Getting Started with Social Studio Please note: We will be starting a minute or two after the hour to allow for people still joining. If you are not able to hear me, please let us know in the question widget.

Getting Started: Listen and Analyze Presented by: Your Getting Started with Salesforce Marketing Cloud Team

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 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, 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 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 fiscal year ended January 31, 2009 and our other filings. These documents 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 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.

YOUR IMPLEMENTATION JOURNEY

Step 1: Listen & Analyze Learn how to configure your account and get your team set up in Marketing Cloud Social Studio and set up topic profiles to capture conversations about your brand. Step 2: Publish Discover how to create, schedule and post content to a team calendar. Effective team management has never been so easy. Step 3: Engage Learn the tool that will help you connect with your social accounts and customers in a whole new way.

First, some logistics

Questions, answers, and staying in touch

• How do you ask a question? • Will this be recorded? • Where can you get the presentation? • Where can you go to get more information?

OBJECTIVES: LISTEN AND ANALYZE

By the end of this webinar, you should be able to:

1. Configure account settings, create users and

approval rules, and create workspaces within

Social Studio.

2. Create a basic topic profile in Social Studio

3. Create and configure dashboard settings

4. Filter and deep dive into card data

5. Inspect posts in your feed

POLL: Does your company already have a strategy for Social Listening?

A) Yes

B) No

C) I’m not sure

Let’s Get Started

SOCIAL STUDIO & RADIAN6

URL: Socialstudio.radian6.com Use for: 1. Publishing content – Add icons 2. Engaging with posts from social

accounts 3. Social listening/ Analyzing results

URL: login.radian6.com Use for: Deep dive analysis for social listening

SOCIAL STUDIO: LOGGING IN

Workspaces

SOCIAL STUDIO: WORKSPACES

• Key to organizing your teams

and the social accounts they work on.

• Only Full Users and Super

Users can create workspaces

ADDING A SOCIAL CHANNEL

Live Demonstration: Admin Settings, Adding new users and social channels, and Creating a workspace

ANALYZE: TOPIC PROFILE CONFIGURATION

ANALYZE OVERVIEW Analyze Tab

Dashboard

Card

DASHBOARD TYPES

• Twitter Account Summary • Facebook Account Summary • Social Listening Summary • LinkedIn Account Summary • Google + Account Summary • YouTube Account Summary • Instagram Account Summary

DASHBOARD CARDS

DASHBOARD CARDS: ENGAGEMENT SUMMARY

Twitter Account Summary Social Listening Summary

DASHBOARD CARDS: ENGAGEMENT TREND

Twitter Account Summary Social Listening Summary

DASHBOARD CARDS: FEED CARD

DASHBOARD CARDS: SENTIMENT SUMMARY CARD

DASHBOARD CARDS: SENTIMENT TREND CARD

DASHBOARD CARDS: CONVERSATION CLOUD CARD

EXPORTING DATA FOR CUSTOM REPORTING

Extract CSV data for further analysis and reporting. Available for: • Post Volume • Posts Over Time • Feed • Sentiment • Sentiment over Time • Top Countries (Social Listening

Dashboard only)

• Top Languages (Social Listening

Dashboard only)

• Engagement Over Time (Twitter,

Facebook, YouTube, and Instagram)

ANALYZE: ACTIONABLE INSIGHTS

See a post and want to respond? No need to leave Analyze!

• Facebook – Reply and Like posts right from your Facebook dashboard

• Twitter – Reply, Retweet, Quote, and Direct Message from your Twitter or Social Listening dashboard

• LinkedIn – Reply to posts from your LinkedIn community from your LinkedIn dashboard

Notes: • Any engagement from Analyze is reflected in

Social Studio Engage as well. • Engagement options are not available for

Google+ at this time

Live Demonstration: Navigate settings, Create and add a topic profile, Review and create a dashboard, and Review Post Inspector

KEY RESOURCES

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.

Essential follow-ups from today’s session

• Log into Social Studio • Learn more about users in Social Studio • Complete the 6 steps for setting up Social Studio outlined on our Getting Started with Social

Studio Help and Training page. • Create a Topic Profile following these steps. (Skip to 40 min mark) • Create a social account or social listening dashboard following these steps.

Background viewing, reading, and doing

• Online training is for your users as well as you – make sure they have access to the videos on Social Studio – Customer Journey and Getting Started and Social Studio – Set Up.

• Read more on Topic Profile creation within Social Studio here.

And don’t forget!

• Now that you’ve completed the first step of our Getting Started with Social Studio webinar series, sign up for the next session: Getting Started with Social Studio: Publish

• Follow @SocialStudioCRM on Twitter to receive all the latest updates on Social Studio

LIVE Q&A: FRI 11:30AM

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YOUR IMPLEMENTATION JOURNEY

Step 1: Listen & Analyze Learn how to configure your account and get your team set up in Marketing Cloud Social Studio and set up topic profiles to capture conversations about your brand. Step 2: Publish Discover how to create, schedule and post content to a team calendar. Effective team management has never been so easy. Step 3: Engage Learn the tool that will help you connect with your social accounts and customers in a whole new way.

Q&A

Thank You