Journey Builder & Marketing Cloud Connect 2016-01 Release Highlights and Roadmap February 2, 2016

Karalee Slayton Principal Product Marketing Manager kslayton@salesforce.com @cablemaven

•  What is a Customer Journey

•  Things to look out for and FAQs

•  Walk through Journey Builder Capabilities

•  Q&A

Agenda

Forward Looking Statements

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.

The Lines are Blurring

Connected Customers

Community

Product

Mktg.

App

Online

Events

Sales

Retail

Care

Customers Expect Unified & Relevant 1:1 Experiences

Product Marketing Online Retail Care

Transforming Customer Experience: From Moments to Journeys

Average Customer Experience (Journey)

20% increase in customer satisfaction for companies

that manage the journey across departments

Breaking Down the Silos for Better Customer Experiences

Why is the customer journey so important?

Why is the customer journey so important?

89% OF MARKETING LEADERS EXPECT TO

COMPETE PRIMARILY ON THE BASIS OF CUSTOMER EXPERIENCE BY 2016

Source: Gartner, Inc., “Customer Experience Is the New Competitive Battlefield”, June 4, 2015

One Customer. One Journey.

Sales Service

Marketing

Community Apps

Analytics

Marketing Cloud Connect Create a 1-to-1 customer journey across the Customer Success Platform

Personalize Digital Marketing with CRM Data

Create Cross-Cloud Engagement Enhance the Single Customer View

Email

Social

Advertising

Website

Mobile

Devices

  Build relationships and loyalty by delivering data-driven personalized messages at scale.

  Leverage customer data from across the entire

Customer Success Platform to personalize every interaction across every channel.

  Join the forces of Marketing and Sales to ensure consistent branding and messaging. Driving more relevant conversations and boost engagement.

Personalize Digital Marketing with CRM Data

  Easily build cross-cloud journeys across marketing, sales and service. •  Sales journeys, service journeys, app

adoption journeys, any journey.   Listen for events or changes in the Sales or

Service Cloud to launch customers into a Journey or to trigger an email. •  Dynamic support communications or

onboarding campaigns.   Create or update records within the Sales

Cloud & Service Cloud as part of the Journey. •  Create Leads, Contacts, Accounts, Tasks,

Cases, Add/update Campaign Member.

Create Cross-Cloud Engagement

  Strengthen the single view of your customer in the Salesforce CRM, by pushing opens, clicks and bounces to the Contact Record, creating a full interaction history for every individual.

  Have a complete view of how a contact, lead, or account responds to email campaigns with real-time email tracking data.

  Now everyone across your entire organization can see how and when a customer is engaging with you.

Enhance the Single View

BHTP Breaks Down Siloes to Revolutionize the New Hire Experience

“We are always looking at more efficient ways to better the traveler’s experience, and grow our global brand.”

Brad Rutta, VP of Marketing, Berkshire Hathaway Travel Protection

Implemented internal journey to recruit and onboard new sales reps, connecting marketing, sales, and human resources

Leverages email and SMS to keep reps up-to-date on latest products and training opportunities

Connects Marketing Cloud and Sales Cloud to automate the sales process using Journey Builder, saving sales teams 2-3 months of effort per year on ramp up

Marketing Cloud Connect - New Cross-Cloud Features in January ‘16

Cross-Cloud Engagement Start journeys and trigger activities that connect interactions across Clouds, natively from Marketing Cloud Build Journeys Across Clouds Sales journeys, service journeys, any journey Point and Click Integration Integrate in just a few clicks

Continuous Data Refresh Keep any standard or custom objects connected to Marketing Cloud

Email

Social

Advertising

Website

Mobile

Devices

Continually Stream CRM Data into the Marketing Cloud

Integrated Data

Shared Platform Services

Continuous Innovation

Personalize Digital Marketing

Select all the Salesforce data you want available in Marketing Cloud INCLUDING CUSTOM OBJECTS

Continuous data refresh keeps the Marketing Cloud

up to date

Use all your Salesforce Data in any Marketing Cloud

application

Multi-org Configuration  Enterprise 2.0 Setup

Salesforce Org Enterprise 2.0

Business Units

Salesforce Org

Salesforce Org

Multi-org Configuration FAQs   Enterprise 2.0 Marketing Cloud account   Custom Profile Center

•  Standard Salesforce Profile Center not supported

  •Adopt Connected App •  Gives ability to disconnect account (BU) to SC Org safely so that

BU can be integrated with different SC Org   How to get it:

