1.
Summer ’20 Release Overview
July 8 | 6:30 pm
Martin LEZER
Salesforce Technical Expert
Bordeaux Salesforce Group Leader

2.
Forward-Looking Statements
"Safe harbor" statement 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, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals and
expected capital allocation, including mergers and acquisitions, capital expenditures and other investments. 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 it makes.
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, natural disasters and actual or threatened public health emergencies, such as the ongoing Coronavirus pandemic; 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 our 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 our strategic investment portfolio; our ability to execute our business plans; our ability to successfully
integrate acquired businesses and technologies; 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; uncertainties regarding our tax obligations in connection with potential jurisdictional
transfers of intellectual property, including the tax rate, the timing of the transfer and the value of such transferred intellectual property; 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 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.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Third party trademarks are the property of their owners.

3.
Agenda
1
2
Salesforce Overall
Sales Cloud
Service Cloud3
4
5 Community Cloud
Analytics
6 Customization

4.
Salesforce Overall

5.
Interactive App simplifies consuming and acting on recommendations and
saves time
Speed up org maintenance with the Optimizer App
Personalized and actionable
recommendations
Increase feature awareness, improve
productivity and simplify maintenance.
“Scan completed” notification
Lets you know results are ready to view.
Same great insights
Most of the metrics that were part of
Salesforce Optimizer PDF report are available
in the App

6.
Save time getting to recommendation details
No more scrolling through hundreds of pages to
get to recommendation details - get there
quicker with feature summaries and sorting.
Console navigation shows split view when a feature is
clicked and “View in Setup” makes it easier to dive right into
the details and act on a recommendation

7.
Break Up Your Record Details with Dynamic Forms
Instantly Upgrade Page Layouts
Break up the page or place sections and fields
across multiple tabs!
Create Dynamic Page Layouts
Use visibility rules to show and hide field
sections.
Deploy and manage pages more easily
Reduce the number of page layouts & provide
single activation
Improve page loading times
Put fields in accordion components or tabs.
Non-GA Preview in Summer ’20 for custom objects only

8.
Dynamic Actions for Custom Objects (Beta)
Simplified configuration
Configure actions right from within the Lightning page.
Conditional visibility
Add new filter criteria for when these actions should
appear.
Profile specific actions
Easily configure actions that should show up for a
specific sets of users without having to create a brand
new page layout.
Context-based actions
Need different actions based on the stage or step of a
process? Use dynamic actions to create dynamic actions
experiences to streamline user productivity and simplify
your pages
Configure highlights panel actions from within Lightning App Builder

9.
Demo
Dynamic Forms and Actions

10.
Split view for Standard Navigation
Split view is great for going through
records in sequence, or for quickly
skimming through a set of records.
Quickly scan your list of
opportunities and see which ones
need attention first. No more
navigating back and forth between
your list and your records.
The split view panel is collapsible for
extra flexibility.
Work Through Lists With Ease Using Split View for Standard Navigation

11.
Einstein Search enhancements (Beta)
Improved setup page
Simplified labels make it easier to find where to enable
Einstein Search and set up Permission Sets
Filter on picklist values in Natural Language
search
Users can find the records they want even quicker.
Filter on common use cases such as stage of
opportunity, case status or lead status.
Mobile Lookups
Get better recommended results on the Salesforce
Mobile App
Clearer set up and improved results in Natural Language search

12.
Sales Cloud

13.
Get more done from Kanban view
Kanban users can now view key
information without having to click
into records, so they can be more
productive.
Display up to five key fields to focus
users on the most important
information.
At each step on the path, help users
succeed with step-specific guidance,
such as tips, links, and company
policy information.
Kanban Key Fields & Guidance

