Partner Roadmap Webinar August 2017

1. Partner Roadmap Webinar
AppExchange (ISV) and Consulting Partner Teams
@partnerforce
​John Richter, Director, Partner Community

2. 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.
*as a Salesforce Partner, please refer to your Partner Non-Disclosure Agreement (NDA) as outlined in the SPPA – http://p.force.com/sppa

3. Partner Roadmap Webinar - Agenda
​:: Release Readiness
​:: Consulting Partner Innovation Awards
​:: Partner Community Updates
​:: Q&A (Team)

4. Partner Roadmap Webinar Series
​What’s New & What’s Next for Partners
Next Webinar:
​Thursday, Sept. 7, 9am Pacific
​ISV Onboarding & Lightning Accreditation
http://p.force.com/roadmap

5. New Trailhead Modules
http://p.force.com/trailhead
AppExchange Product Licensing & Customer Support
Coming in September 2017:
Customer Success for AppExchange Partners
Building a Commerce Cloud Practice (SI)

6. Lightning Round
​Lightning Accreditation (Consulting Partners)
• New Accreditation Path announced yesterday - http://p.force.com/lightningnow
• Lightning Transition Specialist Superbadge (Coming Sept. 5)
• Lightning Master (Specialization) announced
​Lightning Ready Apps (AppExchange Partners)
• Readiness Requirements (updated deck) – http://p.force.com/lightningready
• New Lightning Tour dates announced
​Updates on the Lightning Experience
http://p.force.com/lightningnow
http://p.force.com/lightningready
(SI)
(ISV)

7. Trust Notifications (Sign up today!)
Near real-time email notifications regarding incidents and maintenances
posted to our Trust Status site (status.salesforce.com).
Self-subscription model including preferences for:
● Instance (NA51, AP5, EU7, CS10…)
● Language (7 languages)
● Event Type (Maintenance, Performance Degradation, Service Disruption)
● Service of Interest (Core Service, Live Agent, Search…)

8. Quip Update
Logan Randolph
​http://p.force.com/quip

9. Quip for Partners
​Work smarter, collaborate more effectively, increase productivity
http://p.force.com/quip
• Getting Started tips
• Free offer for partners
• New Blog post
• Use Cases
• Product Overview
• Sales Resources
• Collaboration Group
• FAQ

10. Release Readiness
Paul van der Staay
Kyle Rowley
Mickey Bennett
Mike Broome
Jon Roldan
​http://p.force.com/releases

11. Seamless Releases
August 3, 2017
Kyle Rowley, Senior Director, Release Management
krowley@salesforce.com
Paul van der Staay, Senior Release Manager
pvanderstaay@salesforce.com
Michael Broome, Release Manager
mbroome@salesforce.com

12. Which Clouds are in scope for this presentation?
Sales Service CommunityAnalyticsApps (Platform)
… and which are NOT in scope for this presentation?
Marketing Commerce IoT

13. Major Release Process
Apr May Jun Jul SepAug Oct
Monthly Sprint Reviews Release Sprint Staggered Release
Scrum Teams
Sign Off
2 Release
Roadmap
Scrum Teams
and Functional Areas
Sign Off
Partner Pre-Release
Go Live
Pre-Release
Ends
Feature
Freeze
Release
Freeze
Done Done Done Release to
Internal
Sandbox &
Production
Instances
SB/R0 Releases
SB = 2/3rds of CS
instances (Sandbox
Preview)
R0 = Two instances
where Salesforce has
largest orgs
R1/R2 Releases
R1 = 25% of prod
instances
R2 = All remaining
instances
Branch locked and check-in
approval required
Incomplete features
are turned off
Development begins on next
600,000 automated
JUnit and Selenium
tests
Continuous performance testing
120 million Apex
tests written by
customers
Other production tests

14. Deploying Major Release with Minimal Disruption
Thu
Database Scripts Create New Schema for Use
After the Application Release
Release Weekend
A Few Weeks Prior to the Release Fri Fri/Sat/Sun
Preinstall
Release
5 Minute Release
Window to Switch to
New Version of DB
Schema and
Application
Weekend After
Coverage