•  Create a Support case and requesting Multi-Org be enabled for account

•  INTERNAL: Insert quality of “multiorg” into SF_Integration BR

•  Only applies towards v5 of integration

•  Salesforce_ConnectedApp must also be set to “On” and quality of “always”

  Once turned on, should not be turned off

  Data Stream not currently supported

  JB Integrations not currently supported

  Web Collect not supported

  Sharing of Salesforce Data Extensions (SFDE) is prohibited

  Mapping of MC attributes to SC Contact/Lead/Account fields is only supported for standard SC fields

Connected App Authentication

• Greater security and control connecting to the Sale Cloud and Service Cloud

• API limits lifted as REST and SOAP restriction are removed

• Mapping to Sales Cloud and Service Cloud will no longer require passwords

- Password Expiration no longer an issue

Connected App Authentication FAQs   Required for Multi-Org and Data Stream.   Required for all Marketing Cloud Connect customers on 6/1/2016.   Supports all account types except OYB (always) and L&P accounts

(01).   Controlled by the Salesforce_ConnectedApp BR which has 2

states: •  ON with no quality. Available but not required in the account

(existing customers). •  Disconnecting the account results in falling back to the old

mapping. Users must also disconnect the legacy connection to actually “reset” the connection.

•  ON with quality always. Only authentication mechanism for MCC (new customers).

  Salesforce_ConnectedApp BR Required for all BUs   Schedule a sending outage during the upgrade process Auto-

mapping supported for 14 days when connecting to the same production Org

Cross Cloud Journeys Salesforce Sales and Service Events & Activities

•  Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey

•  Activities – Create or update records

within the Sales Cloud & Service Cloud during a Journey. Create Lead, Contact, Account, Task, Case, Add/update Campaign Member

•  Engagement Data – Emails sent through Journey Builder will return tracking to the Sales Cloud & Service Cloud

Journey Builder Sales and Service Events and Activities now available with Marketing Cloud Connect

Integrated Data

Shared Platform Services

Continuous Innovation

Connecting the Clouds Just Got Easier

Specify the Sales and Service Cloud objects you want to watch, including

custom objects React to changes to Sales and Service Cloud objects.

Create or update objects in Sales/Service Cloud

Events

Activities

2015 Roadmap

Service Cloud - New Case Start a Journey when a new Case is added in the Service Cloud.

•  Standard “Event” type to select

•  Easily connect Sales and Service Cloud activity with your journey

•  Entry Events – Listens for triggers like Service Case Closed, or changes that occur in the Sales or Service Cloud to launch customers customers into a Journey

•  Activities – Create or update records

within the Sales Cloud & Service Cloud within a Journey.

•  Engagement Data – Emails sent through

Journey Builder will return tracking to the Sales Cloud & Service Cloud

Journey Builder Sales and Service: Activities and Events

Journey Builder Sales and Service: Events

  Watch any object in Sales and Service Cloud   Monitor Create or Update   Filter Journey Participants   Specify Data Payload   Creates Flows for objects

Journey Builder Sales and Service: Activities

Create or update any object in Sales and Service Cloud Map Marketing Cloud data to Sales and Service Cloud fields Key object UX   Lead   Opportunity   Account   Contact   Case   Task   Campaign Member   Customer Object

Journey Builder Sales and Service: Events and Activities

●  Multi-Org - Not supported in 01 release ●  Provisioning

SalesforceIntegrationPackageProduction for each BU, and MarketingCloud Package 5.493 installed

●  External documentation on Help and will be available on release night (Jan 29th)

●  Internal documentation can be found in Base under Salesforce - Journey Builder Integration

Events and each activity are covered, including known issues

●  Troubleshooting guide - also available in Base under Salesforce - Journey Builder Integration

Will include SQL queries

JB Sales & Service FAQs

Attribute Mapping

Custom Objects

-  Supported by Events and Activities

Marketing Cloud package 5.493

What Is Automation Studio?

Send regularly scheduled batch messages

Integration, data movement, SQL queries and list segmentation

Report delivery, keeping everyone informed without manually running reports

Automation Studio

 Automate simple and complex system activities.

How Customers Use Automation Studio

Birthday Campaigns

Nightly Data Import Generate Weekly Report

2015 Roadmap

Journey Builder - Roadmap

Doug Wilson - Director, Product Management

January 2016

The Decision Split Activity now supports the ability to create up to 20 paths in one activity.   Multiple Paths

  Distinct Filters

  Activity and Path Labelling

  Prioritization

  Reorder Paths

  Automatic Upgrade

Decision Split Activity

  Add an activity to an interaction flow that will wait until an event occurs for the contact currently in the activity or an optional specified duration expires before moving onto the next activity in the flow.

