The document provides an overview and roadmap for Journey Builder and Marketing Cloud Connect in 2016. Key highlights include new capabilities that allow journeys to connect interactions across clouds, build journeys across Salesforce clouds, and enhance the single customer view with continuous data refresh. The roadmap outlines upcoming features like cross-cloud engagement, journey analytics, and the ability to use any customer data for journeys.

1. Journey Builder &
Marketing Cloud Connect
2016-01 Release Highlights and Roadmap
February 2, 2016
Karalee Slayton
Principal Product Marketing Manager
kslayton@salesforce.com
@cablemaven

2. • What is a Customer Journey
• Things to look out for and FAQs
• Walk through Journey Builder Capabilities
• Q&A
Agenda

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. The Lines are Blurring

5. Connected
Customers
Community
Product
Mktg.
App
Online
Events
Sales
Retail
Care
Customers Expect Unified & Relevant 1:1 Experiences

6. Product Marketing Online Retail Care
Transforming Customer Experience: From Moments to Journeys
Average Customer Experience (Journey)
20% increase in customer
satisfaction for companies
that manage the journey
across departments
Breaking Down the Silos for Better Customer Experiences

7. 89%
OF MARKETING LEADERS EXPECT TO
COMPETE PRIMARILY ON THE
BASIS OF CUSTOMER EXPERIENCE BY 2016
Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015

8. One Customer. One Journey.
Sales
Service
Marketing
CommunityApps
Analytics

9. Marketing Cloud Connect
Create a 1-to-1 customer journey across the Customer Success Platform
Personalize Digital Marketing
with CRM Data
Create Cross-Cloud Engagement
Enhance the Single Customer View
Email
Social
Advertising
Website
Mobile
Devices

10. ​ Build relationships and loyalty by delivering
data-driven personalized messages at scale.
​ Leverage customer data from across the entire
Customer Success Platform to personalize
every interaction across every channel.
​ Join the forces of Marketing and Sales to
ensure consistent branding and messaging.
Driving more relevant conversations and
boost engagement.
Personalize Digital Marketing
with CRM Data

11. ​ Easily build cross-cloud journeys across
marketing, sales and service.
• Sales journeys, service journeys, app
adoption journeys, any journey.
​ Listen for events or changes in the Sales or
Service Cloud to launch customers into a
Journey or to trigger an email.
• Dynamic support communications or
onboarding campaigns.
​ Create or update records within the Sales
Cloud & Service Cloud as part of the Journey.
• Create Leads, Contacts, Accounts, Tasks,
Cases, Add/update Campaign Member.
Create Cross-Cloud Engagement

12. ​ Strengthen the single view of your customer in
the Salesforce CRM, by pushing opens, clicks
and bounces to the Contact Record, creating a
full interaction history for every individual.
​ Have a complete view of how a contact, lead,
or account responds to email campaigns with
real-time email tracking data.
​ Now everyone across your entire organization
can see how and when a customer is engaging
with you.
Enhance the Single View

13. BHTP Breaks Down Siloes to Revolutionize the New Hire Experience
“We are always looking at more efficient ways to better
the traveler’s experience, and grow our global brand.”
Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection
Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human
resources
Leverages email and SMS to keep reps up-to-date on latest products and training opportunities
Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales
teams 2-3 months of effort per year on ramp up

14. Marketing Cloud Connect -
New Cross-Cloud Features in January ‘16
Cross-Cloud Engagement
Start journeys and trigger activities
that connect interactions across
Clouds, natively from Marketing
Cloud
Build Journeys Across Clouds
Sales journeys, service journeys,
any journey
Point and Click Integration
Integrate in just a few clicks
Continuous Data Refresh
Keep any standard or custom
objects connected to Marketing
Cloud
Email
Social
Advertising
Website
Mobile
Devices

15. Continually Stream CRM Data into the Marketing Cloud
Personalize Digital Marketing
Select all the Salesforce data you
want available in Marketing Cloud
INCLUDING CUSTOM OBJECTS
Continuous data refresh
keeps the Marketing Cloud
up to date
Use all your Salesforce Data
in any Marketing Cloud
application

16. Multi-org Configuration
​ Enterprise 2.0 Setup
Salesforce Org Enterprise 2.0
Business Units
Salesforce Org
Salesforce Org

17. Multi-org Configuration FAQs
​ Enterprise 2.0 Marketing Cloud account
​ Custom Profile Center
• Standard Salesforce Profile Center not supported
​ •Adopt Connected App
• Gives ability to disconnect account (BU) to SC Org safely so that
BU can be integrated with different SC Org
​ How to get it:
• Create a Support case and requesting Multi-Org be enabled for account
• INTERNAL: Insert quality of “multiorg” into SF_Integration BR
• Only applies towards v5 of integration
• Salesforce_ConnectedApp must also be set to “On” and quality of “always”
​ Once turned on, should not be turned off
​ Data Stream not currently supported
​ JB Integrations not currently supported
​ Web Collect not supported