15. Patch Release Process
Patch
Freeze
One Week ‘Sprint’ Finish Testing
Staggered Release
Without Downtime
Cloud Executives
Sign Off on Release Quality
Thurs Thurs TuesMon WedFri Thurs
Branch Locked
Check-in Approval Required
EUx/NAx
Release
Internal and
CSx Release
APx
Release
Checkpoint
with Support
600,000 automated JUnit and
Selenium tests
Continuous performance testing
Release to
Internal Sandbox
Instance

16. What Version?

17. Daily Release Process
Daily
Release
Freeze
24 Hour ‘Sprint’
Stage Release and
Finish Testing
Staggered Release
Without Downtime
Participating Teams
Sign Off on Release Quality
12:00pm 12:00pm 3:00pm3:00pm 6:00pm 8:00am
Branch Locked
Check-in Approval Required
NAx
Release
Internal, CSx
and EUx
Release
APx
Release
Minimum 60,000 automated
tests
Performance testing as required
We plan for Daily Releases. Releases outside this
schedule are considered Emergency Releases.

18. ​Daily Releases:
• Performance and capacity improvements driven by our proactive monitoring
• Critical security fixes to maintain customer trust
• Date-driven changes
• Emergency changes to unblock critical customer business stopping issues
• Changes that need isolation from the larger patch releases
What Goes Into Each Type of Release?
​Patch Releases (weekly):
• Similar, but less urgent, changes as Daily Releases
• Introducing or enhancing Pilot features
• Technology updates that do not impact the end-user
• Fixes to automated tests
​Major Releases (3x/year):
• New and enhanced features
Note: Most new features are turned OFF by default. Each Customer’s org administrator decides if &
when they will turn ON each feature for their users.
• Similar, but less urgent, changes as Patch Releases

20. Consulting Partner
Innovation Awards
Matt Morris
David Bui-Ford
Kurt Buhler
​http://p.force.com/innovation

21. Dreamforce 2017 Consulting Partner Innovation
Awards
Matt Morris - Director, Partner Programs
David Bui-Ford - Sr. Principal Programs Manager
Kurt Buhler - Customer Stories Program Manager

22. Vision for Consulting Partner Innovation Awards
Recognize Consulting Partners’ achievements and promote
compelling customer success stories that showcase Salesforce
innovation and generate momentum across our Partner
ecosystem to accelerate customer success.
Recognition, Momentum, and Evangelism

23. Dreamforce 2017 Partner Innovation Awards Timeline
Submission
process open
Deadline for
submissions
Winners
Notified
Innovation
Awards
Ceremony
Wednesday
7/25/2017
Thursday
8/31/2017
Tuesday
10/10/2017
Sunday
11/5/2017
Key Dates, Actions, and Milestones

24. Benefits
● 6 invitations to the Innovation Award Ceremony and Reception
● Innovation Award Trophy
● Photo Opportunity with Salesforce Alliances Leadership
● Salesforce Blog Post by Tyler Prince
● Recognized on signage at the Dreamforce AppBash
● Partner Innovation Award Winner sign to showcase in Partner
Dreamforce booth (if applicable)
● Winners Highlighted in the Partner Community
● Post Dreamforce press release opportunity
➔ 6 invitations to the Innovation Award Ceremony and Reception
➔ Photo Opportunity with Salesforce Alliances Leadership
➔ Salesforce Blog Post by Alliances Leadership
➔ Recognized on signage at the Dreamforce AppBash
➔ Partner Innovation Award Winner sign to showcase in Partner
Dreamforce booth (if applicable)
➔ Winners Highlighted in the Partner Community
➔ Post Dreamforce Press Release Opportunity
Benefits - or What do I Win when I WIN?

25. Benefits
● 6 invitations to the Innovation Award Ceremony and Reception
● Innovation Award Trophy
● Photo Opportunity with Salesforce Alliances Leadership
● Salesforce Blog Post by Tyler Prince
● Recognized on signage at the Dreamforce AppBash
● Partner Innovation Award Winner sign to showcase in Partner
Dreamforce booth (if applicable)
● Winners Highlighted in the Partner Community
● Post Dreamforce press release opportunity
Benefits - or What do I Win when I WIN?

