Service Cloud:

Self Service: the Ultimate Experience

Eric Moore, salesforce.com, Sr. Program Manager

@ermooSF

www.linkedin.com/in/ericmichaelmoore

Chet Chauhan, salesforce.com, Director Product Management

@chetchauhan

www.linkedin.com/in/chetchauhan

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 intellectual property and other l itigation, risks associated

with 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

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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.

Heather Watkins

Sr. Manager of Customer

Communities & Programs

@Heather_Watkins

All About Marketo

Marketo provides a complete marketing automation

software solution that is powerful and easy to use for

fast-growing small companies and global enterprises

alike.

#1 Marketing Software in Inc. 500’s Fastest Growing

Companies

#1 Fastest Growing Private Company of 2011 by the

Silicon Valley Business Journal

America’s Most Promising Companies by Forbes

Magazine

2011 AppExchange Awards for Best Chatter

Exchange & Best Marketing Automation

What: Private customer community to answer technical

questions and discuss various best practices

Who: Marketo customers & partners – mostly marketing and

sales professionals.

About the Community

Best Closed Community Finalist - Embracing

Life Before Salesforce

• Didn't match our brand

• Poor user experience

• No flexibility or customization

• Customers weren’t using it

• Not deflecting support cases

Our Community Needs…

• Single portal experience for customers

• Matches Marketo’s ease of use

• Grows with our needs/ flexible

• Deflects cases per customer

• Launched Community in December 2010

• Salesforce Answers, Ideas, Knowledge

• Launched Cases in June 2012

• Custom VisualForce Interface & Custom Objects

Results

• 20,000 Users

• 4,600+ Questions

• 1,800+ Ideas

• Deflection in Cases!

*Via yotung on Flickr

Case Deflection Statistics

December 2010

• 2.8 Cases / Customer

June 2012

• 2.04 Cases/ Customer

August 2012

• 1.91 Cases/ Customer

-27% -6%

-32%

More Results

+338% +4,750%

0

500

1000

1500

2000

2500

3000

3500

Total Engagements

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

# of Visits

Visitor Statistics

Average time on site: 9.5 min/visit

8k+ Visitors / Month

70% of Replies by Community

What’s Next?

Launch Learning Management System

Backbone to Certification

Track Learning Behaviors

+ Gamification – Incent Learning & Usage Maturity

Rewarding Offline Activities

Events

References

Tips for Success

Engage your partners to participate

Incent employees to participate

Spread the responsibility around

Launch with a beta group to add content

Keep your design SIMPLE

Brian Smith

VP, Technical Operations

@Brian_J_Smith

Tableau Software Inc.

Tableau helps people see and understand data. We make

rapid-fire business intelligence software.

Fastest growing business intelligence company in the world

Stanford Professor Pat Hanrahan and Dr. Chris Stolte re-

invented data visualization technology

Patented products are in use by 8500+ of customers

Headquartered in Seattle, WA

>600 Employees, >100% YoY Growth

Customers

• Apple

• Microsoft

• Wells Fargo

• Bank of America

• Walmart

• Safeway

• Pfizer

• Merck

• Ferrari

• GM

• CBS

+ 1000’s more

Tableau Timeline

• Doubled sales bookings

• Grew customer

accounts by 40%

• Opened European

Operations

• Fastest growing BI

vendor: Gartner and IDC

•Launched Tableau

Digital

• Customer Conference

1,400 attendees – up

from 700

1997 - 2005

• Defense grant to

Stanford

• Stanford spin-out 2003

• First patents; invention

of VizQL™

• Launched Tableau

Desktop

• Hyperion global OEM

deal

2009

• Awarded “Product of

the Year” for 1st time

by PC Magazine

2006

• Launched Tableau

Server product

• More than doubled

revenue

2007 2008

• Tableau Server wins

multiple awards

•1st Annual Customer

Conference

(sold out)

•Global OEM deal

(expansion) signed

with Oracle

2010

• Inc. 500 list

• 2nd Annual Customer

Conference 67%

increase in attendance

• Deloitte Fast 500

• SQL Server Magazine

Best BI & Reporting

Tool

• 1st Year Magic

Quadrant Challenger

• Launched Tableau

Public

• Multiple awards

2011

Self-Service Opportunities

Increase scalability of support processes

Self-service options were read-only

High touch product key & portal user management

Create fully branded and integrated support experience

Make it easy to find solutions across support assets

Self-Service Projects

Customer Portal

Partner Portal

Knowledge Base

Online Case Management

Webstore

Federated Search

Single Sign-on

Community

Concept to completion in less than a year!

Why Tableau selected Salesforce Service Cloud

Enterprise Class Scalability

Programmability and flexibility

Integration with our current workflow

Proximity to existing customer data

Strong ecosystem of partner tools

Best of breed all on one platform

History of continuous improvement

Before

Demo

Objective Results

High touch cases on the decline

Tips & Takeaways

Executive Sponsorship; Partner with Marketing, Sales & Support

Beta your solution with a subset of users

Data architecture and quality are key to self-service scalability

Architect URL strategy before you build (custom URLs, KB, SSL)

Stay as native as possible and leverage javascript extensively

Parameterize page references to work around recent items

SSO - 1 IDP per Org, plan account assignment

Manage workflow in Apex

Understand sharing rules and impact of external users to your org

Chet Chauhan

Director Product Management – Service

Communities & Social

@chetchauhan

Announcing Salesforce Communities

First Community Platform with

Social and Business Process

• Collaboration between customers, partners

& employees

• Custom branding with CMS

• Integrated with business process

• 100% cloud, instant impact

Communities are Portals Re-invented for Social Businesses

Salesforce Communities Salesforce Portals

✓ Supports all legacy portal licenses

✓ Get a community for each portal

✓ No data/workflow impact

✓ Changes limited to branding/setup

Pilot in Winter ’13; GA in Summer ’13 (safe harbor)

Limited Pilot

October 2012

General Availability

June 2013

Pilot guidelines:

1. Open membership model

2. Up to 5 communities & 100k members

3. Willing to be a reference

Pilot nominations: Open (contact your account team)

Pricing:

Will announce closer to GA

Heather Watkins

Sr. Manager, Customer

Communities & Programs,

@heather_watkins

Brian Smith

VP, Technical Operations,

@Brian_J_Smith

Chet Chauhan Eric Moore

Program Management

Director,

@chetchauhan

Sr. Program Manager,

@ermooSF

Appendix

Self-Service Success at Salesforce

Service Cloud Technology used

Salesforce Knowledge

Customer Portal

Sites

Decreased cases per customer

by 25% in 1 year!