Cloud Services:

Expertise, training, and support to help you get the most out of Salesforce.

Success Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 05

Comparison Chart . . . . . . . . . . . . . . . . . . . . . . . . . . 06

Add-ons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 07

Mission Critical Support . . . . . . . . . . . . . . . . . . . . .08

Accelerators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Strategic Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Marketing Cloud Services . . . . . . . . . . . . . . . . . . . . 13

Advisory Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Innovation & Transformation Center . . . . . . . . . . 15

Cloud Services Customer Journey . . . . 17

Table of Contents

Maximize the business value of your Salesforce investment . Your success with Salesforce means everything to us . That’s why we’ve created Cloud Services, an entire division designed to connect you to people and services who’ll help you deploy smoothly, learn quickly, work confidently, grow intelligently, and deliver experiences that make customers fall in love with your company .

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Get success-driven expertise for every phase of your Salesforce journey .Whether you’re just getting started or you’ve been with Salesforce for years, our success products can help you get the maximum return on your investment .

Take your business to the

next level .

Build the foundation for success .

Get the most from your investment .

TRUSTED ADVISOR

ADOPT & OPTIMIZE

ENVISION

& BUILD

INN

OVA

TE &

EXPAND

CUSTOMERSUCCESS

Success Plans: Customer plans that go beyond support .Success plans connect your teams to resources designed to help your business succeed with Salesforce—everything from online learning to 24/7 phone support, training, quick consults, and Salesforce admins to extend your team’s capacity .

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SUCCESS PLANS

Three plans to help your company get the most out of Salesforce:

Success Resources• Self-service resources including

Help & Training site, knowledge base, and community

Tech Support• Online case submission• 2-business day response

Training• “Getting Started” online training

catalog

Success Resources• Best practices to drive user

adoption & productivity• Access to Salesforce Accelerators• Access to Success Managers• Premier Expert Hours• Premier Community

Tech Support• 24/7 toll-free phone and online• 1-hour initial response for

critical issues• Premier developer support

Training• Premier online training catalog• Role-based learning paths• Customizable training templates

Standard Premier Premier+

Configuration Services• Salesforce-certified team to

maintain your Salesforce solution

Get all Premier featuresPLUS

Add-ons: Find customized service engagements for every need . Add-ons help Premier Success customers take their Salesforce investment to the next level . With these custom services, you’ll team up with Salesforce experts who’ll help you navigate issues ranging from troubleshooting to transformation .

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Mission Critical Support: Keep your system healthy 24/7 .When you need the highest possible level of business continuity, Mission Critical Support delivers . You get a designated team that understands your Salesforce implementation and support covering proactive monitoring, fast response times, 24/7 support, code review, and more .

ADD-ONS

Prevent issues before they happen .We proactively monitor your system 24/7 and if we see something that could cause a problem, we’ll spring into action to resolve the issue quickly while keeping you constantly updated .

Fix mission-critical problems fast .If a critical issue threatens your system, speed matters . With Mission Critical Support, you’ll get an initial response from your designated support team in as little as 15 minutes. Anywhere in the world, 24/7.

Give your developers extra support .We’ll help your developers keep things running smoothly . We’ll review up to 5,000 lines of code per case and provide your teams with best practices, troubleshooting, and deployment support — steps that lower operational costs and streamline development processes .

Mission Critical Support helped ensure a successful rollout of our Service Cloud solution, and provides the ongoing assurance of business continuity to protect our investments .

Shailendra Revankar CRM Engineering Team Manager Intuit

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Accelerators: Get fast consultations for specific results.Each Accelerator is a quick, focused service engagement that pairs an elite, cross-disciplinary specialist with your team to tackle your specific issues and deliver a key outcome for your business . Our extensive Accelerator catalog is designed to help you solve your unique business challenges .

ADD-ONS

Rapid ResultsGo faster with the knowledge and expertise to get it done right the first time . Our experts help free up your internal resources reducing your Salesforce operating costs .

Increased InnovationUp your productivity by automating business processes, establishing governance, and integrating systems with targeted advice from Salesforce experts .

Minimize RiskOur collective knowledge base gained through 150,000 customers helps you streamline processes and avoid costly business interruptions .

LEARN MORE

Visit our Accelerators catalog to see our full suite of offerings.

We wanted a customer community, but didn’t know where to begin . The Accelerator asked the right questions and helped us successfully deploy a customized landing page .

Rich Saunders Community Manager CenturyLink

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Strategic Projects: Explore what’s possible, and build it .Work with our experts to unlock the strategic and creative potential of the Customer Success Platform . Transform your customer experience, master mobility, leverage analytics, implement complex solutions, and more .

