users with:
• Different profiles
• Cross-functional roles
• Light, intermediate, and heavy activity
All had one thing in
common: a passion to
learn Lightning and help
implement it in the best
way possible!

13. Tips for Early Adoption
​ Start an early adopter program:
• Identify key users or super users
• Extend an exclusive invite to participate in
the rollout
• Set expectations and create structure

14. 4. Executive Participation
​ Executive participation in the rollout helped to drive adoption by aligning
the rollout to the company’s priorities and core values.
​ The executive team:
• Communicated frequently with users about the rollout
• Set public goals and timelines for the rollout

15. Tips for Executive Participation
• Schedule 1:1 demos with key executives & influencers
• Figure out the top features they are using
• Construct a demo of Lightning Experience
highlighting those features

16. 5. Transparency
​ The admins notified users ahead of time about changes to process,
current workflows, where to find everyday features and fields, etc.
​ More communication and transparency up front meant answering
fewer questions at rollout.

17. Tips for Creating Transparency
• Include the timeline for changes in all your
communications
• Share goals, progress, and changes during the
rollout
• Let everyone know where to go to get
questions answered

18. 6. Flexibility
​ Prior to rollout and during launch, all communication provided clear
instructions for switching back to Classic.
​ This awareness of being able to switch is key for users who need to
access apps that may not be ready for Lightning Experience.

19. Tips for Flexibility
• Have early adopters show their peers how easy it is to
switch back and forth
• Use the Adoption Tracker App to track how users interact
with Lightning Experience

20. 7. Feedback
​ We used the chatter group for users to post questions, offer tips,
and provide feedback.
​ Team assigned Lightning experts to offer their skills and answer
questions in the group.

21. Tips for Generating Feedback
• Make sure you assign an owner to the Chatter
group who actively responds to users’ comments
• Encourage or incentivize your early adopter
group to actively participate

22. Now it’s Your Turn!
​ Develop your own path to Lightning Experience.

23. Resources
Trailhead modules for guided learning:
trailhead.salesforce.com
Lightning Resources:
admin.salesforce.com/lightning
Lightning Now! group in Success Community:
success.salesforce.com

24. Survey
bit.ly/awsurvey-llightning
Slides
bit.ly/aw-launchlightning
Wrapping Up
Q&A
bit.ly/AdminWebinarGroup

25. Thank Y u