26. Join the
Consulting
Partner
Innovation
Awards Group
on Partner
Community
Download the
Customer Story
Template and Fill
in with Solution
Details
Launch the
Survey -
complete all
questions and
attach .ppt of
Story
Keep Your
Eyes on
p.force.com/i
nnovation
for updates
Step 1 Step 2 Step 3 Step 4
Innovation Award Steps

27. Judging Criteria
● Incorporation of key technologies
● Compelling nature of the business challenge
● Customer ROI and/or measurable success
● Social – inclusion of Chatter and integration with other social
technologies
● Mobile – solution can be accessed across a range of devices
● Ecosystem Breadth – inclusion of multiple partner solutions

28. Enabling Franchise & Retail Success
Salesforce Confidential
CHALLENGE SOLUTION RESULTS
COMPANY OVERVIEW
________ is the world’s largest chain of ____________ and a leader in _______. ______ has
_________ centers throughout the United States. Established in _______ have served more
than 45 million ______. For more information, visit: ___________
LOCATION _________
EMPLOYEES __________
INDUSTRY ___________
COMPETITOR Microsoft Dynamics, QlikView, FranConnect
SOLUTION(S) Sales Cloud, Service Cloud, Chatter, Community Cloud, Pardot, Wave
GO LIVE DATE: _______
COMPANY PROFILE
▪ New franchise sales were stagnant, and tracked in a
proprietary, siloed system with no intelligence or
contextualized data.
▪ Support cases were tracked in over 4 different
systems, none of which were integrated or available to
the franchisees for visibility.
▪ Internal communication and collaboration was
overwhelmingly done by email and phone, and effort
was routinely duplicated or lost because of a lack of
centralized data and employee turnover.
▪ Mobile accessibility to existing customer data was
not possible except by digging into email archives and
a few shared files, neither of which had
comprehensive data.
▪ Franchisees lacked comprehensive visibility to their
performance metrics and support interactions.
▪ Analytics were difficult to work with, and siloed in a
separate system that didn’t provide accurate results.
▪ Migrate franchise development staff from _______
to Sales Cloud Lightning with a robust lead
development process using Web 2 Lead, Sales Path,
Collaboration.
▪ Unify all support teams onto a single platform with
Service Cloud, Console, and Community Cloud
collaboration with franchisees for Case resolution.
▪ On-board the entire company onto Chatter and
drive engagement with team recognition and
celebration, collaborative problem solving, executive
engagement, and centralize franchise management
around Chatter.
▪ Deploy Salesforce1 mobile access & customizations
to internal employees and franchisees for real-time
Case management, collaboration, analytics, and more.
▪ Launch a custom Partner Community for
franchisees with real-time visibility to Cases, financials,
& KPIs.
▪ Build new performance dashboards in Wave
Analytics providing dynamic and contextual insights
on franchises.
▪ 1,200% growth in new franchise sales YTD, and
integrated the franchise development process into the
full lifecycle of customer support & analytics.
▪ 16,000+ Cases generated since go-live, with a
75+% reduction in time to resolution since initial
launch; Consolidated customer view across all support
teams.
▪ 22,000+ user-generated Chatter posts since internal
launch, and incredible buzz and enthusiasm
generated around company goals and performance
from the bottom to the top of the organization.
▪ First ever mobile engagement with franchisees by
regional operations managers, uploading pictures and
support cases from franchises in real time.
▪ 600+ franchises engaging with custom KPI
dashboards, support cases, financial data, and more.
▪ Unprecedented insights into operational
performance, highlighting gaps & trends not
previously identified.
​Digital Transformation with a connected ecosystem
Customer
Logo

