Not for external use. Please delete before using with a customer.

How to Use This Presentation

This presentation is here to help guide your conversation with a customer. Follow these directions,
be prepared for your customers, and win more business.

The high-level flow is as follows: 4. Customer Communities

1. Opening & Community Cloud Overview 5. Partner Communities

2. Community Cloud Key Attributes 6. Employee Communities

1. Connected CRM 7. Customer Stories
2. Connected Brand
8. Additional Slides
3. Connected Intelligence
4. Connected Ecosystem

3. Use Cases for Community Cloud

Community Cloud
Build Connected Digital Experiences with
Salesforce
Presenter Name, Title of Presenter
[email protected], @twitterhandle
Forward-Looking Statement
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.
Salesforce Core Values
Trust
Communicate openly and deliver the highest level of service.

Customer Success
Focus on customer success to drive mutual growth.

Innovation
Consistently deliver new technology that empowers Trailblazers
to innovate.

Equality
Respect and value a diversity of people.
Doing Well and Doing Good

#1 The World’s Best

Workplaces
Best Places to Work #1 Workplace for Giving
#1 The Future 50 for LGBTQ Equality Back

#1 Best Places to Work, #1 World’s Most #1 Top 50 Companies

San Francisco Bay Area Innovative Companies that Care

The World’s Most

Innovative Companies
 Trailblazers Lead the Way with Community Cloud

210M
2017

246 million members

90M
2016

38M
2015

12M
2014

Start
2013
 Customer Success Platform
for the Fourth Industrial Revolution
COMMUNITIES
Customer, partner, and employee experiences

#1
SALES B2C & B2B
SERVICE
Transform sales from
Drive service transformations
lead to cash to loyalty
Platform

COMMERCE
COLLABORATION
Intelligent, unified shopper
Quip team collaboration platform
experiences across any channel

MARKETING INDUSTRIES
Deliver personalized consumer World’s #1 CRM reimagined
engagement at scale for your industry
The Age of the Customer
Customers expect connected, digital experiences

Smart: Predictive, personalized, and targeted

Always On: On-demand, real-time, and mobile

Connected: Data-driven, integrated, and up-to-date

The Experience Gap
Companies are disconnected from the customer experience

Your Company Your Customers

Data Smart
Process Always On
Brand Connected
Product
Legacy Interfaces
Disconnected Portals
Static data
 Generic

Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Partner Portal

Employee
Intranet Online
Commerce Account
Forum

CRM BRAND INTELLIGENCE ECOSYSTEM

Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform
Partner Portal & PRM

Employee
Helpdesk
Self-Service Online
Forum Account Marketplace Commerce

CRM BRAND INTELLIGENCE ECOSYSTEM

Key Attributes of
Community Cloud
Connected CRM, Brand, Intelligence, and Ecosystem
Community Cloud
Create connected digital experiences for customers, partners, and employees

B2B
PRM NEW
Commerce

Customer Portal Social Intranets

Self-Service
Lightning Bolt
Templates Custom Build
Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Connected CRM
CRM data, apps, and processes from any device

Connected Brand
Captivate users with a beautiful digital destination

Connected Intelligence
Deliver relevant data, insights and answers

Connected Ecosystem
Partner-built solutions for every industry available
50+
Industry Solutions
Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Connected Connected Connected Connected

CRM Brand Intelligence Ecosystem
CRM data, apps processes Captivate users with a Deliver relevant data, Partner-built solutions for
enable action from any seamless, beautiful digital insights and answers every industry available
device destination
Connect Every Experience with CRM
Extend the power of the world’s #1 CRM CRM

CRM apps and data

Seamlessly connect leads, opportunities, and cases with
Sales, Service and Marketing Clouds

Process automation
Embed process flows empower users to take action

Social & mobile

Mobile-ready design for real-time action and collaboration

Integration across systems

Easily connect data from existing external systems
Personalize Experiences with Audience Targeting
CRM and action-based targeting CRM

Personalize Based on… Same Community, Different Experiences

Personalized Themes, Pages, Components
Geo-location

Referring Domain

User Profile

Record Type

Fields on User Object

Field on CRM data

Create On-Demand Processes with Lightning Flow
Salesforce process automation for every CRM app, portal, console and experience CRM

Decision

Lookup

100+
Billion
Lookup
Processes / Month

Design Visual Embed Process Connect Ecosystem of

Processes Anywhere Processes Industry Solutions
Enable Your Users to Collaborate and Share with Social
Share expertise, files, and data, so everyone moves together. CRM

