Tech UpdatesFebruary 2020 EditionTechnology Communications & Readiness

Forward-Looking StatementStatement under the Private Securities Litigation Reform Act of 1995:

This presentation contains forward-looking statements about the company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, diluted earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, the one-time accounting non-cash charge that was incurred in connection with the Salesforce.org combination; stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth and sustainability goals. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company’s results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of geopolitical events; the impact of foreign currency exchange rate and interest rate fluctuations on our results; our business strategy and our plan to build our business, including our strategy to be the leading provider of enterprise cloud computing applications and platforms; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; the competitive nature of the market in which we participate; our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our service performance and security, including the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate potential security breaches; the expenses associated with new data centers and third-party infrastructure providers; additional data center capacity; real estate and office facilities space; our operating results and cash flows; new services and product features, including any efforts to expand our services beyond the CRM market; our strategy of acquiring or making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to realize the benefits from strategic partnerships, joint ventures and investments; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within the company's strategic investment portfolio; our ability to execute our business plans; our ability to successfully integrate acquired businesses and technologies, including delays related to the integration of Tableau due to regulatory review by the United Kingdom Competition and Markets Authority; our ability to continue to grow unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights; our ability to develop our brands; our reliance on third-party hardware, software and platform providers; our dependency on the development and maintenance of the infrastructure of the Internet; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility, term loan and loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate change.

Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of the company’s website at www.salesforce.com/investor.

Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

System Maintenances● Salesforce Core: Site Switches ● Salesforce Core: Continuous Site

Switching● Salesforce Core: Salesforce IP

Addresses & Ranges● Salesforce Core: Plan around your

Preferred Maintenance Windows● Trust Notifications

Feature Retirements● New Feature Retirement Monthly Digest● Upcoming Feature Retirement list

February 2020 topics

Product Innovation● Spring ‘20 is here

Infrastructure Improvements● Salesforce Core: Best Practices for

Infrastructure Maintenances● Salesforce Core: Instance Refresh Events

and Resources● Commerce Cloud Database Upgrade● Prepare for the Google Chrome Cookie

Attribute Change

Product Innovation

Spring ‘20 is here - Resource Recap

Release Readiness Live recordings You’ll find recordings of all our live sessions as well as bonus sessions for Email Apps, Health Cloud, Financial Services Cloud, Success Cloud, CPQ & Billing and Commerce Cloud on our playlist. .Spring ‘20 release site Check out the Spring '20 Release Preview and watch the Release Videos that demo the key new features for each cloud. Don’t forget to get your shiny new Spring ‘20 badge for the Release Highlights module.

Maintain your certifications!Winter ‘20 maintenance exams for the Salesforce Certified Administrator, Platform App Builder and Platform Developer I credentials are due by April 10, 2020. Spring ‘20 exams will be available on April 15, 2020.

Keep up with everything release-related on the Trailblazer Community

sfdc.co/JoinReleaseGroup

Infrastructure Improvements

To prepare for your organization’s continued growth and to keep system performance at expected levels, we occasionally perform an instance refresh that upgrades the infrastructure supporting your instance in our data centers.

Which instances are being refreshed and when?● Our upcoming instance refresh schedule is still being confirmed for 2020, we do not have any new

maintenances scheduled for February.

Following this type of maintenance, you will be on new infrastructure and your instance name will change. Read on to learn more about the new instance names, and about how to prepare for your instance refresh.

Upcoming

Instance Refreshes

My Domain Documentation

Updating Hard-coded References

What are the Salesforce IP

Addresses & Domains to Whitelist?

Preferred Salesforce

Maintenance Schedule

Best Practices for Salesforce Core Infrastructure Maintenances

Enable My Domain

Replace Hard-coded References

Plan around System

Maintenance Windows

Whitelist Salesforce

IPs

*Last updated on November 21, 2019* Details on slide: Salesforce IP Addresses & Ranges

If your company restricts web access to specific IP ranges, please take note of the following updates to the article, What are the Salesforce IP Addresses & Domains to whitelist?