14.
Service Cloud
Twitter | Email
Name, Title

15.
Service Cloud Voice
Twitter | Email
Name, Title

16.
Introducing Service Cloud Voice
Natively integrate voice
Integrate telephony and route calls
alongside digital conversations.
Deliver Omni-Channel Visibility to
Supervisors
Empower supervisors to view calls in
real time for training, onboarding and
post-call insights
Boost Agent Productivity with
Intelligence
Leverage real-time call transcription to
launch AI-powered productivity tools
Consistent agent experience across all channels
Service
Cloud
Add-on

17.
Complete OOTB contact center solution from a single vendor
Pre-integrated telephony from Amazon Connect
Intelligent telephony is now seamlessly
integrated with Service Cloud, right alongside
digital channels and customer data
At launch in Summer 2020, we will offer
Service Cloud Voice with pre-integrated
telephony from Amazon Connect.
Customers can take advantage of Amazon
Connect’s intelligent contact center suite, from
real-time transcription to relevant IVR data
right inside the Service Cloud agent
workspace.
In the future, we will deliver Service Cloud
Voice with a range of CTI partners. Existing
customers can continue to use Salesforce
Open CTI.

18.
Unified Supervisor Experience
View voice to text real time transcription in conversation component
Help supervisors focus in on calls that need
immediate attention and use transcripts and
recordings for after the fact coaching and
training.
Automatically connect call conversations to
cases and contacts, for better data collection
and visibility.
Deliver advanced insights with new call center
reporting dashboard. Einstein Analytics is
included to deliver insights based on call data

19.
Service all customer interactions from omni-channel
Reduce screen swivel and increase productivity
Accept/Reject Voice Calls directly in Omni-channel
Seamlessly integrates the phone channel to reduce
application switching — embedded softphone call
controls make it quicker and easier to accept phone
calls
Active calls show up as agent work
Simplify the user experience and reduce onboarding
time. Agents use a single omni-channel module to
accept any kind of interaction, to login and to set
presence status.
Call controls embedded in Lightning component
Easy to transfer to a phone number, agent, or queue
in omni-channel
New Voice Call standard object
Supports call data, disposition, notes, and custom
fields so agents spend less time typing notes as call
content is automatically captured

20.
Channels

21.
Enhance Conversations with an Improved Chat Header
New Chat Header
The Embedded Chat header has
been refactored to make it more
simple, resolve scrolling issues
Customizable
Customers who want pixel level
control of the header can
achieve that using a custom
Lightning Web Component
Embedded Chat enhancements

22.
Einstein Bots
Service Cloud
Twitter | Email
Name, Title

23.
Einstein Bots for Facebook Messenger
Automate customer service in a new channel
Use a Einstein Bot to have a conversation with
customers in Facebook Messenger
Increase end user reach in international markets and
satisfy high customer demand
Many use cases including ask a question, schedule an
appointment, reset a password, and more...
Service
Cloud
Einstein
Add-on

24.
Improved model supports more languages
Customers want the bot to understand them in
the language they speak.
With Einstein Bots, you can now have geo,
regional or country specific bots and/or create a
bot in the language of a website
Support for Spanish, French, German, Italian,
Portuguese is now generally available.
The following languages are now beta: Chinese
Simplified, Chinese Traditional, Japanese.
Train your bot to speak to your customers with multi-language enhancements.
Service
Cloud
Einstein
Add-on

25.
Analytics
Twitter | Email
Name, Title

26.
Reports & Dashboards

27.
Report Subscription Attachment (Beta)
Opt in to the Beta in Report & Dashboard
settings in Setup.
Users can choose to attach a file as part of a
Report Subscription and receive either a
formatted excel or details only CSV file
attachment.
Exporting a report in Lightning using
formatted option has also gotten 60% faster!
Your big reports with lot of rows and lot of
columns should be exportable quicker,
without timing out.
Get the data you need right in your inbox

28.
Einstein Analytics

29.
Data Integration

30.
Prepare Data with the Next Generation of Data Prep (Beta)
Understand how data is transformed at each stage with a visual point and click UI

31.
Community Cloud
Twitter | Email
Name, Title

32.
Lightning Communities
More customisation options and searchable pages
New Tile Menu
Customize the menu to your individual
taste by using the new Tile Formatting and
Text Formatting sections
Easier Community Pages
management
Pages were previously grouped by template
pages, your pages and object pages. Now,
it’s organized alphabetically and searchable.
Customizable User Profile
Component
Now you can customize the user profile
menu and make it truly personalized! Easily
control styles and display profile photo
display or if company name appears, etc.