29. NOTES
■ Press release
■ Customer quotes
■ Executive quotes
QUANTITATIVE RESULTS
■ 600+ franchises deployed on Partner Community and Salesforce1 Mobile
■ 150+ internal support users deployed on Service Cloud, Sales Cloud, App Cloud, Analytics Cloud, Chatter
■ 22,000+ user-generated Chatter internal company collaboration posts since internal go-live
■ 1,200+% increase in new franchisee deposits year over year
■ 100+% increase in support case volume handled without increasing headcount of support team members
■ 16,000+ Cases, 48,000+ Case Comments since go-live
■ 75% reduction in time to resolution for support Cases
More Detailed Info and Quantitative Results
​Color Commentary and Notes About Details of Implementation
Salesforce Confidential
Customer
Logo

30. Competitors of Salesforce engaged in sales cycle: Microsoft Dynamics, QlikView, FranConnect
Previous technology replaced by Salesforce: Homegrown _____ database, AS/400, QlikView, email, spreadsheets
Salesforce products deployed: Sales Cloud, Service Cloud, App Cloud, Community Cloud, Chatter, Pardot
Customer Business Model (B2B, B2C, or Both) Both
Salesforce Product features:
Lightning, Mobile, Partner Community, Wave Analytics, Live Agent, Knowledge, Pardot,&
more
If using Service Cloud, list use case (e.g. customer support, call
center, field service, telesales, etc)
Franchise support call center, consumer support call center, regional operations
management
Integrations: MS SQL Server Data Warehouse, AS/400, MS Dynamics
AppExchange Apps/Partners DBAmp, GeoPointe (ArrowPointe), TaskRay (Bracket Labs),
Solution ‘Go Live’ date: ______________
MORE DETAILS
Solution Detail
Salesforce Confidential
Customer
Logo

32. Partner Community Updates (1 of 3)
​Release Readiness Journey (Aug. 10)
• Best practices for all partners (new Product webinars) – http://p.force.com/releases
​DF17 Consulting Partner Innovation Awards
• Deadline is August 31 to submit – http://p.force.com/innovation
​Quip for Partners – new benefit for all partners (5 licenses)
• New benefit for all partners (5 licenses) – http://p.force.com/quip
​Technical Support Case Pack for Partners
• Great benefit for partners who need deeper support – http://p.force.com/casepack
​Trailhead Updates – 1 new module released this week
• “Licensing and Support” – http://p.force.com/trailhead
​News You Can Use for AppExchange (ISV) Partners & Consulting Partners (SI)

33. Partner Community Updates (2 of 3)
​Certification Journey Guide has been updated
• Now includes Commerce, Field Service Lightning, Specialists – http://p.force.com/certification
​Environment Hub
• New training released– http://p.force.com/hub
​Dreamforce Updates (95 days and counting)
• DF discount code has been updated – http://p.force.com/dreamforce
​Sponsorships
• New events for 2018 added – http://p.force.com/sponsorships
• AMP promotion – http://p.force.com/amp
​Partner Sales Org Chart
• New updates – http://p.force.com/GTM
​News You Can Use for AppExchange (ISV) Partners & Consulting Partners (SI)

34. Partner Community Updates (3 of 3)
​Partner Quarterly Update Webinar
• Next event is on August 29 – check the calendar
​Technical Enablement Webinar
• Next event is on August 17 at 9am Pacific – check the calendar
​AppExchange Partner Survey (Vanessa Cordero)
• Email going out this month to select AppExchange Partners
​Trust Notifications
• Email going out this month to select AppExchange Partners
​News You Can Use for AppExchange (ISV) Partners & Consulting Partners (SI)

35. Partner Community
​Your one-stop shop for education, enablement, and engagement
http://partners.salesforce.com/
• Partner Program Details
• Communications
• Training
• Deal Registration
• Collaboration
• Webinars & Recordings
• Office Hours
• Sales & Enablement Resources
• Support

36. Keeping Up With The Partner Community
​Lots of options to stay in touch
Options URLs
Official: Partner Community Group (daily) p.force.com/official
Twitter @partnerforce (daily) p.force.com/partnerforce
Alerts! for Partners p.force.com/alerts
Trust Notifications status.salesforce.com
Partner Roadmap Webinars (monthly) p.force.com/roadmap
Partner Newsflash (monthly) p.force.com/newsflash
Partner Topics (any time) p.force.com/topics
Ask a Question! (any time) p.force.com/question