Last Updated on November 21, 2019

Added to Salesforce IPs:- 159.92.128.0/17 159.92.128.0 - 152.92.255.255- 161.32.64.0/18 161.32.64.0 - 161.32.127.255- 161.32.128.0/17 161.32.128.0 - 161.32.255.255

Added to Email Security Filters:- 85.222.150.208/28 85.222.150.208 - 85.222.150.223- 85.222.158.208/28 85.222.158.208 - 85.222.158.223- 101.53.164.208/28 101.53.164.208 - 101.54.164.223- 101.53.172.208/28 101.53.172.208 - 101.53.172.223

*** To see the full detailed list of updates, see the Revision History Table ***

Added to Trialforce Org:- 85.222.150.223- 85.222.158.223- 101.53.164.223- 101.53.172.223

Updated Email Security Filters:- 136.147.46.192/26 to 136.147.46.192/28- 136.147.62.224/26 to 136.147.62.224/28- 136.147.46.192/26 to 136.147.46.192/28- 136.147.62.192/26 to 136.147.62.192/28- 136.147.46.192/26 to 136.147.46.192/28- 136.147.62.192/26 to 136.147.62.192/28

Salesforce IP Addresses & Ranges for Salesforce CoreRecent Updates

The article was last updated on November 21, 2019

Added to Chatter and Communities:- 85.222.150.211- 85.222.150.212- 85.222.158.211- 85.222.158.212- 101.53.164.211- 101.53.164.212- 101.53.172.211- 101.53.172.212

For more information, we encourage you to review the following resources:

● Watch the recording of the webinar, How to Prepare for Your Instance Refresh

● Read over the Instance Refresh Maintenance article and attached checklists

● Collaborate with others on the Trailblazer Community with the topic #MyRefresh on the Official: Salesforce Infrastructure group

Additional Resources

Instance Refresh & Resources

The Commerce Cloud Database Upgrades are expected to complete on March 16, 2020. The project kicked off in May 2019 (APAC upgrades completed in May 2019).

The database upgrades will occur on a POD (Point of Delivery) by POD basis in two phases. Each phase will require one planned maintenance on a weekday as described below:

● Secondary Instance Group phase: This phase involves upgrading the database supporting all secondary instance groups (sandboxes) on the associated POD (approximately three hours).

● Primary Instance Group phase: This phase involves upgrading the database supporting the primary instance groups (production, staging, and developer instances) on a POD (approximately five hours from 2:00 a.m.– 7:00 a.m. local POD time)

Verify you have created a maintenance page & reschedule any realm activities scheduled to complete during your primary instance group (storefront) maintenance.

Key Contacts should subscribe to Status.io. See the Commerce Cloud Database Upgrade Initiative article for more information. *We intend to notify all customers of their maintenance window at least 30 days in advance.

At-a-glance

Commerce Cloud Database Upgrade Initiative

Marketing Cloud info now available at https://status.salesforce.com/

With the change, you will be able to leverage several Trust Site features such as:● System status history● Forward-looking maintenance calendar● Trust Notifications● Localized content● Security and Compliance information

The new site will provide more detailed transparency into the status of specific Marketing Cloud services, such as Marketing Cloud Login, Marketing Cloud Core Service, Marketing Cloud REST API, and Marketing Cloud SOAP API.

Previous Marketing Cloud site (https://trust.marketingcloud.com) was retired and will redirect to new Status page.

At-a-glance

Marketing Cloud Integrated into Salesforce Trust Status Page

Google Chrome 80, which is scheduled by Google to be released in February 2020, changes the default behavior of cookies in cross-domain scenarios. Chrome 80 introduces a new default value for cookie attribute: “SameSite=Lax”. (Previously, the SameSite cookie attribute defaulted to “SameSite=None”.)

What does this mean for Salesforce customers?● Cookies won't work for non-secure (HTTP) browser access. You should use HTTPS instead.● Any custom integrations that rely on cookies might no longer work in Google Chrome. This change

particularly affects – but is not limited to – custom single sign-on, and integrations using iframes.

