1.
Reimagine Service with
Faster, Smarter and More
Self Reliant Support
Daniel Kolodynski
Service Cloud Account Executive
Niall Murphy
Communities Specialist
Webinar with Salesforce

2.
Housekeeping
• All lines are muted
•To ask a question, please use the question box on the Go To
Webinar tool
• Questions will be answered after the presentation

3.
Agenda & Speakers
• Introduction to Service on Salesforce
- Daniel Kolodynski– Salesforce
• Demonstration
- Niall Murphy– Business Architect, Salesforce
•Q&A and wrap up
Questions:
• Ask your questions in the questions box on the right of the screen

4.
Future Looking Statements
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such
uncertainties materialise 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 utilisation 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.

5.
IoT
Data
Science
Social
Mobile
Cloud
LAN/WAN
Client
Server
SNA
Mainframe
Terminal
The Age of the Customer
​Everything and everyone
is connected
MillionsThousands Billions
connected things of customer interactions
Trillions

6.
It’s All About Customer Experience
Customers are increasingly switching providers due to poor customer experience
of the Fortune 500 firms
from 2000 do not exist
52%
Source: Accenture, Customer 2020
Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”
64%
46%
51%
201420132012

7.
Yesterday’s Customer
Service Solutions
The Customer Experience Gap
Your customers
IoT
Data
Science
Social
Mobile
Cloud
Help lives in desktop portal Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected resources and data
Not built for speed

8.
Customers Are On A Journey
“Customers Cross 5 Channels When Making Purchasing Decisions”. GOOGLE

9.
1:1 Clienteling Automated Clienteling
MARKETING
• Campaign & Audience Management
• Consumer Journeys
• Display Advertisement
• Social Studio (Listen/Engage/Publish)
• Analytics (Web and In App Mobile)
• Predictive Intelligence & Personalisation
• Production & Content Management
CONSUMER APPLICATION
(Web and Mobile App)
• eCommerce Integration
• POS & IOT Integration
• Consumer Engagement Apps
• Pixel Perfect Design
Master Data
• Consumer Master Data
• Vendor Master Data
• Product and Location
Sales
• Consumer Orders
Consumer Service
• Live & Video Chat
• SOS Button
B2B & Employee Application (Web & Mobile)
• Purchase Orders
• Store Orders
Community
• Vendor Community
• Employee Community
• Consumer Community
Loyalty Execution Instore IS
InStore
Store Services Consumer Services
Product Ratings
Next Best Offer
Live Video Chat
Community
EmployeeServices,Store
Operations
SustainabilityClick & Collect
Mobile Payments
Pick-UpOrders
Return Services
Kiosk
Product Rentals Catalogue
Newsletter
Social Consumer Services
Product Information Social ServicesPOS Coupons
TailoredPromotions,
ProductPlacements
Benefits,Compensation,
Education
Product Recommendations
Consumer Care
Telephony Social
Surveys Chat
Social Media Integration
SEO/SEM
Social Commerce
Content ManagementActive Audiences
Predictive Selling
Social Push
Social Advertisement
Lookalikes
Digital Channel Services
AdWord Management
Search
Merchandising
Online Shop Services
Assortment Planning
Promotion Planning
Forecasting
Surveys/Audit
Prediction Planning
In Store Operations
Workforce Management
Employee Onboarding
Store Inventory Management
Scheduling
Store Analytics
Store Digitalization
Collaboration
Employee Apps
IoT Services
Automated Services
Automated Replenishments
Recognition
Gamifictation
HR & Employee Services
Recruiting Onboarding Employee Helpdesk
Training Performance Management
Employee Motivation
Media Management
B2B Services
Vendor Onboarding
B2B2C eCommerce
Trade Promotions
Contract Management
Process Payments and Orders
Integration WebServices/
REST API
ANALYTICS
• Smart Data Services
• Data Sciences
BatchAPI
Integration WebServices/REST API
REST API
Order Management Services
OMS
Stock/Virtual Stock
PIM
Subscription Management
Product Catalogue
Mobile Coupons
Payment Options Wish list/Friends List
Return Management
One Click Shopping Geo Location
Email
Mobile Push
SMS / MMS
Web Analytics
Diagnostics
Geo location/Beacon
One Touch Orders
Robot Clientelling
Cross-Sell Engine
Create and manage orders
ConsumerServiceEngagement
Partner Ecosystem/Integrated
Operations
Promotions,TailoredCoupons,
Consumer,Information,Mobile
Push
Supply Chain Services
B2B Integration - EDI
Tracking Services
Warehouse Management
SCM Insights/Dashboards
Logistics/Delivery
In-Store Tailored Promotions,
Product Placements
Consumer Engagements
Recommendation
Order Processing, Stock Management, Promotions, Shipments
PLATFORM
• Integration Services
• B2B & Employee Application (Web & Mobile App)
• Identify Management
• Authentication and Authorization
• Mobile
• Big Data Objects
• Data Management Tools
• Data Modeling Tools
Finance
IoT
• Business Rules & Orchestration
• Real-Time Event Processing
• Rich Contextual Data at Rest
HOW TO BUILD A SINGLE VIEW OF A CUSTOMER
Knowledgbase

