The agenda includes discussing CSAT, customer retention, and a Service Cloud keynote. The presentation may contain forward-looking statements and risks. The document also discusses the 4th industrial revolution around intelligence, how service leaders are creating balance, and how AI is transforming customer service.

3. Agenda
CSAT, Customer retention
Demo
GAAP

4. Service Cloud Keynote
Service Transformation
Farah Garry
Director Salesforce Africa

5. 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.

6. The Fourth Industrial Revolution
2nd Industrial Revolution
Electricity1st Industrial Revolution
Steam
3rd Industrial Revolution
Computing
4th Industrial Revolution
Intelligence
1700s 1800s 1990s Today

7. Service Leaders are Creating a New State of Balance
4th Industrial Revolution
Intelligence
3rd Industrial Revolution
Computing
Steve Daniels, Kimber Borders

8. AI is transforming Service
75%
commercial
enterprise apps
will use AI by
2021
90%
consumers will
interact with
customer support
bots by 2021
Source: IDC, IDC FutureScape: Worldwide IT Industry 2018 Predictions, 30 Oct 2017
B2C
& B2B

9. Salesforce. #1 in Service
200M
community
members
33.7M+
service interactions
every day
Largest Service
Ecosystem
Worldwide customer service applications 2016 market share by IDC
13.4%
10.4%
33.7%
Source: IDC Worldwide Semiannual Software Tracker, April 2017. Please note that Customer Service Applications refer to an IDC-defined functional market within the
broader CRM Applications market.
2012 2013 2014 2015 2016
Source: Salesforce November 2017

10. Blaze Your Trail To Service Transformation
ELEVATE
the role of
service
Paul Risk
CTO, The Warranty Group
Trailblazer
ENGAGE
across every
channel

11. Customer Service
Field Service
Elevate the Role of Service in Your Organization
With the world’s #1 service platform
NEW
NEW Einstein Agent
Einstein Bots
+32%
Customer
Satisfaction
Source: Salesforce Customer Success Metrics Survey
conducted 2015-2017 among 7000+ customs randomly
selected. Response sizes per question vary.
Michael Williams
VP, Global Head of Service Field Solutions
Development, KONE
TRAILHEA LIGHTNING ANALYTIC APPEXCHANGHEROKIOT
SALESFORCE
EINSTEIN
Service Analytics
Digital Engagement
Self-Service
+31%
Faster Case
Resolution

12. Chat with your
customers
Einstein Bots
Instant
response
Seamless
handoff
Understands and
prioritizes cases
Einstein Agent
Agents
Responds with the right
answers in communities
Einstein Answers
Customers
Empower customers and agents at scale with artificial intelligence
Service Cloud Einstein PILO
T

13. Blaze Your Trail To Service Transformation
ELEVATE
the role of
service
Paul Risk
CTO, The Warranty Group
Trailblazer
ENGAGE
across every
channel

14. Customer Service
Field Service
Engage Customers Across Every Channel
With the world’s #1 service platform
Self-Service NEW
NEW
Service Analytics
Digital Engagement
Einstein Agent
Einstein Bots
Source: Dimension Data’s 2016 Global Contact Centre
Benchmarking Report, © Dimension Data 2013-2016
42%
of all service
interactions
are digital
Michael Williams
VP, Global Head of Service Field Solutions
Development, KONE
TRAILHEA LIGHTNING ANALYTIC APPEXCHANGHEROKIOT
SALESFORCE
EINSTEIN

15. Oh no! Would you like
someone to come on site?
80
messages/day
billion
Customers Want to Engage Their Own Way
Source: 2016 Facebook F8 Developers Conference
Phone & Email
Web
Social
Apps
Messaging
This week is wide open.
Great — I need to see
someone today.

16. Service Cloud Keynote
Service Transformation
Demo
Francis Clauson
Solution Engineer

17. Sean and JP, MD