18. Connected App Authentication
• Greater security and control connecting to
the Sale Cloud and Service Cloud
• API limits lifted as REST and SOAP
restriction are removed
• Mapping to Sales Cloud and Service Cloud
will no longer require passwords
- Password Expiration no longer an issue

19. Connected App Authentication FAQs
​ Required for Multi-Org and Data Stream.
​ Required for all Marketing Cloud Connect customers on 6/1/2016.
​ Supports all account types except OYB (always) and L&P accounts
(01).
​ Controlled by the Salesforce_ConnectedApp BR which has 2
states:
• ON with no quality. Available but not required in the account
(existing customers).
• Disconnecting the account results in falling back to the old
mapping. Users must also disconnect the legacy
connection to actually “reset” the connection.
• ON with quality always. Only authentication mechanism for
MCC (new customers).
​ Salesforce_ConnectedApp BR Required for all BUs
​ Schedule a sending outage during the upgrade process Auto-
mapping supported for 14 days when connecting to the same
production Org

20. Cross Cloud Journeys
Salesforce Sales and Service Events & Activities
• Entry Events – Listens for triggers like
Service Case Closed, or changes that
occur in the Sales or Service Cloud to
launch customers customers into a
Journey
• Activities – Create or update records
within the Sales Cloud & Service Cloud
during a Journey.
Create Lead, Contact, Account, Task, Case,
Add/update Campaign Member
• Engagement Data – Emails sent through
Journey Builder will return tracking to the
Sales Cloud & Service Cloud

21. Journey Builder Sales and Service Events and Activities
now available with Marketing Cloud Connect
Connecting the Clouds Just Got Easier
Specify the Sales and Service Cloud
objects you want to watch, including
custom objects React to changes to Sales and
Service Cloud objects.
Create or update objects in Sales/
Service Cloud
Events
Activities

22. 2015 Roadmap
Service Cloud -
New Case
Start a Journey when a new Case is added
in the Service Cloud.
• Standard “Event” type to select
• Easily connect Sales and Service Cloud activity
with your journey

23. • Entry Events – Listens for triggers like
Service Case Closed, or changes that
occur in the Sales or Service Cloud to
launch customers customers into a
Journey
• Activities – Create or update records
within the Sales Cloud & Service Cloud
within a Journey.
• Engagement Data – Emails sent through
Journey Builder will return tracking to the
Sales Cloud & Service Cloud
Journey Builder Sales and Service:
Activities and Events

24. Journey Builder Sales and Service:
Events
​ Watch any object in Sales and Service Cloud
​ Monitor Create or Update
​ Filter Journey Participants
​ Specify Data Payload
​ Creates Flows for objects

25. Journey Builder Sales and Service:
Activities
Create or update any object in
Sales and Service Cloud
Map Marketing Cloud data to
Sales and Service Cloud fields
Key object UX
​ Lead
​ Opportunity
​ Account
​ Contact
​ Case
​ Task
​ Campaign Member
​ Customer Object

26. Journey Builder Sales and Service:
Events and Activities
● Multi-Org - Not supported in 01 release
● Provisioning
SalesforceIntegrationPackageProduction
for each BU, and MarketingCloud Package
5.493 installed
● External documentation on Help and
will be available on release night (Jan
29th)
● Internal documentation can be found in
Base under Salesforce - Journey Builder
Integration
Events and each activity are covered,
including known issues
● Troubleshooting guide - also available
in Base under Salesforce - Journey Builder
Integration
Will include SQL queries

27. JB Sales & Service FAQs
Attribute Mapping
Custom Objects
- Supported by Events and Activities
Marketing Cloud package 5.493

28. What Is Automation Studio?
Send regularly scheduled batch messages
Integration, data movement, SQL queries
and list segmentation
Report delivery, keeping everyone informed
without manually running reports
Automation Studio
​ Automate simple and complex system activities.