10.
Monitoring Customer Journeys
Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
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1101001010101011000010010110
1110001000010001000110111011
0001000111110100101010101100
0010010110111000100001000100
01
Analyse
Compute The Perfect Response
Deliver The Precise action
Proactively and In Context

11.
Service Platform for Customer Success
​Transform the customer experience with Service on Salesforce
Innovate Faster
Build and scale at the speed of your customers
Smarter Support
Empower agents and managers with the right
tools and intelligence
Personalized Service
Connect 1 to 1 with every customer, anywhere
SOS

12.
Self-Service
Communities
​Unify self-service and community experience
​Seamless integration between self-service
and assisted service
​Build a branded community with Community
templates or the drag & drop designer
​Responsive design to engage on any device
Help Customers Help Themselves with Communities
​Self-service and communities
Increaseincasedeflection
+ 31%

13.
Niall Murphy– Demo
Business Architect, Salesforce

14.
“We want to focus on the human side of
the business by offering super service
with our community.”
Matt Bullock, CEO & Founder
• eWay processes 25% of online payments in Australia – 18,000 business customers with 4.6 Billion
payments in 2014
• Immediately reduced service tickets by 50% after implementing self-service with Community Cloud
• Lighter agent load reduced average response time from 65 minutes to 16 minutes
• Used Community Templates to quickly replace Zendesk and gain single view of customer from
service to sales

15.
eWay Delivers Friction-Free Service with Community Cloud
Provide quality service
to growing customer base
All customers were calling or
emailing support desk with
even simple issues.
Sales Cloud + Zendesk
solution divided view of
customer between sales &
service.
Create a Single
Customer Platform
Implemented Service Cloud
and Customer Community
to provide online self
service.
Common platform for sales
and service enabled single
customer record for all
interactions.
Deliver Customer
Self-Service
Online self-service
provided Knowledge
Articles on key subjects.
Quickly expanded
customer collaboration
using Community
Templates and gamification
See Big Time
Results
Reduced support desk
cases by 50%
Increased NPS customer
satisfaction score from 48%
to 63%
Reduced case closing times
from 21 hours to 3 hours
and lowered response time
to 16 minutes

16.
Questions
To ask a question, please use the question box on
the Go To Webinar tool…

17.
Find out more?
• If you are already a Salesforce customer, then please speak
to your AE with any queries or to follow up
• Visit our website to learn more about Service on Salesforce:
www.salesforce.com/uk/service-cloud
• Watch out for a follow-up email next week with a link to this webinar
recording
• Visit our website to view previous webinars and sign up for upcoming
sessions: www.salesforce.com/uk/events/webinars

18.
Thank you