Edward Wall Regional Vice President

Safe Harbor“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements, the achievement or success of which involves risks, uncertainties, and assumptions. If any such risks or 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.   The risks and uncertainties referred to above include – but are not limited to – risks associated with possible fluctuations in our financial and operating results; our rate of growth and anticipated revenue run rate, including our ability to convert deferred revenue and unbilled deferred revenue into revenue and, as appropriate, cash flow, and our ability to grow deferred revenue and unbilled deferred revenue; errors, interruptions or delays in our service or Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; changes in our sales cycle; competition; various financial aspects of our subscription model; unexpected increases in attrition or decreases in new business; our ability to realize benefits from strategic partnerships; reliance on third-party computer hardware and software; the emerging markets in which we operate; unique aspects of entering or expanding in international markets; our ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters, and any related claims, negotiations and settlements; unanticipated changes in our effective tax rate; factors affecting our outstanding convertible notes and credit facility; fluctuations in the number of shares we have outstanding and the price of such shares; foreign currency exchange rates; collection of receivables; interest rates; factors affecting our deferred tax assets and ability to value and utilize them, including the timing of achieving profitability on a pre-tax basis; the potential negative impact of indirect tax exposure; the risks and expenses associated with our real estate and office facilities space; and general developments in the economy, financial markets, and credit markets. !Further information on these and other factors that could affect the financial results of salesforce.com, inc. is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. !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 their purchase decisions based upon features that are currently available. !

FILMService Cloud Energy Opener

Deliver the Future of Customer Service. Today.

Edward Wall Regional Vice President ewall@salesforce.com

120+ Features Delivered This Year

Knowledge One Article Create & Share

Live Agent Right-to-Left Languages

Live Agent API New Methods

Live Agent API New Visitor Resources

Open CTI New Directory Methods

Console Integration API New Methods

Related Lists Console Component

Topics List Console Component

Add Call Data to Interaction Log

New Lookup Components Interface

File Transfer in Chat (Pilot)

Supervisor Tab in Console

Attach Records to Chat Transcripts

New Chat Transcript Fields

New Chat Transcript Events

Live Agent Deployment API

Multi-Monitor Support

Console Multi-Components

Sidebar Styles for Console

AppExchange Lookup Components

Add Code Samples in Communities

Social Customer Service

Inline Email Images

New Chat Routing Rules

Service Communities Templates

Social Customer Service Moderation

Social Customer Service Quick Text

Retweet Social Post in Case Feed

Compact Case Feed

Rename Case Feed Actions

Service Communities Templates (GA)

Social Customer Service Starter Pack (Pilot)

Google+ Social Customer Service (Pilot)

Sina Weibo Social Customer Service (Pilot)

SCS Common Setup Defaults

Social Account Authentication in Salesforce

Custom Console Colors (Pilot)

Smart & Simple Agent Console

Lookup Component Multiple Columns

Related List Items Hover

Lookup Component Inline Editing

Vertical Autosize Stacked Component

Navigation Tab Setup Warnings

We’re Committed to Your Success120+ features delivered this year

Spring Summer Winter

Salesforce Continues Leadership in Customer Engagement

!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.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. 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.  

Magic Quadrant for Customer Engagement Center

April, 2014Analyst: Michael Maoz

Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant

+40%increased customer

satisfaction

+42%faster case resolution

+40%agent

productivity+39%

customer retention

+38%Net

Promoter Score

+40%support cost

savings

Customers Experiencing Phenomenal Results

Connected World: Deliver a New Customer Experience

75 Billionconnected products

Mobile

Cloud

Social

Source: Customers 2020 Report

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

Price Product Customer Experience

#1The Future is All About Customer Experience

The Customer Experience GapYesterday’s Customer

Service Solutions Your Customers

Not built for mobile Personalized: want answers wherever they are, in context

Smarter: want the right answers the first time

Faster: needs constantly evolving

Disconnected customer data

Not built for speed

Deliver the future of customer service. Today.

Introducing Service Cloud1

Personalized service !

Smarter support !

Start faster

S1 MobileAnalyticsConsole Desk1Service

CommunitiesSOS for Apps

Deliver the Future of Customer Service. Today.

Smarter Support

Personalized Service

Start Faster

NEWAnnouncing: SOS for Apps

Personalized: Deliver a 1:1 experience in any mobile app

Immediate: Deliver service instantly

Connected: In-context service in any mobile app

Connect 1:1 with personalized service in every mobile app

Personalized

Announcing: Self-Service & Community Templates

Mobile: Responsive design to engage on any device

Fast: Brand with drag & drop designer in minutes

Connected to back end customer data for agents to engage in context

Personalized

$1.7 billion in revenue

3,000+ employees

Financial services pioneer

Delivering personalized service

FILM

Deliver the Future of Customer Service. Today.

Smarter Support

Personalized Service

Start Faster

NEWIntroducing: Smart Agent Console

Easy: Drive agent productivity with new, modern layout

Fast: Find and deliver the right answers faster with next-gen search

Feed-first: Create, manage, and view cases in new Compact Feed to do more with less

Smarter

NEWAnnouncing: Analytics Cloud for Service

Platform: Integrate all your service data

Easy: Designed for your employees, partners, and managers

Mobile: Your business metrics in the palm of your hand

Smarter

…Any Data

HR Systems

Data

Field Service

Data

WFM Data

Brand Loyalty

DataCustomer

Survey Data

Full CTI Data

Product Data

Product Returns

Data

Demo

Deliver the Future of Customer Service. Today.

Smarter Support

Personalized Service

Start Faster

Doğan Yılmaz Director of Customer Experience Bircom

Thank you