Chatter
The world’s #1 enterprise social collaboration solution

File Sharing
Share, preview and collaborate while managing access
and permissions

Community Answered Questions

Let community members help each other by highlighting
and answering the most popular questions.
Engage Customers with Marketing Cloud Integration
Marketing Cloud + Community Cloud CRM

Personalized Journeys Triggered by Distributed Marketing Campaigns for

Community Actions Partners
Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Connected Connected Connected Connected

CRM Brand Intelligence Ecosystem
CRM data, apps processes Captivate users with a Deliver relevant data, Partner-built solutions for
enable action from any seamless, beautiful digital insights and answers every industry available
device destination
Build Your Experience with Lightning
Lightning Community Builder
Brand

CMS Connect NEW Audience Targeting NEW

Seamlessly reuse content Use CRM data to personalize

from any major CMS each user experience

Lightning
Components Dynamic Theming NEW

Select from a range of Tailor pixel-perfect experiences

templates and components to each audience

CDN
Templates Fast global performance with
Customize with clicks or an integrated content delivery
design to the pixel network
Spotlight: CMS Connect
Reuse existing CMS content Brand

Fast
Import Your Web Content and Settings

Targeted
Segmentation from CMS and target with CRM data

Dynamic
Render components in CSS, HTML, Javascript

Flexible
UI Flexibility with JSON

Secure
Anonymous and Authenticated content
Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Connected Connected Connected Connected

CRM Brand Intelligence Ecosystem
CRM data, apps processes Captivate users with a Deliver relevant data, Partner-built solutions for
enable action from any seamless, beautiful digital insights and answers every industry available
device destination
Community Cloud Einstein
Engage customers, partners, and employees with intelligence Intelligent

Einstein Answers
Ask questions and get the right
Einstein answers, automatically Einstein Sentiment
Recommendations Analysis
Discover groups, people, Get insights to drive
files, and relevant content engagement

Expertise
Top Questions Identification
Surface the top trending
questions to the Identify the most
community knowledgeable
members by topic area

100+ Million
100+ Million
Recommendations / week
Community Cloud
Create connected digital experiences on the world’s #1 CRM Platform

Connected Connected Connected Connected

CRM Brand Intelligence Ecosystem
CRM data, apps processes Captivate users with a Deliver relevant data, Partner-built solutions for
enable action from any seamless, beautiful digital insights and answers every industry available
device destination
Deploy Faster with Lightning Bolt
Packaged industry solutions built by an ecosystem of partners Ecosystem

Explore an Ecosystem of Solutions

50+ solutions for healthcare, financial
services, manufacturing, retail, and more

Choose a Packaged Experience

Bundled components, apps, processes, and
branding, integrated with your CRM

Customize with Clicks

Add apps, modify design, and connect to 3rd
party systems
50+
Solutions
Deploy Faster with an Ecosystem of Pre-Built Solutions
Find them on the AppExchange Ecosystem
Driving Customer Success &
Deployment
Lightning Bolt: 50+ Packaged Industry Solutions
HEALTHCARE FINANCIAL SERVICES

HIGH TECH MANUFACTURING

RETAIL CPG
50+
Solutions on
AppExchange
… and more
Embed, Extend and Deploy Faster with AppExchange
Broad Ecosystem of Components, Templates and Industry-Solutions Ecosystem

Build with Native Components

Drag and drop OOTB components right into a
community

Embed Connected Apps

Add apps to your experience, from B2B
Commerce to Learning Management, and more

Start Faster with Lightning Bolt

Bundled components, apps, processes, and
templates, designed with industry expertise

Solutions
Partners Have Delivered 50+ Industry Bolt Solutions
Ecosystem
Retail
Accenture: Connected Store Associate
Appirio: Franchise Communications
Traction: Connected Store Operations

Financial Services
Accenture: Insurance Agent Community
Cognizant: Mortgage Broker Association
Acumen Open Banking: Fin Tech Connect

Manufacturing
Acumen: Integrated Sales Forecasting
Sundog: Partner-Driven Market Share Analysis
Summa: Service with Asset Intelligence
For Every Employee
PWC: Supplier Relationship Management
Cadalys: Concierge Helpdesk
Silverline: Watercooler

Healthcare
Huron: Patient Engagement
Silverline: Patient Scheduling
Recap: Build a Community with Lightning
Use Lightning tools to quickly build exactly what you need