Please see our Google Chrome Browser Cookie Knowledge article for steps you can take to prepare for this upcoming change. The article also contains links to additional resources you can use to learn more about this issue. In the lead up to this change, we will use this Knowledge article to capture updates and additional information, so be sure to bookmark it and check it periodically.

Prepare for the Google Chrome Cookie Attribute Change

Service Delivery (fka Infrastructure) Got questions? Join the Conversation!

Join the conversation with fellow Salesforce admins, IT sponsors and architects!

Major topics include: Instance or data center wide changes, IP range changes, Certificate changes, TLS Disablement

Links to resources like:Infrastructure Dreamforce Sessions, Infrastructure Overview & Best Practices

REMINDER: Planning your major Salesforce-dependent initiatives around system maintenance windows is a Salesforce best practice.

System Maintenances

Important ActionsA. Subscribe to Trust Notifications to know when site switches are scheduled.B. Follow Salesforce infrastructure best practices by not restricting access to

Salesforce IP ranges, removing hard-coded references, and by setting your DNS timeout value to five minutes (default setting).

C. Salesforce orgs with Live Agent should avoid hard-coded references as this can impact Live Agent availability post-site switch. However, if hard-coded references to API endpoint URLs to Live Agent are necessary, make sure these are update after any site switch.

D. If you need to view your email logs after a site switch, request for your email logs prior to the maintenance window.

At-a-glance

Each Salesforce instance is built and maintained in two geographically separate locations. An instance is actively served from one location (the active site) with transactions replicating in near real-time to the other completely redundant location (the ready site). During a site switch, we switch the active and ready sites. To see when your next scheduled site switch is, look at your instance’s maintenance schedule on Trust.

For more info review the article, Site Switching Overview

Site Switches for Salesforce Core

Active!

Ready!Active Instance

ApplicationServers

ProductionDB

Cluster

StandbyDB

Cluster

Data Guard Replication

Ready Instance

ApplicationServers

ProductionDB Cluster

StandbyDB Cluster

Data Guard Replication

EncryptedAsync

Replication

At-a-glance

Continuous Site Switching entails switching each Salesforce instance to its ready site on a periodic basis. For more information, review the Continuous Site Switching article.

NOTE: We recommend subscribing to Trust notifications for the most up-to-date information regarding Site Switches. See the Trust Notifications slide for more information.

Continuous Site Switching for Salesforce Core

Active!

Ready!

Visit our Trust Site for more details on when your site switch is

scheduled:

https://status.salesforce.com/products/Sales_Cloud/maintenances

Subscribe to Trust notifications for the most up-to-date information about

your site switch.

Salesforce System Maintenance Schedule

Plan your maintenance around the Salesforce Maintenance windows System Maintenance Description Typical Activities Comments

Sustaining the Infrastructure supporting Salesforce Services

Security, Availability and Performance changes

Confirmed maintenances posted on Trust.com Maintenance CalendarScheduled for the first and third weekends (Saturday or Sunday) of every month.

Instance Pacific Time UTC During Standard Time

UTC During Daylight Savings Time

NA46, NA47, NA49, NA51, NA52, NA56, NA57, NA58, NA59, NA63, NA69, NA72, NA74, NA75, NA76, NA77, NA80, NA86, NA87, NA88,

NA90, NA92, NA93, NA94, NA95, NA96, NA99**, NA109, NA111, NA112, NA113, NA114, NA115, NA116, NA122, NA124, NA129, NA130,

NA141, NA142, NA146, NA154, NA155, NA196

Sunday, 12:00 a.m. – 4:00 a.m. Sunday, 08:00 – 12:00 Sunday, 07:00 – 11:00

Other NAx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

EU14, EU15, EU17, EU18, EU19, UM3, UM4, CS80, CS81, CS82, CS83, CS84, CS85, CS86, CS87, CS88, CS89, CS100, CS101, CS102,

CS105, CS106, CS107, CS108, CS109, CS110Saturday, 2:00 p.m. – 6:00 p.m.