ADD-ONS

Customer Experience DesignCreate unforgettable experiences and design more intuitive user interfaces with the help of our experts . Our user experience architects and user interface designers will help you create a customer experience that blurs the line between utility and engagement .

Mobile & Emerging TechnologiesYou can rely on our expertise to help connect your Salesforce products to mobile platforms, e-commerce, analytics, wearables, and more, to get you in your customers’ hands quickly and effectively.

Analytics ProjectsGet the most out of your Analytics Cloud investment . Use prebuilt dashboards, installed integrations, lenses, and mobile capabilities to tailor data to how you work, and deliver all of your reports and data right to your mobile device .

Cloud Projects & Complex ImplementationsFrom a single cloud implementation to a complex customized solution on the Force .com platform, our team of experts will guide you every step of the way . We’ll show you ways you can take advantage of our flexible cloud platforms and adapt them to your needs .

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ADD-ONS

With Marketing Cloud Services, you get the expertise you need to accomplish your goals, fast . Our industry veterans help you plan and execute compelling multi-channel digital marketing campaigns, streamline and automate operations, drive innovation on your Marketing Cloud platform, and design strategies for future marketing initiatives .

Some of the benefits of Marketing Cloud Services include:• Marketing strategies and tactics that drive results • Industry knowledge from experts with years of

experience working with leading brands • More impactful, strategically designed multi-channel

customer experiences • Maximum return on investment for your digital

marketing efforts

Marketing Cloud Services: Achieve your digital marketing goals .

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Advisory Services: Strategic and technical guidance from Salesforce experts .Transforming your business or implementing new solutions can bring huge rewards, but also complex challenges . Our expert advisors can guide you through these challenges, partnering with you to define your opportunities and understand your obstacles . After clearly outlining your goals, we’ll develop the roadmap to help you achieve your desired outcomes .

With Advisory Services, you’ll have access to some of the industry’s most experienced specialists who can plan your solution, oversee complex deployments, improve end-user adoption, and more, so you get maximum business value from Salesforce .

ADD-ONS

Get strategic guidance across your business goals .When your business strategy and IT strategy work together, your business thrives . Our expert advisors will help you plan and write the strategic outline governing how your business operates its CRM solution . This roadmap will help you understand the most effective implementation practices, drive adoption, and ensure every part of your architecture operates at maximum levels .

Tap into deep industry and product expertise .Our advisors are some of the best in the Salesforce ecosystem . Each brings 15-20 years of industry expertise plus certification from Salesforce’s best-in-class training program . Their breadth of industry and vertical knowledge will help you reach your unique business goals .

Get the most out of Salesforce, with experts from Salesforce .When you’re looking for a partner for your Salesforce implementation, why not call Salesforce? Advisory Services gives you a direct line to our newest technology, proven best practices, and unparalleled product expertise — all combining to help you get the most from your Salesforce investment .

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ADD-ONS

To move your company towards long-term innovation and transformation, you need leadership and expertise . The Salesforce Innovation and Transformation Center matches your company with a team of experts who know your industry and understand what it takes to achieve ambitious goals . Our people work closely with yours, sharing the processes and tools that will take your organization to where you want it to be in the future .

Some of the benefits of the ITC include:• Long-term innovative growth from within your company• Stronger alignment of IT systems and evolving business goals• Higher adoption rates, faster implementation• More cohesive platform integration• Maximum return on your IT investment

Innovation & Transformation Center: Build an innovation hub for large-scale transformation .

With the Innovation and Transformation Center, Salesforce is introducing a new model for customer transformation .

The power of ITC – combined with the commitment and partnership from our customers – breaks down business challenges to help them achieve even more than they imagined .

Maria Martinez President, Sales & Customer Success Salesforce

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There’s a success product for every step of your journey .

Advisory ServicesInnovation & Transformation Center

Advisory ServicesStrategic Projects

Premier Success PlansAcceleratorsMission Critical SupportAdvisory ServicesMarketing Cloud Services

TRUSTED ADVISOR

ADOPT & OPTIMIZE

ENVISION

& BUILD

INN

OVA

TE &

EXPAND

CUSTOMERSUCCESS

Transform your business with the help and support of Cloud Services .Cloud Services and our network of partners are here to help you get the most out of your Salesforce investment . Whether you’re just getting started or you want to transform the way you do business in the cloud, we have the support, training, and expertise you need to reach your business goals .

Contact your account executive to find out which Salesforce services can benefit your business most, or call 1-800-667-6389 to speak with someone right away .

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