Create Your Own Start Faster with

Lightning Bolt
1 Start with a Lightning
Community Template

Customize with Or
2 Lightning
Community Builder

Select a partner built-template, loaded

Build More with pre-built design and processes for
3 Functionality with your specific industry use-case.
Lightning Components
Use Cases for Community Cloud
Connect to customers, partners, and employees
Extend the Power of Salesforce
Create connected experiences for customers, partners, and employees

Community Cloud
Customer Partner Relationship
Self-service Partner Portal Management (PRM)

B2B Employee Portal

Commerce

Connected
Marketing
Campaigns
Lightning Bolt
Connect to Customers, Partners, and Employees

Customers Partners Employees

Build personalized, Deliver access to business Boost productivity and
smart experiences insights engagement
Customer help center Channel sales management Modern intranet

Account portal Franchise management Easy-to-use helpdesk

Peer-to-peer forum Agent and broker portal Collaboration and Content

B2B commerce Supplier management Engaging apps

+45% +43 % +48%

Increase in Employee
Increase in Channel Engagement
CSAT Sales
Salesforce has Acquired CloudCraze
Transaction closed April 9th
Introducing CloudCraze for B2B Commerce
Exceptional digital buying experiences - built on Community Cloud

Comprehensive B2B Commerce functionality

An easy consumer-like user experience that includes
B2B features like account hierarchies, complex pricing,
custom catalogs, and account management.

Built natively on the Salesforce platform

Combine B2B commerce with CRM customer data like
accounts and contacts for a single, complete view of the
customer.

Omni-channel B2B customer experience

Connect B2B commerce data with Marketing, Sales,
Communities and Service Cloud for a seamless
customer experience
CloudCraze is a leader in the B2B Commerce market
With proven success across CPG, Manufacturing, and Software

SOFTWARE, MEDIA,
CONSUMER GOODS MANUFACTURING & DISTRIBUTION
PUBLISHING
Lightning Customer Portal
Deliver engaging, connected self-service experiences

Extend Existing Processes Customer Account Portal

Connect to business process from Salesforce
and third-party systems

Build New Processes

Easily build and embed visual flows

Deploy Quickly
Build and launch a portal in days

+31%
Increase in
Case Deflection

Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.
Sales Cloud PRM
Channel management made easy with the world’s #1 CRM
Channel Sales Portal
Automate Onboarding
Turnkey apps to recruit, train, and enable partners

Amplify Market
Channel marketing automation to effortlessly build
demand

Accelerate Sales
AI-powered platform to streamline sales across the
channel

Analyze Performance
Real time visibility and out-of-the-box analytics to +35%
track ROI Partner
Satisfaction
Employee Engagement
Channel management made easy with the world’s #1 CRM

Connected Apps Employee Intranet

App Launcher, Salesforce Identity

Engaging Brand
Lightning Builder, Themes, Custom Domain

Intelligent Content & Collaboration

Files & Libraries, Einstein Recommendations

+31%
Employee
Engagement
Digital Experience Builder
Placeholder

Placeholder
Placeholder

Placeholder
Placeholder

Placeholder
Placeholder
Customer Communities
Today’s Customers Prefer Self-Service

81%
of customers attempt
self-service before reaching out
to a live representative

Self-Service
Always On – Mobile – Easy to Use
 Great Self-Service Is Connected to Business Process

Q&A that can easily be

escalated to a case

Direct access to account

Single knowledge base for
information and
customers and service agents
business process
Connecting Self-Service To Business Process Is Hard

Data
Integrations
Security

Analytics

Intelligence Identity
User
Experience
 Deliver a Completely Connected Self-Service Experience
Portals and communities built on the world’s #1 CRM Platform

Easily Embed Business Process from Any Customer Portal

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

+50%
Case
Deflection

Self-Service
Source: Forrester Total Economic Impact of Salesforce Community Cloud on Customer Community Community
Create Connected Experiences that Customers Love

Help Center Customer Portal Peer-to-Peer Forum Commerce Portal

Branded, mobile access Self-Service access to Anytime support Consumer-grade

to knowledge articles business data and from peers and e-commerce for B2B
process experts customers
Deliver a Completely Connected Self-Service Experience
Help Center

Easily embed Salesforce knowledge articles

Seamlessly integrate Service Cloud case

management

Create an engaging, branded, mobile experience

Quickly build and launch in days

 Hulu Help Center

Fully branded
and themed
Lightning
experience
Search
Knowledge
Articles

Browse Topics
and Articles
Deliver Engaging, Connected Self-Service Experiences
Customer Portal

