#CNX16

Getting Started with Social Studio

Forward-Looking Statements

 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 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.

Goals

Publish & Engage on channel

Set up: Admin & Workspace Configuration

Listen and Analyze across the Social Web

1 2 3

How does your company connect with customers?

#CNX16

Social Isn’t Just The Kids: 82% of Internet Users are between the ages of 30 and 49

#CNX16

Getting Started Multi Level Admin & Workspace Configuration

Getting Started: Next Steps - Multi Level Administration

Step 1 - Tenant Level (Admin) ●  Add Users (assign user rights) ●  Confirm default time zone ●  Add Social Accounts ●  Construct Macros

Step 2 - Workspace Level ●  Create Workspaces ●  Assign Social Accounts ●  Assign Users ●  Assign Topic Profiles ●  Add Approval Rules ●  Assign Macros ●  Add Bit.ly Account

Getting Started: Workspace Configuration

Getting Started: Workspace Configuration

Getting Started: Workspace Configuration

Getting Started: Workspace Configuration

Getting Started: Workspace Configuration

#CNX16

Your Journey Publish and Engage on channel

Your Journey

Step 1: Engage Learn the tool that will help you connect with your social accounts and customers in a

whole new way. Step 2: Publish

Discover how to create, schedule and post content to a team calendar. Effective team management has never been so easy.

Step 1: Engage

  Respond to both on-channel conversations and keyword-based monitoring

  Create a 360 degree always-on feed of your brand, industry and competitive environment

  Navigate seamlessly between Community Management and Social Care, with built-in CRM escalation capabilities

  Achieve speed-of-social scale via automation for effective post prioritization and routing

  Discover and engage influencers, customers and your community

Increase brand awareness & Loyalty

Step 1: Engage

Step 2: Publish

  Plan, Collaborate & Execute on Social Content

  Self-serve admin for efficient on boarding and user management

  Optimize for campaign success with content sharing and performance analytics

  Comply with governance policies via approval rules

High performance collaboration for amazing customer experiences

Step 2: Publish Performance Reporting

#CNX16

Your Journey Listen & Analyze across the Social Web

Step 3: Listen & Analyze Set up topic profiles to capture conversations about your brand and your social accounts. Enrich your Engagement and Community Management with conversations from across the social web.

Your Journey

Common Social Listening Use Cases   What are yours?

Social Customer Service

Competitive/ Industry Insights

Campaign Monitoring

Lead Generation

Brand/ Reputation Monitoring

Crisis Management

Step 3: Listen & Analyze

  Democratize listening by providing critical business insights

  Analyze conversations on over 1 billion sources   Build and Optimize your digital strategy with real-

time actionable feedback   Monitor brand health, customer sentiment, the

competition & top influencers   Catch Trends and brand perception shifts in real-

time

Listening with Social Studio

Step 3: Listen & Analyze

Social has no boundaries and neither should your sentiment analysis. Analyze key conversations about your brand around

the globe. Sentiment detection now works out-of-the-box for:   English   French   Spanish   Portuguese   Italian   German   Dutch   Mandarin (traditional + simple)   Japanese   Korean

Understand Sentiment Across the Globe

Things to think about...

Workspace setup Permissions/ Approvals Playbook Standard reporting

Reporting by label Assigned user Tab templates Filtering best practices Routing

Macros Automation Shared content Post duplication RSS feed Web analytics Mobile app

Governance Workflow Efficiency

Recap

Publish, moderate and Engage on your social

channels

Workspaces that reflect your organization and

team collaboration

Discover conversations happening across the

social web

1 2 3

#CNX16

Questions?

We Help You Navigate the Wealth of Salesforce Resources

Premier Success Plan Customers Accelerators Deliver customer-defined business outcomes

Premier Community Exclusive community content

On Demand Training Catalog Self paced learning for users and admins

24/7 Developer Support Get support fast, when you need it

Premier + Administration Services Our admins under your direction

Lifelong Success Plan

Adoption Webinars Live interactive sessions with adoption experts

Getting Started Community Collaborate with application experts

Circles of Success Small group best practice sessions with customers and Salesforce experts

Getting Started Resources Videos, in-app walkthroughs & webinars to get you started right

Basic Tutorials How-to Videos

Getting Started Workbook Step by step guide to plan your implementation

Premier Success Drives Salesforce ROI   Reported % increase over Standard Success Plan customers`

ROI based on customer survey conducted by independent third-party Market Tools. All other metrics based on Premier customer metadata.

80% higher ROI

130% more process

automation

138% more analytics

& insights

61% faster

deployment 52% higher user

adoption

Enhanced Training Enhanced Support Success Resources

Enhance your team’s skills while solving key business challenges

Specialists provide hands on guidance

Develop best-practices proficiency

Focused on meeting your KPI’s

Accelerators Fast, focused engagements that speed business results

NEW

Recommended Accelerator Social Listening & Topic Profile Setup

Available Resources

Getting Started with Salesforce Social Studio -  Getting Started Workbook -  Register for Office Hours

Social Studio Training and User Guide

-  Watch on-demand videos -  Online user guide for web and mobile versions Register for Marketing Cloud Product Updates

Join the Conversation

Over 2,000,000 Members and growing! Engage directly with salesforce experts! Hear from our MVP’s, other customers and salesforce resources! Access resources, webinars, people, all designed to help you achieve success! To Join: •  Go to http://success.salesforce.com •  Use your Salesforce or Marketing Cloud

credentials •  Setup your Profile (company, bio, picture) to help

others connect with you •  Search for * Success - Salesforce Marketing

Cloud * •  Select Join

In addition, join our global groups for French, German, Spanish, Japanese and Portuguese to collaborate in your own language http://bit.ly/SalesforceCustomerSuccess

Release Readiness & Feature Adoption

Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA

salesforce.com/dreamforce