  To request this activity, contact Support   To enable this feature in a customer’s account,

please review the provisioning instructions here.

Wait Until Activity - Pilot

  Event Data is point-in-time data captured at the time of an event.

  Personalize a message or evaluate a contact based on event data.

  Can also be used for events that utilize Marketing Cloud Connector Events or Audience Builder Events.

  Initial Customers •  BBVA •  Carmax •  Fanatics •  Fidelity •  L’Oreal •  Sony EMEA •  Vimeo

Event Data - Beta

New Features Glossary Marketing Cloud Connect (Dreamforce Message that will become the new name)

The new brand name of Marketing Cloud Connector, Was a launch message from Dreamforce used to package the new features of the Marketing Cloud Connector and the new cross-cloud capabilities it provides in Journey Builder.

Marketing Cloud Connector (aka v5 or Salesforce Connector)

The old name for the packaged app used to connect, communicate and interact with the Sales & Service Clouds.

Data Stream (formerly know as Data Connector or Data Sync)

A new feature of Marketing Cloud Connect that will allow customer to set up a one way sync process FROM Salesforce Objects TO Marketing Cloud.

Journey Builder Sales & Service Activities

New Journey Builder Activities that interact directly with Salesforce information like converting a lead or creating a task.

Journey Builder Sales & Service Entry Events

New Journey Builder Entry Events, that listens for triggers directly within Salesforce information, like the closure of a Service Cloud Case

Connected App Authentication

A new Security and Authentication method that ensures that the API calls used by Marketing Cloud connect are not counted against API usage in the Sales or Service Cloud. It also alleviates the need to use passwords in the Marketing Cloud for integration.

Multi-Org Configuration A new configuration option where Enterprise 2.0 accounts will now have the ability to integrate to a Salesforce Org at the Business Unit Level, allowing one Marketing Cloud Enterprise 2.0 account to connect with multiple Salesforce Orgs

Resources

Resources

  Deep dive enablement: SalesforceSME   GovX Webinar:   Chatter Groups:

•  NA7 - SalesforceSME •  Org62- Marketing Cloud Connect

(Integration)   Help.exacttarget.com

- Marketing Cloud Connector   Updates

•  Pitch Deck •  Data sheet •  FAQ •  Feature list

  Two Demo Videos •  Marketing Cloud Connect Cross-Cloud

Journey •  New Data Stream

  Updated Overview Video - coming soon

Pricing & Availability

Marketing Cloud Connect is free in every edition of the Marketing Cloud. Business Rules for MCC are now enabled automatically in each of the new packages. Marketing Cloud editions pricing begins at $400 a month.

*active Journey with at least 1 contact processed Total Customers

485

Client

Uber

Sony

FairCompare

Lyft

GovX

Childrens Place

Propellerhead

Americas Test Kitchen

OfficeDepot

Top Customers by Contact Count

2015 Roadmap

Validation & Testing Maps Audiences and Contact Activity

Roadmap: Where is Journey Builder Going?

Scalability and Performance Cross Cloud Journeys

2015 Roadmap

Journey Analytics Metrics at a glance to evaluate the entire journey.

•  Standard JB report w email tracking

•  Improved dashboard to stay up to date

•  Cross channel and goal oriented

2015 Roadmap

Pre-launch Validation & Testing •  Test audiences and events to

understand which customers will be added to a journey.

•  Simulate the interaction to evaluate how real customers will flow through the campaign.

•  Launch with confidence.

2015 Roadmap

Any Customer, Any Journey

Audiences and Events

2015 Roadmap

Date Trigger

Schedule a campaign trigger

Select Audience

Choose an audience for a campaign

Email

Invite people to receive a triggered email message

Predictive Intelligence

Invite people to subscribe to your SMS and MMS messages

Create an inbound SMS event

Sales Cloud

Create a new case

Take any list and start a journey.

•  Allows for any segmentation tools to be used with Journey Builder

•  Connect previous campaigns to new journeys MobileConnect Service Cloud Community Cloud

Create a community Add a new lead

Start a Journey

Choose Audience

2015 Roadmap

Choose Audience Take any list and start a journey.

•  Allows for any segmentation tools to be used with Journey Builder

•  Connect previous campaigns to new journeys

Register for the Partner Roadmap Webinar: Details on the Marketing Cloud Program Changes will be shared in a Partner Roadmap Webinar March 3rd from 9 –10 am PST / 12 –1 pm EST

 1.Log into Partner Community

 2.Register: https://partners.salesforce.com/partnerEvent?id=a033000000FnqRjAAJ

 Program Changes related to Orange62

Additional Announcements

Thank you