Connect to business process from Salesforce

and third-party systems

Easily build and embed visual flows

Seamlessly integrate Service functionality

Quickly build and launch a portal in days

Farmers Insurance Customer Portal
Help Customers Help Themselves and Each Other
Peer-to-Peer Forum

Seamlessly integrate Service Cloud Knowledge

and Case Management

Automatically recommend relevant content,

answers and experts

Quickly launch a branded community in days

50%
Case Deflection

Source: Forrester Total Economic Impact of Salesforce Community Cloud on Customer Community
 Logitech Self-Service Community
Customizable
header to
match brand’s
look and feel
Language
selector pick list

Chatter
collaboration
deflects calls
from the Einstein trending
service desk and recommended
articles
+20%
Increased case
deflection
Connect Your B2B Customers to Commerce
Commerce Portal

Fully Branded and Personalized experience

Seamless integration with CloudCraze™

commerce solution

Access, Browse, and Purchase using your full

Product Catalog

Quickly build and launch a Commerce Portal in

days
Adidas B2B Commerce Portal
Manage Accounts
(View Order History,
Branded Invoices, Documents,
Environment to File Complaints,
Match Look and Returns, Track
Feel of Adidas orders, Etc.)

Access, Browse,
and Purchase
Adidas’s Entire
Product Catalog Re-Order
Digitally In-Season
Merchandise
Partner Communities
Partners Help Companies Grow and Scale Revenue

80% 75%
of the world’s
commerce is sold via
Channel Platinum
Partners

Gold
Partners

Bronze
Partners

New
Partners

Complex Deal Management

Successful Businesses Make Partnering Easy
Partner Mindshare is won with a great Digital Experience

Isabelle Tribotté
SVP, Partner Satisfaction

EASY EASY
to Onboard to Market

#1
Indicator of channel
success

EASY EASY
to Analyze to Sell
But Today’s Point Solutions Makes Partnering Difficult
Channel tools are disconnected and lack visibility into the customer

Partner Tools Customer Data

Leads

SPREADSHEETS
MDF
LMS
Portal
Lightning Partner Community
Channel management made easy on the world’s #1 Sales Platform

Automate Onboarding
Turnkey apps to easily recruit, train, and enable partners

Amplify Marketing
Channel marketing automation to effortlessly build demand

Accelerate Sales
AI powered platform to streamline sales across the channel
B2B
Ecommerce

Analyze Performance
Real time visibility and out-of-the-box analytics to track ROI

+35%
Partner
Satisfaction
Optimize the Partner Lifecycle with Salesforce
One Platform. Connected and personalized to grow with your channel

Market Sell

Manage Quote

B2B
Ecomme
Educate rce
Service

Recruit Analyze
Partner Community is the Gorilla in the PRM Market

Salesforce is the Gorilla in the

PRM Market Today
...having more customers and ecosystem partners
and global support resources than other PRM
vendors by an order of magnitude.

Salesforce’s PRM solution, an extension of its

Community Cloud offering, is strongest in some of
the foundational elements of PRM.

The Forrester Wave™: Partner Relationship Management (PRM) Platforms, Q3 2016

Powering Partner Success Across Use Cases

PRM Broker / Agent Dealer Management

$1B 40% 20%

Increase in Deal Faster Mortgage Increase in Lead
Registrations Processing Times Conversions
Customer Trailblazer Stories
 “By investing in Einstein Discovery, our 250,000
global independent consultants are benefiting
from the same analytical power previously
reserved for corporations.”
Guy Their, CIO

Service Cloud

Arbonne Predicts Customer Purchasing Trends Analytics Cloud

with Salesforce Community Cloud

​Challenge ​Solution
Needed 360 degree view of customer One system with single view of customer
7
Silod data systems
combined
No standardized process of managing Increased visibility into sales processes

Inconsistent data from consultants More targeted and personalized conversations

Minimal insights into purchase history Data driven recommendations for sales teams
 “With this integrated solution we
are resolving cases faster and
more efficiently than ever
before.”
Gregg Spratto, VP of Operations, Autodesk

Service Cloud
Autodesk Improves Customer Response Time with
Community Cloud
Integrated Solution
Challenge Solution 99.8%
Inbound customer inquires require extensive Autodesk develops AVA (Autodesk Virtual decrease in resolution
Agent) with IBM Watson and Community Cloud time
understanding of complex systems
Rising case volume resulted in long queue of Customer asks question in natural language and
cases and resolution time of up to 1.5 days Watson understands intent 40,000
conversations
Increasing traffic called for a new solution that AVA returns high-confidence answers quickly, per month
was faster, effective, and cost efficient reducing resolution time
AVA transfers complex inquiries to human agent
via Live Agent case transfer
80%
average CSAT
 Sales Cloud
CROSSMARK Builds a Smarter Platform for
Service Cloud
Continued Innovation
Community Cloud

