1. Go Mobile and Embed Service
Jon Pappas
Director, Product Management
jpappas@salesforce.com
​

2. Safe harbor 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.
Safe Harbor

3. Jon Pappas
Director, Product Management
Salesforce Desk.com

4. Deliver Fast, Awesome Customer Service with Desk.com
Work Smarter and Faster 360° Customer ViewsUp & Running in Days
All-in-One Support Solution for
Fast Growing Companies
CSAT
Knowledge
BaseSelf-ServiceMobile
Case
Management
Simple
Setup
Productivity
Tools
Business
Insights
IntegrationMulti-Channel
Support
Multi-brand
Support

5. Satisfied Customers Are Loyal and Spend More
have spent more due to
Positive Customer Service
interactions
75%
Source: Gartner, Agenda Overview for Customer Strategy and Experience Management, Jan 2, 2013

6. What do we mean
when we say Mobile?

7. Mobile at Desk.com
Mobile AgentsMobile End-Customers

8. Mobile Customers
Your Customers Are Mobile

9. Mobile Customers
Desk.com Mobile SDK
Embed the Desk.com Knowledge Base directly
into your native mobile app, quickly and easily.

10. Demo! - Desk.com Mobile SDK
● Group of friends, Hawaiian natives, decided
to start a Hawaii travel destination service
called “Aloha Adventures”
○ Best things to do during your stay!
○ Deals on adventure packages
○ Inside advice from locals
● Created a Mobile app to help customers
plan their stay.
ALOHA
ADVENTURES

11. Mobile Customers
Your Agents and Admins Are Mobile
Admins and Agents

12. Mobile Admins and Agents
Desk Mobile Apps
iOS and Android Mobile apps designed and
streamlined for end-to-end case management.

13. Demo! - Desk.com Apps
● Admins use to help triage incoming cases
and to keep tabs on unresolved issues.
● Agents can get back to customers ASAP on
the easy questions using Macros or to
reassign to other agents for help.
● And much more...
ALOHA
ADVENTURES

14. Let’s hear from one of our customers...

15. Nate Skinner
Chief Customer Officer
Campaign Monitor

16. Campaign Monitor is simple & elegant email marketing for business
Drag and drop email builder
Out-of-the-box mobile readiness
Optimization and testing tools
Advanced personalization
Built for business

17. Campaign Monitor is the #1 email marketing app for Salesforce
Track every mass email activity in the
Salesforce contact record
Measure the success of your email marketing
campaigns

18. How Campaign Monitor Uses Desk.com
Labels
Routing & High Priority
Finding Cases on the go
Analytics
Month/Month Trending
Channel Variability
Global Team Performance
Individual Agent Productivity
Resolution by Region

19. How Campaign Monitor thinks about Mobile

20. Looking forward: hyper-targeted, personalized email
Integrations:
Send hyper-targeted emails based on data
from other systems
Automation:
Send the right email at the right time

21. What’s Next for Desk Mobile?

22. Desk Mobile - Product Roadmap
360 degree view of customer
Desk Connect with Salesforce
Customer Lists
Company Lists
Opportunities
Self Service and SDK
Content Editor v2
SSO for Portal Users
In-App Chat
Admins and Agents
Mobile Dashboards

23. One last word... don’t forget!
Small & Medium Business Keynote
Thursday, September 17 at 2PM
3rd
floor, Moscone West
Brian Millham
President, Global
Commercial Sales
Tony Rodoni
SVP, Small Business
Leyla Seka
GM, Desk.com
Anne DelSanto
EVP, Global Solution
Engineering
See more of Desk.com:
• Desk.com Booth and #joinclubdesk! – Moscone North,
Expo
• SMB Zone, Moscone West, 3rd
floor (“Keep” station)