33.
Lightning Action Overrides
Override the New and Edit standard actions on standard and custom
components.
Replace standard forms with a custom
Lightning component
Overriding standard actions allows you to
customize your org using Lightning components,
including completely customizing the way you
create and edit records.
Streamline the user experience
Sometimes the “New” or “Edit” actions can be
overly cumbersome with far too much input
shown to the user. Now you can remove
extraneous fields so that your customers,
partners, or employees have only the fields they
need to see in their Community.
Try incorporating a Lightning Flow into your
Custom Action Override component to really
improve the process.

34.
Previously, we only supported two
levels for navigation menus - a
menu label and children pages.
Now, if you want to expose a
product catalog for a storefront,
you can go 5 levels deep.
Flexible navigation for your community and B2B store
Multi-Level Navigation

35.
Personalization
Customers can now use community audiences to
target the nav menu that shows up in any nav
menu component, including tile menus. This
means, for example, in a partner community a
reseller could see completely different menu
items than a repair shop.
Now, any nav menu component, including tile
menus, can be targeted to different audiences
using the new “Personalize” button in the
property sheet.
Customers can now make sure all community
nav menus are perfectly aimed to different
audiences.
.
Nav Menu and Content Components Can Now be Targeted to Audiences

36.
User data rolls up from the child
external account to its parent
external account, offering a point-
and-click approach to data sharing.
Before Summer ‘20, if you were
working with a large partner globally
or trying to model a network of
suppliers, distributors, resellers, etc..,
there was no declarative way to share
data, for example from a partner
child account to the HQ partner
account. Now you can do that
without code.
External Account Hierarchies are now Generally Available
Remove complexity of sharing with external account hierarchies.

37.
Customization
Twitter | Email
Name, Title

38.
Lightning Flow

39.
More Ways to Trigger Flows
Declaratively build a trigger that runs
after a record is saved.
Record-Change Flow and Platform Event Flow
Subscribe to a Platform Event and do
everything you can do in an after-save
Flow Trigger. Use platform event trigger for
event subscription based type of triggers.

40.
Elevate running user permissions
Bypass object level security, field-level security and
sharing rules in context of a guided business
processes. Allow Guest users to create or edit
records that they don’t have direct access to.
Run flows in system context without sharing
The Spring ‘20 release allowed flows to run in
system context with sharing. Now you can run
flows without sharing.
Note : A limited set of actions and operations still run in user mode, e.g.,
Post to Chatter standard action
Run Flows that Bypass User Permissions

41.
Simplified Configuration
Loop data, Subflow Outputs handled automatically
We’ve made it faster and easier for admins to
configure loops and subflows. It’s no longer
necessary to create variables to handle loop
iteration and subflow output.
In addition, we now warn you if your loop is
set up in an error-prone way. Keep your eyes
peeled for Tips in the new help menu – you’ll
see a badge icon if we have any
recommendations for you.
For subflows, you simply reference values
from the element itself, which eliminates the
need to create separate variables. In addition,
Flow Builder automatically creates a variable
for you to use during your loop. One less task
for you!

42.
Screen Flows Report
Flow metrics include :
1. Flow execution count
2. Duration of each screen
3. Who ran the Flow
4. Status of Flow interviews
(completed, running,
paused, error)
Analyze the time spent in screen flows by using a prebuilt report

43.
General Setup

44.
Release Updates (Beta)
View your updates and alerts information in a single, easy-to-use page.
Understand and act on updates that impact your Salesforce org using an
improved user interface

45.
Questions?