Making the Complex Simple

The Magic Behind Backend Integrations

Ritesh Arora and Mudit Agarwal, VMware

Bhuvan Thakur and Sohail Sikora, Salesforce.com

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 litigation, 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 financial results of

salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This

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.

Ritesh Arora

Sr. Manager, Salesforce Technical

Services

Mudit Agarwal

Salesforce Solutions Architect

@2mudit

Bhuvan Thakur

Director, Solution Engagement

Sohail Sikora

Director, Strategic Services

@abbrevtalk

Agenda

Integration – Why we integrate?

About VMware

Salesforce.com Journey

Why did VMware integrate?

VMware Integrations

Sales Cloud

Service Cloud

In Retrospect

Future of Integration at VMware

Force.com – Why Do We Integrate?

All about VMWare

VMware is the Proven Market Leader

$3.77 billion in 2011 revenues

>$4.5 billion in cash and equivalents

30%+ operating margins

~11,000 employees worldwide

5th largest infrastructure software

company in the world

Proven in the Trenches

300,000+ VMware customers

100% of Fortune 100

100% of Fortune Global 100

99% of Fortune 1000

97% of Fortune Global 500

As of mid-2011,

about 81%

of installed VMs are

VMware-based

Gartner, June 2011

VMware Salesforce.com Journey

Phase 1 PRM (2009)

Phase 2 – Lead Mgmt (2009)

Phase 3 – Sales Cloud (2010)

Phase 4 – Service Cloud (2011)

Roadmap Releases

Single ORG

• Internal users: 8K

• Partners & Users: 58K / 366K

• Customers: 348K

Why did VMware integrate?

• Partner, Sales & Service cloud implemented in a single ORG

• Leverage common objects across business processes

• Supporting over 360k partners on Partner cloud

• Next generation of CRM functionality

• Reduced our dependency on internal Operations teams to support

infrastructure for Sales/ Service/ Partner cloud

Salesforce and VMware are the leaders in visualizing/ implementing

the Cloud in the market place. This shared vision is a Huge Win

Integrations Breakdown

0

1

2

3

4

5

6

7

8

Partner Sales Service

8

4

8

5

3

6 6

1

3

Real-Time

Batch

External

All about Sales Cloud Integration

Enterprise Territory Management

Eloqua

Universal Customer Master

Digital River

Sales Cloud - Enterprise Territory Management

Rules

Repository

Hierarchy

Repository

Territory

Engine

Integration - WorkFlow, mapping, scheduler

- Data Standardization & Enrichment

0

10

Account Lead OpReg

1.1

8.4

0.5

Av. Vol. /day(1,000)

Benefits:

• Transaction Accuracy

• Increase productivity

• Enable go-to-market strategies

• Reduce administrative and support time

Sales Cloud – Eloqua

Eloqua

0

1

2

3

4

5

6

Lead Contact

2.1

5.4

Av. Vol. /day(1,000)

Benefits:

• Real time lead update into Eloqua

• Real time Lead & Privacy Data update

into SFDC

Lead &

Privacy

Data Contact

Sales Cloud – Universal Customer Master

UCM

Fusion Middleware

Benefits:

• Account Standardization/ Enrichment

• DUNS provide better Territory

Assignment

• Account Master

0

0.1

0.2

0.3

0.4

0.5

Account

0.5

Av. Vol. /day (1,000)

Sales Cloud – Digital River

Fusion

Middleware

Benefits:

• Streamline experience with SSO

• Initiate buying from SFDC itself

• Automated content visibility

0

0.5

1

1.5

Orders

1.5

Av. Vol. / day (1,000)

Digital

River

Orders Confirmation

Order

Processing

All about Service Cloud Integrations

Portal

CTI

Bugzilla – Knowledge

eForm

Service Cloud Integrations – Custom Portal to SFDC

Oracle EBS/

Entitlements

File

Attachments

Fusion Middleware

Custom

Portals

Benefits • Scalable/Robust

• Same look & feel as all VMW portals

• Enables Entitlement checks in Oracle

• Uses Enterprise Middleware @VMW

• Enables integration with Nirvanix

Service Cloud Integrations – CTI Integration

Oracle EBS/

Entitlements CTI

Benefits

• Give VMW customers flexibility

• Every Customer has a CN/ Accnt #

• Check Entitlements in Oracle

• VMW users report improved

performance

Service Cloud Integrations – Bugzilla-Knowledge-SFDC

Bugzilla (Bug

tracking) Knowledge

Mang.

Fusion Middleware

Benefits

• Makes TSE’s life easier

• Provides bug info to Customer

• Helps in giving ETA of a bug fix is TSE

has it

• Gives KB info to Customer

Service Cloud Integrations – eForm & eForm Loader

eForm App

eForm Loader

(Informatica) eForm My

SQL DB

Benefits • Continuity in Services apps for users

• Ability to handle Customer Calls

In Retrospect

24

Functional Non-

Functional Piecemeal

Standards Test, Test and Test

New Technology

Future of Integration - Scenarios

Integration Layer

SFDC Cloud X

Scenario -1

Scenario - 2

Scenario -3

Cloud-2-Cloud Integration

Integration Layer

SFDC Cloud X

Int. Service

Cloud-2-Cloud Master Data

Integration Layer

SFDC Cloud X

Int. Service

Master

Data

Master

Data

SFDC

Key Takeaways

• Why integrate with Salesforce.com?

• Understand Business Value Add

• Types of Integrations

• Proposed Future Integration roadmap

Ritesh Arora

Sr. Manager, Salesforce

Technical Services, VMware,

@arora_rits

Mudit Agarwal

Salesforce Solutions

Architect, VMware

@2mudit

Bhuvan Thakur Sohail Sikora

Director, Solution

Engagement

Director, Strategic Services,

@abbrevtalk