Overview

Overview History Salesforce Architecture Customer Use of Salesforce Salesforce Editions Business Objects Standard Business Objects Custom Business Objects Benefits Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

Salesforce.com: On-Demand Innovation Catalyst List questions that are good discussion areas on this slide or topic or key points that may come up in discussion. Mainframe Client/Server On-Demand The evolution of enterprise software, culminating in on-demand. Mid 20th Century Platforms Late 20th Century Platforms 21st Century Platforms List resources and URLs that are relevant to this slide/topic.

Salesforce Applications & the Force.com Platform List questions that are good discussion areas on this slide or topic or key points that may come up in discussion. Fan: Applications built using the force.com platform that are created by Salesforce.com or posted to the AppExchange. There may be application-specific features built into these applications, but most share common customization capabilities using the platform. Block: The platform is the application development toolset provided by Salesforce.com that allows for both declarative (clicks) and programmatic (code) customizations. List resources and URLs that are relevant to this slide/topic.

Customer Use of Salesforce.com Has Evolved CRM Applications Sales Marketing Service & Support Customized/ Integrated Meta Customizations Rich Web Services Integrations ERP Legacy Platform Customers building new On-Demand apps Ecosystem Partners building integrated solutions Directory Directory of On-Demand Business Apps http://www.youtube.com/watch?v=EbnCUqAL6UM salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

Salesforce Applications Make Every Rep a Top Performer Empower your agents to delight Customers Turn Customers into Evangelists salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is Salesforce SFA? SFA= Sales Force Automation On-demand Customer Relationship application Out-of-the-box functionality Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is Salesforce Marketing? Notes: Salesforce Marketing includes: Campaign Management Lead Management Search Marketing: Salesforce for Google Adwords Contact Management salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is Salesforce for Google AdWords? Create ads that display on search engines Generate leads Track and analyze results Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is Salesforce Partners? Companies that sell through indirect sales channels can manage, track, and forecast their channel business alongside direct sales business. Salesforce Partners includes two key products to help with Partner Relationship Management. Partner Portal –Users to log in to Salesforce through a web portal rather than through salesforce.com. You can customize the web portal to show your branding, and you can configure it to meet your functional and security needs. Salesforce to Salesforce - Share lead, opportunity, account, contact, task, or custom object data with your business partners that use Salesforce and get real-time updates on the shared data. Salesforce Partners is completely integrated with Salesforce Automation (SFA). There is no duplication of data between PRM and Salesforce.. All permissions, rules, workflow, page layouts, and roles are managed in Salesforce and based on the profiles that are created in Salesforce. Partner relationship management is not enabled by default in Salesforce, to request partner relationship management, contact salesforce.com. For more information: Search Help and Training for: PRM Portal Implementation Guide Partners connect & transact using their own Salesforce instance Fully branded community portal Tools to drive revenue A Web 2.0 experience Partners work their way, in their system You have full control & visibility 10

Engage All Your Communities Online Bubble the Best Ideas to the Top What is Salesforce Ideas? Engage All Your Communities Online Bubble the Best Ideas to the Top Spark Conversations Around Ideas Create Interactive Communities Add Comments to Ideas Vote the Best Ideas to the Top Notes: Another tab in the application and it can also be exposed out through the customer portal. Share sales advice and best practice You might also consider rolling Salesforce Ideas out company wide. It can be used to align behind key initiatives or improve cross-departmental collaboration. salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is Salesforce Content? Share and manage documents, presentations, multimedia files Full-text search, tagging, subscriptions, and content ratings Generate reports on downloads, ratings, and subscriptions Notes: Deliver Content to Customer Portal and PRM Portal Store, manage, and search for Content in 15 Languages salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is the Force.com Builder? Point-and-click customization tool Modify the application to meet your needs – no coding Build custom Applications Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What is the Force.com Platform? The Force.com platform lets companies customize, integrate and create enterprise applications as a service and without software. Administrators can customize the standard applications provided by salesforce.com or build their own on-demand applications by grouping standard and custom tabs into new custom applications Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

Salesforce Editions Notes: Organizations subscribe to the Salesforce Edition that is right for their business needs: Group Edition: CRM for Five or Fewer Users Professional Edition: For Small to Mid-Sized Companies Enterprise Edition: For Enterprise Needs Unlimited Edition: An Enterprise Platform for all your needs Question: How do I know what Edition my company is running? Answer: To determine which Edition you are using, check the title bar of your browser. Question: How do I know what’s included in my edition? Answer: Review the Edition Feature Comparison Download from salesforce.com www.salesforce.com - Bottom of Page: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What are Standard Business Objects? Provided with out-of-the box Salesforce SFA and Salesforce Service & Support applications Capture key, related information which correlates to tables in the database Notes: Campaigns: A Campaign is any marketing project that you want to plan, manage, and track in Salesforce. Leads: A Lead is any person, organization or company that may be interested in your products. Sometimes Leads are referred to as Prospects or Suspects. Leads are not yet customers. Accounts: An Account is an organization, individual or company involved with your business such as customers, competitors and partners that you wish to track in Salesforce. Contacts: A Contact is any individual or influencer associated with an account that you want to track in Salesforce. Opportunities: An Opportunity is any potential revenue-generating event (“sales deal” ) that you want to track in Salesforce. Cases: A case is a detailed description of a customer’s feedback, problem or question. Solutions: A solution is a detailed description of a customer issue and the resolution of that issue. The collection of your organization’s solutions is sometimes referred to as the solution knowledge base. Forecasts: A forecast is your best estimate of how much revenue you can generate in a quarter. Documents: Reports: Reports are summaries and analyses of your data, which you can display or print. Dashboards: Dashboards give you a real-time snapshot of corporate metrics and key performance indicators. A dashboard is a group of different charts (or components) that graphically display your custom report data. Calendar and Task: Activities are both tasks and scheduled calendar events. You can define and track activities for many different objects, including campaigns, accounts, contacts, and leads. Products: Products are the individual items that you sell on your opportunities. (Please note that Products are available in EE/UE and Developer and in PE for an additional fee.) Please note, not all Standard Objects are depicted in the above slide or discussed in the notes. Please refer to Help in Salesforce for more information. salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

What are Custom Business Objects? Using Force.com Builder, you can build your own objects Capture key, related information that applies to your business needs, not necessarily related to Sales, Marketing or Support processes Correlate to tables in the database Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com

Benefits to users depend on their job functions… Sales Representative Benefits Close more deals Access your account information anytime Streamline your sales processes Establish consistent and collaborative customer management Ensure timely follow-up with your customers Facilitate collaboration across sales teams Sales Manager Benefits Analyze your sales pipeline Standardize and shorten sales cycles Track your competitors on every deal Identify trouble spots early and use historical trends to better predict future patterns Reduce administration time and effort Monitor and maximize productivity of reps Measure Sales Rep activity metrics Marketing Benefits Ensure no leads are dropped Seize all sales opportunities Increase qualified leads Optimize lead flow from capture to close Effectively measure marketing ROI Plan and execute quality campaigns Customer Support Benefits Ensured timely customer response Enhanced productivity of support representatives Capture and utilize organizational knowledge Improve support representative accountability Increased visibility into customer issues Reduce ramp-up time for support representatives Notes: salesforce.com proprietary/confidential: customer internal use only © 2000 – 2008 salesforce.com