22:00 Saturday – 02:00 Sunday

21:00 Saturday – 01:00 Sunday

Other EUx, UMx Saturday, 7:00 p.m.– 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

AP4, AP5, AP6, AP7, AP8, AP9, AP14, AP15, AP22, AP28, CS5, CS6, CS31, CS57, CS58, CS72, CS73, CS74, CS75, CS76, CS115, CS116,

CS137, CS151, CS152

Saturday, 7:00 a.m. – 11:00 a.m. PSTSaturday, 8:00 a.m. – 12:00 p.m. PDT

Saturday, 15:00 – 19:00 Saturday, 15:00 – 19:00

AP0, AP3, AP20, AP21Saturday, 8:00 a.m. – 12:00 p.m. PSTSaturday, 9:00 a.m. – 1:00 p.m. PDT

Saturday, 16:00 – 20:00 Saturday, 16:00 – 20:00

Other CSx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

★ Preferred Salesforce Maintenance article

★ How is my Org Impacted during Maintenance? article

★ Salesforce Trust Site - Opt-in for Notifications!

Key ResourcesTip: Bookmark these!

What are Trust Notifications? Trust Notifications are near real-time email notifications regarding incidents and maintenances posted to our Trust site, https://status.salesforce.com, that are available to all customers and allow you to control your own subscription settings.

Examples of maintenances that we’ll send Trust Notifications for include: ● Site Switches● Instance Refreshes● Release Maintenances● Emergency Maintenances● Incidents

Review the Trust Notification User Guide to learn more about Trust Notifications.

Trust Notifications

Trust Notifications - Self-subscribe

Feature Retirements

What’s changing?

To make it easier for you to find all Feature Retirement-related information in one place, we have launched a new Salesforce Feature Retirement monthly digest. This consolidated view is now your single point of communications about all upcoming retirements that impact your Salesforce orgs. Each retirement listed will be accompanied by a link to an article about the retirement and its date.

At-a-glance

New Feature Retirement Monthly Digest

Retirement End Date Article

Desk.com

3/13/2020 Learn More

SalesforceIQ CRM

3/13/2020 Learn More

GroupConnect LINE API

3/31/2020 Learn More

Legacy Folder Sharing

6/1/2020 Learn More

Salesforce Mobile Web Experience

6/1/2020 Learn More

Legacy Transaction Security

6/1/2020 Learn More

MC Email Classic Content Creation

6/30/2020 Learn More

Retirement End Date Article

Customizable Forecasting

6/30/2020 Learn More

Open Commerce API (OCAPI) legacy versions 7/1/2020 Learn More

Data Recovery7/31/2020 Learn More

Skype for Salesforce 10/1/2020 Learn More

Apex:flash 10/1/2020 Learn More

IoT Explorer 10/1/2020 Learn More

Pardot Leadeck 10/1/2020 Learn More

Pardot Legacy Email Plugins

10/1/2020 Learn More

Upcoming Feature Retirements

Retirement End Date ArticleCPQ Legacy versions 11/1/2020 Learn More

Original Territory Management Module

6/30/2021 Learn More

Lightning Platform Legacy API versions

June 2021 Learn More

Steelbrick Billing (InvoiceIt)

Contract End Date Learn More

Live Message Contract End Date Learn More

SOS Contract End Date Learn More

Data.com Contract End Date Learn More

Retirement End Date Article

Upcoming Feature Retirements

● January 19, 2020, 03:00 – 05:00 UTC*○ NA32 → NA123○ NA53 → NA172, NA173○ NA60 → NA127, NA133

*NOTE: The maintenance window has been reduced from four hours to two hours.

REMINDER: your new instance will have the same release schedule and standard system maintenance windows as your current instance. And if you’re subscribed to Trust Notifications for your current instance, you will automatically be subscribed to both new instances. After the instance refresh, you may then unsubscribe from the instance not applicable to you.

Check your email communication to confirm your new instance name. After learning what your new instance name is, please continue to follow best practices and avoid hard-coded references.

Instance NamesCurrent Instance & Destination Instance