Challenge Solution Platform

Complex global market necessitates new ways OneHub connects suppliers and retailers and
to connect with retailers & suppliers provides a single pane of glass for retail
activities
50%
Employee data was spread across multiple cost reduction in
disparate systems PeopleHub houses all employee related data software license &
in a single Salesforce instance maintenance
Millions of photos manually scanned to identify
quality related opportunities Einstein Vision automates image validation to 98%
drive efficiency and improve quality in retail correctly flagged
execution images with
Vision
 “With Service Cloud, we can
stay focused on viewer
engagement.”
Karen Van Kirk, Vice President, Viewer Experience

Service Cloud
Hulu provides an engaging viewer experience at
Community Cloud
massive scale
Challenge Solution 47M
Rapid growth: 98% increase in average daily Personalized self-service on Hulu Help site with total unique viewers
signups in 6 months robust Knowledge articles
47M unique users to support-- need to deflect 360°omni-channel view: help site, chat, phone,
social customer service, app stores
360°
repetitive viewer inquiries omni-channel views
Viewer Experience Advocates struggle with Future vision to scale viewer engagement with
multiple screens to answer each inquiry Einstein bots and business flows
 “Salesforce Community Cloud has allowed
us to transform how we collaborate and
innovate with our clients.”
Kate Brady, Partner, Global Marketing Technology Leader

Mercer Creates Dynamic Connections with its Community Cloud

Global Clients Using Salesforce Community Cloud

1000+
Users On boarded
Challenge Solution
Built a comprehensive Mercer digital experience
No single comprehensive view of client-related
work on Community Cloud 72%
User Return Rate
Global Client managers required to manually Branded community gives clients the ability to
curate client-relevant content themselves learn, work, & connect with Mercer & others
Limited visibility into comprehensive Mercer Private groups give customers access to
team and how to contact them exclusive libraries, Mercer experts, & their team
Lack of awareness of the full suite of Mercer’s Integrated Google Analytics for a 360 degree
rich resources or how to access them view of the customer and relationships
 “We continue to invest in Salesforce
as we drive towards the
simplification of legacy applications”
Raul Haynes Corporate Vice President-Enterprise CRM
^

New York Life Redefines the Digital Experience Community Cloud

for Sales, Marketing, and Service Channels Sales Cloud

Challenge Solution
Many legacy systems that were slow and not Built a portal called “Sales Central” that
centralized centralized all resources for agents
Agents were using paper to track their Single view of clients and the ability to track
processes and did not have a single view and monitor all business processes
No mobile access for agents who are always Agents can access their entire book quickly
working offsite and capture relationships on the go
 “The best feature of Salesforce is how
fast and easy it is to make a change.
This lets us deliver new and innovative
features to our customers faster”
Judy Tang, Salesforce Senior Product Manager

OpenTable Gives Diners & Restaurants a Brand Community Cloud

Service Cloud
New Service Experience with Salesforce
Challenge Solution 300k
Diners visiting the
Knowledge articles on Lithium were hard to find, Branded and easy to use help center that gives Community per month
which resulted in a low adoption customers answers at their fingertips
Internal teams had no visibility into what was Integration with other Salesforce solutions gives 30%
happening with their customers internal teams a full 360-view of the customer Cases deflected with
Community
No process for how cases were assigned Omni-channel assigns cases to agents and
resulting in forgotten & duplicate work on cases ensures all cases are resolved within the SLA
33%
productivity increase
with console
Planet Fitness Accelerates Franchise & Member Marketing Cloud

Service Cloud
Engagement with Salesforce
Community Cloud

​Challenge ​Solution
​ treamlining the franchise development
S ​3K franchise owners leveraging Community
process Cloud for collaboration and customer service 2.3MM
New members in
2016
​ elivering exceptional customer service as
D ​ 00K social cases managed in 6 months
3
the organization scaled using Service Cloud + Social Studio

​Serving the franchises and members it has ​1.9MM personalized, relevant emails sent to
now, while accommodating future growth. members each month with Email Studio
 “The place where customers
engage with the company is
also the place where you can
create new opportunities for
sales.”
Amihai Zeltzer, AVP of Technical & Digital
Services

