Embracing the Cloud 5 Key Benefits From Salesforce.com. Mark Easley Sr. Director Sales Engineering Service Cloud

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1 Embracing the Cloud 5 Key Benefits From Salesforce.com. Mark Easley Sr. Director Sales Engineering Service Cloud

2 Two Market Leaders Come Together Gartner Magic Quadrants Customer Engagement Center Field Service Management

3 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 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.

4 Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware Scalable Any Device App Marketplace Transparency No Software Automatic Data Portability Extensible Real-time Status Upgrades

5 Agenda Fast Easy Open Flexible Trusted

6 Agenda Fast Easy Open No Hardware No Software Flexible Trusted

7 Infrastructure Slows Down Application Development Fast New Projects Infrastructure IT Time and Budget Hardware Infrastructure Network Data Center Multi-Device Redundancy Storage Availability Disaster Recovery Scale Software Infrastructure Operating System Database App Server Web Server Security Server Integration Server Mobile Server IDE IT spends 80% of it s time and resources keeping the lights on

8 The Cloud Computing Model Fast Multi-tenant Automatic Upgrades Pay-as-you-go Real-time 5x Faster IDC White Paper sponsored by Salesforce.com: Force.com Cloud Platform Drives Huge Time to Market and Cost Savings, Doc # , September, 2009

9 Agenda Fast Easy Open Scalable Automatic Upgrades Flexible Trusted

10 Dateline 2009: A record for transaction scale Easy 13 Billion transactions per quarter

11 Now that s less than 2 weeks work! Easy 86 Billion transactions per quarter 13B

12 billions/quarter The Trusted Cloud Platform for Enterprise Scale Easy Platform Transactions 60% Y/Y Growth Transactions Per Minute Searches 2,000,000 Transactions 1,000,000 Shares 685,000 Posts App Store Downloads Posts 100,000 47,000 3,600 Over 86B transactions /quarter

13 Customers are storing more data than ever Easy 65 Billion total records stored 6B 40 Billion custom object records

14 And integrating at an unprecedented pace Easy 1.8 Trillion records processed per month via API 300M

15 Sites with Millions of Registered Users Easy

16 Customers with Millions of Accounts 32M banking accounts 33M software users 44M award applicants 57M cable subscribers 69M logistics customers Easy

17 And the Future looks bigger 160M Insurance Easy 32M banking accounts 33M software users 44M award applicants 57M cable subscribers 69M logistics customers

18 And Accounts aren t the biggest object custom objects standard objects 161M records Easy 69M accounts

19 And more being tested by our customers 1B Custom Objects Easy 500M Activities custom objects standard objects 69M accounts 161M records

20 Not just data records files & documents too 7.3TB advertising 7.8TB insurance Easy 953GB communications 2.3TB government 2.5TB commerce

21 Multi-Tenancy Requires Seamless, Automatic Upgrades 43 Major Releases All Customization and Integrations Auto-Upgraded Easy > 3M Custom Database Tables >11M Custom Visualforce Pages >6B Lines of Apex Code >500M API Calls Per Day, 28 versions Always have the Latest Innovations & Technology Versioning, 260,000+ automated tests, and 50M+ customer-provided tests yield robust integrations and custom code

22 Agenda Fast Easy Open Flexible Any Device Data Portability Trusted

23 Build Amazing Apps and Connect Everything. Open Build Innovative Customer apps Automate Processes with Employee Apps Connect Everything

24 World s #1 Cloud Platform for Building Apps Open APIs Soap APIs Rest APIs Bulk APIs Tooling APIs Metadata APIs Analytics APIs Social APIs ET API Streaming APIs Mobile Services Mobile SDK Developer Mobile Packs Offline Support Geolocation Custom Actions Identity Private App Exchange Mobile Notifications Visualforce1 Core Services Chatter Multi-tenant Infrastructure Workflows Cloud Database Analytics Data-level Security Apex Schema Builder Multilanguage Sharing Model Heroku Add- Ons Translation Workbench Services Search ET 1:1 Heroku1 ET fuel Monitoring

25 Define Integration Style: What Layers Need Integration? Open User Interface Screens exposed to end users Application Logic Your business logic (in C, Java, Apex + workflows, rules, etc) Data Layer Your Data Model Security

26 User Interface: Presentation Level Integration Mashups, Canvas Open Your 3 rd -Party application will display in a canvas Canvas SDK

27 Application Logic : Logic Layer Integration Credit Check Open Real-time Call Out

28 Data Layer: Data Integration Invoice Example Open Salesforce Account Data Invoice Data to SFDC Custom Object via API

29 Keyboard Shortcuts, Push Notifications Service Cloud Console Integrations Capabilities Open Out of the Box Integration Technology Options Standard Objects Reports/ Dashboards Cross Domain JS Salesforce Console Integration Toolkit available for deep UI integration and native feel Visualforce 3 rd Party web pages/ web tabs Custom Objects Chatter Live Agent Standard Components Open CTI Canvas Apps Component Framework Primary Tabs, Subtabs, Navigation Tab, Footer, Sidebar Components

30 2 Certified With All Major Middleware Solutions Over 90 Certified Solutions on the AppExchange 4 Open Low Complexity Medium Complexity High Complexity Composite Apps/SOA Enterprise Mash-ups Rich user interface Application Integration Real-time integration Multi-step integration Human workflow Data Integration Data migration Data replication Bulk data transfers Data Cleansing Data deduplication Data assessment Native Integration Managed Packages

