Video 1 (LoB service)

Welcome to a New Era of Connected Service Connect to Your Customers in a Whole New Way

Egemen Eran Trkiye Mid-Market Sat Mdr

eersan@salesforce.com

Forward-Looking Statement

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.

The Age of the Customer Everything and everyone is connected

Billions of connections

Trillions of customer interactions

Millions Thousands

AI

Social

Mobile

Cloud

Terminal

PC

Customer experience has overtaken price and product as the key brand differentiator.

#1

The Future is All About Customer Experience Connections create a differentiated experience

Source: Customers 2020 Report

Price Product Customer Experience

Companies are Differentiating with Service

Reduced number of

systems

17 to 2

SOS Sessions 1M

Cases/Hour 10,000

Mobile Tax Returns 11M

Video Intuit

Companies Customers Disconnected from:

Systems Customers Employees

Demand Service that is:

The Customer Experience Gap is Widening

Smarter Connected Faster Personalized

Become a Customer Company

Connect to your customers in a whole new way

Run your business from your phone

Build 1-to-1 customer journeys

Get smarter about your customers

Powered by Lightning

Service Cloud Drives Customer Satisfaction

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

+ 45% Customer Retention

+ 45% Decrease in

Support Costs

Faster Case Resolution

+ 48% + 47%

Agent Productivity

Increase in Customer

Satisfaction

+ 45%

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Magic Quadrant for CRM Customer Engagement Center

May 4, 2016

Analyst: Michael Maoz, Brian Manusama

Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant of the 2016 Magic Quadrant for CRM Customer Engagement Center

Years in a row named a Leader 8

Salesforce Continues Leadership in Customer Engagement

Award-Winning Product Leader

#1 Contact Center Search #1 Web Support Leader: Customer Case Management Grand Stevie Award

Leader: Customer Engagement Center

Market Leadership Product Leadership Customer Success

Leader: Customer Service

Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, April 2014. The Forrester WaveTM: Customer Service, Solutions for Enterprise Organizations, Q2 2014, Kate Leggett, 4.7.2014.

6000 service hours saved per year

+50% faster case resolution

+47% increase in agent productivity

Welcome to a New Era of Connected Service

3 4 2 1 Connected Service

Faster Service

Smarter Service

Personalized Service

Welcome to a New Era of Connected Service

$235B Spent on IoT devices in 2016

Source: Gartner, Inc.

Connected Service 1

Welcome to a New Era of Faster Service

85% of customers have been put on hold because the agent didnt know what to say and needed to check

Faster Service 2 Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Smarter Service

88% of time spent on smartphones is in apps

Source: comScore, U.S. Mobile App Report

3

Welcome to a New Era of Smarter Service

Personalized Service

4

Welcome to a New Era of Personalized Service

59% Would try a new brand or company for a better service experience.

Source: American Express Survey

Service Cloud Drives Huge ROI

Cross-Sell / Upsell

Customer Retention

Agent Productivity

Call Resolution Time

Agent Onboarding

First Call Resolution

Self Service Deflection

Legacy System Costs

IT Team Productivity

Hardware/Server Costs

Increase Revenue

Reduce Service Costs

Reduce IT Costs

ROI

Get Hands-On with Service Cloud Today

Take a guided tour of the worlds #1 customer service solution

https://www.salesforce.com/service-cloud/guided-tour/

thank y u

Q3 highlights

Demo - Francis

Can Ilkhan Director of Product Management

Can Ilkhan

Director of Product Management