STANLEY Healthcare Delivers Fast, Proactive Community Cloud

Service with Salesforce Service Cloud

Challenge Solution 20%

Increase in first call
Needed a round-the-clock customer support Support community to provide a 24/7 one-stop resolution
resource source for customers
Service agent productivity was hampered by Customers can get answers to common
labor-intensive processes questions, collaborate, and initiate repairs
Lacked tools to optimize support activities, Agents now have 360-degree view of customer
collaborate, and track performance metrics data and individual performance metrics.
 “Salesforce is not only helping us
run a business; it’s giving us a
happiness factor, not just for our
customers, but for our employees
and technicians too.”
Mehdi Pahlavan, COO

Transforming from an Aquatic Services Company to Service Cloud

Community Cloud
a Cloud-Based Platform with Salesforce
Challenge Solution 80%
Decentralized information across multiple Built a “one-stop shop” for all employees to of cases are closed
locations; no centralized view of customer reference for cases, schedules, and more within 48 hours

Lack of agent and technician visibility into

cases, routes, and customer data
Providing more proactive customer service
with increased transparency
24/7
availability for onsite
No way to manage cases, technicians, and Mobile workforce enabled with Field Service support
scheduling in one place Lightning to beat SLAs and 24/7 support
Scheduling and dispatching managed out of Field Service Lightning gives mobile workers 95%
spreadsheets; scheduling was last minute visibility into their schedules months out customer retention
 “Salesforce has enabled us to
enforce a policy change on how
we repossess vehicles that has
yielded tens of millions of dollars
in credit loss reduction.”
Jeremy Guck, Technology Planning Manager

Service Cloud
Toyota Financial Services Drives the Industry Forward
Sales Cloud
and Transforms the Customer Experience Community Cloud

Challenge Solution
Rigidity of legacy CRM system prevented IT Provides a single platform for all 1,800+ 580K+
from adapting quickly to business needs service users to plug into automated forms
Over 80 siloed point solutions; making Growing on a flexible platform with
integration and agility more difficult consolidated data and simple integrations 17 → 4
Losing money from inefficient and highly Automated forms to streamline and reduce legacy systems
manual processes time consuming processes streamlined

Wanted to get closer to end customers and be Transformed dealer and customer experience
the partner of choice for dealers with personalized service
Additional Slides
Deliver a Tailored Experience with Dynamic Theming
Serve targeted content, theming, and components for each audience Branded

Personalized Brand and Page Experiences

Serve specific pages and branding based on user’s
geography, referring domain, record types, and more.

Customizable Groups
Create and target groups with a customized look and feel
plus the features they need.

Multi-Language Support
Add the new Language Picker component to let users
select their preferred language on a community page.
Drive Action from Any Device
Engage customers and partners from anywhere, instantly

Integrated Collaboration
Track Community activity in the mobile Chatter feed.

Mobile-Responsive
All communities are equipped with mobile-compatible
design and each component we ship is 100% responsive.

Embedded Actions & Commerce

Close cases, update opportunities, and find the latest
customer feedback from wherever you are.
Complete Commerce Solution

B2C Commerce B2B Commerce

Smaller set of known buyers
Large number of shoppers, simple (accounts), complex transactions
transactions

Industry: Primarily Retail Industry: Manufacturing, CPG,

Software
Payment type: Credit card
Payment Type: Credit card,
Important to B2C Commerce: purchase order, subscription
-Rich consumer experience
-Mobile functionality Important to B2B Commerce:
-SEO -Multi-storefront experience
-Merchandising tools -Authenticated login to site
-Easy checkout / Speed to -Custom catalogs by account
purchase -Complex pricing, billing, shipping
-Connection to CRM data
-Account management
-Subscription management
Spotlight: Einstein Answers
Deliver instant answers to customers, partners, and employees Intelligent

How it Works:

Answer
 

Your Data
Knowledge Feedback
Discussions
CRM Data Machine Learning
Related Content
 210M
Trailblazers Lead the Way with Community Cloud 2017

246+ 90M
2016

milion members 38M

2015

12M
2014

Start
2013
Trailblazers Lead the Way with Community Cloud

210M
2017

90M
2016

38M
2015

12M
2014 246
million members
Start
2013
Trailblazers Lead the Way with Community Cloud

210M
2017

90M
2016

38M
2015

12M
2014 246
million members
Start
2013
 210M
Trailblazers Lead the Way with Community Cloud 2017

90M

246 million members

2016

38M
2015

12M
2014

Start
2013