31 Agenda Fast Easy Open Flexible App Marketplace Extensible Trusted

32 AppExchange Flexible 2,000+ Apps 2M+ Customer Installs $1B+ Partner Revenue

33 Gain Instant Access to 100K+ Customers Flexible Security Review Curated Marketplace Free Trials Made Simple Customer Reviews 70% of the Fortune 100 have installed an app

34 Force.com is 5X Faster and Half the Cost Flexible Deliver Apps 5X Faster Point and Click for Business Users Coding for Developers Half the cost Fewer IT Resources No Hardware/Software On-premise Software Force.com Includes: staffing, infrastructure, licenses, IT support, and changes. IDC White Paper sponsored by Salesforce.com: Force.com Cloud Platform Drives Huge Time to Market and Cost Savings, Doc # , September, 2009

35 Force.com is the Killer Platform for Edge Apps Flexible Rapid Development Open integration Central Governance Build enterprise apps in days Integrate with core enterprise apps Centrally manage access and deployment of apps Visual Development Tools Configurable Services SOAP/REST APIs 200M+ API calls per day Shared Security Model Sandbox Environments

36 Customers Have Built Apps for Every Department IT Governance/Project Mgt Human Resources Marketing Flexible IT Governance Recruiting and Training Franchise Management Project Management Commercial HR Suite (ISV App) Trade Show Management Claims Management ERP/Accounting Billing Insurance Claims Management General Ledger Medical Claims Billing Shipping Loss Claims Order Management Quoting/Licensing/Billin g Websites/eCommerce Operations Legal Coupon Redemption Performance Mgt Analytics Digital Rights Mgmt E-commerce Inventory & Distribution Contract Mgt

37 Agenda Fast Easy Open Flexible Transparency Real-time Status Trusted

38 Trusted: Our Highest Value Trusted trust.salesforce.com Transactions Per Quarter 105B Transactions in Q4FY14 49% YOY Growth Average Page Time Q1FY11 Q4FY11 Q3FY12 Q2FY13 Q1FY14 Q4FY14 200

39 Security That Improves With Every Customer Trusted World-Class Security Infrastructure Application Security SAML IP Range Restrictions SSL encryption Identity confirmation Sophisticated Sharing Model Network Security IP restrictions Multi-layered firewall Intrusion detection 3 rd party assessments Industry and Government Certified The Word s Most Demanding Customers Facility Security 24 x 365 security Biometric readers Silent alarms CCTV Motion detection

40 Multiple Data Centers and a Pod Architecture Trusted NA4 NA0 NA1 NA2 NA3 NA5 NA6 NAx Network Storage Backup Monitoring Global Footprint 6 Production Data Centers European DC in 2014 Repeatable Isolation 42 Pods in Production 10 new Pods live so far in 2013 Pods fully mirrored in remote Data Center

41 Availability Trusted Full redundancy for all servers, storage, network Maintain 3 replicas of all databases Block-level replica in remote data center Local log-level replica 90 days of backups Distributed filesystem redundancy, DR, backup All software releases require zero downtime Before 2012 major releases 3 times/year required 6 hours 24X7 NOC in Virginia, Singapore, Dublin

42 Multiple Network Carriers and Redundancy at the Edge Trusted Sprint NTT AboveNet Equinix Exchange Level3 MCI NTT SinTel* PacNet* Tata* Edge Routers Edge Routers Redundant Firewalls * Singapore Data Center Carriers* Redundant Load Balancers Redundant Core Switches Si Si Server VLAN Switches/Firewalls

43 Centralized Monitoring Solution Proactive monitoring based on known thresholds & trends. Identify and resolve issues before they happen and affect the Salesforce.com site or specific customer. EMC Smarts Monitoring Smarts Application Tier Deployed at each Salesforce.com production data center EMC Smarts Availability Manager & EMC Performance Manager pulls: Network device availability, Host availability, Interface, fans, Chassis information Open Integration portion pulls data from: Trap information from network devices, port Information,load balancing activity Syslog facilities captures: DB errors, Application errors, OS issues Existing Monitoring Tools Integrated into EMC Smarts Applications Manager: Gomez Allows for various views of how the outside world is performing against the Salesforce platform Hyperic - Customized In-House integration - scraping of alerts, giving us a way to see events in one place. Dice - Alerting allows any warnings or issues to be readily available to the Operation Services Center Nagios - Custom In-House integration-allows for existing custom-written Nagios code to alert into the Smarts platform Outside EMC Smarts Platform Coradiant- end user experience metrics Trusted NEW CHI Production Data Center NEW WAS Production Data Center EU OSC Site SJL Production Data Center NA OSC Site ASG Production Data Center SIN Production Data Center & APAC OSC Site Custom Agents Cricket

44 Benefits of Multi-Tenant Cloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware Scalable Any Device App Marketplace Transparency No Software Automatic Data Portability Extensible Real-time Status Upgrades

45 Our Vision for Connecting Your Organization Sales Rep Contact Center Agent Customer Field Service Employee

46 Introducing ClickWorkforce and ShiftExpert

47 How to Engage with Us Attend our 4pm Session Today: ClickWorkforce Roadmap Visit the Salesforce AppExchange to Learn More Details Ask Your ClickSoftware AE for More Information Join Us at Dreamforce in San Francisco: Oct

48

49 HOW D WE DO? Green- Exactly what I was looking for Yellow- Not quite what I was looking for Red- Not at all what I was looking for 49

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