29. How Customers Use Automation Studio
Birthday
Campaigns
Nightly Data Import Generate Weekly
Report

30. 2015 Roadmap
Journey Builder - Roadmap
Doug Wilson - Director, Product Management
January 2016

31. The Decision Split Activity now supports the ability
to create up to 20 paths in one activity.
​ Multiple Paths
​ Distinct Filters
​ Activity and Path Labelling
​ Prioritization
​ Reorder Paths
​ Automatic Upgrade
Decision Split Activity

32. ​ Add an activity to an interaction flow that will
wait until an event occurs for the contact
currently in the activity or an optional specified
duration expires before moving onto the next
activity in the flow.
​ To request this activity, contact Support
​ To enable this feature in a customer’s account,
please review the provisioning instructions
here.
Wait Until Activity - Pilot

33. ​ Event Data is point-in-time data
captured at the time of an event.
​ Personalize a message or evaluate a
contact based on event data.
​ Can also be used for events that utilize
Marketing Cloud Connector Events or
Audience Builder Events.
​ Initial Customers
• BBVA
• Carmax
• Fanatics
• Fidelity
• L’Oreal
• Sony EMEA
• Vimeo
Event Data - Beta

34. New Features Glossary
Marketing Cloud Connect
(Dreamforce Message that will become the new name)
The new brand name of Marketing Cloud Connector, Was a launch
message from Dreamforce used to package the new features of the
Marketing Cloud Connector and the new cross-cloud capabilities it provides
in Journey Builder.
Marketing Cloud Connector
(aka v5 or Salesforce Connector)
The old name for the packaged app used to connect, communicate and
interact with the Sales & Service Clouds.
Data Stream
(formerly know as Data Connector or Data Sync)
A new feature of Marketing Cloud Connect that will allow customer to set up
a one way sync process FROM Salesforce Objects TO Marketing Cloud.
Journey Builder Sales & Service Activities New Journey Builder Activities that interact directly with Salesforce
information like converting a lead or creating a task.
Journey Builder Sales & Service Entry Events New Journey Builder Entry Events, that listens for triggers directly within
Salesforce information, like the closure of a Service Cloud Case
Connected App Authentication A new Security and Authentication method that ensures that the API calls
used by Marketing Cloud connect are not counted against API usage in the
Sales or Service Cloud. It also alleviates the need to use passwords in the
Marketing Cloud for integration.
Multi-Org Configuration A new configuration option where Enterprise 2.0 accounts will now have the
ability to integrate to a Salesforce Org at the Business Unit Level, allowing
one Marketing Cloud Enterprise 2.0 account to connect with multiple

35. Resources
Resources
​ Deep dive enablement: SalesforceSME
​ GovX Webinar:
​ Chatter Groups:
• NA7 - SalesforceSME
• Org62- Marketing Cloud Connect
(Integration)
​ Help.exacttarget.com
- Marketing Cloud Connector
​ Updates
• Pitch Deck
• Data sheet
• FAQ
• Feature list
​ Two Demo Videos
• Marketing Cloud Connect Cross-Cloud
Journey

36. Pricing & Availability
Marketing Cloud Connect is free in
every edition of the Marketing
Cloud.
Business Rules for MCC are now
enabled automatically in each of the
new packages.
Marketing Cloud editions pricing
begins at $400 a month.

37. *active Journey with at least 1 contact processed
Total Customers
485

38. Client
Uber
Sony
FairCompare
Lyft
GovX
Childrens Place
Propellerhead
Americas Test Kitchen
OfficeDepot
Top Customers by Contact Count

39. 2015 Roadmap
Validation & Testing MapsAudiences and Contact Activity
Roadmap: Where is Journey Builder Going?
Scalability and PerformanceCross Cloud Journeys

40. 2015 Roadmap
Journey Analytics
Metrics at a glance to evaluate the entire
journey.
• Standard JB report w email tracking
• Improved dashboard to stay up to date
• Cross channel and goal oriented

41. 2015 Roadmap
Pre-launch Validation
& Testing
• Test audiences and events to
understand which customers will be
added to a journey.
• Simulate the interaction to evaluate how
real customers will flow through the
campaign.
• Launch with confidence.

42. 2015 Roadmap
Any Customer, Any Journey
Audiences and Events

43. 2015 Roadmap
Date Trigger
Schedule a campaign trigger
Select Audience
Choose an audience for a
campaign
Email
Invite people to receive a
triggered email message
Predictive Intelligence
Invite people to subscribe to
your SMS and MMS messages
Create an inbound SMS event
Sales Cloud
Create a new case
Take any list and start a journey.
• Allows for any segmentation tools to be used with
Journey Builder
• Connect previous campaigns to new journeys
MobileConnect Service Cloud Community Cloud
Create a communityAdd a new lead
Start a
Journey
Choose Audience

44. 2015 Roadmap
Choose Audience
Take any list and start a journey.
• Allows for any segmentation tools to be used with
Journey Builder
• Connect previous campaigns to new journeys

45. Register for the Partner Roadmap Webinar: Details on the Marketing Cloud Program
Changes will be shared in a Partner Roadmap Webinar
March 3rd from 9 –10 am PST / 12 –1 pm EST
​ 1.Log into Partner Community
​ 2.Register: https://partners.salesforce.com/partnerEvent?id=a033000000FnqRjAAJ
​ Program Changes related to Orange62
Additional Announcements

46. Thank you