Spring ‘12 Release -

Features Speed Date!

Ingo Fochler

Sr. Support Account Specialist

Salesforce.com

Safe Harbor Statement

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Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Any unreleased services or features referenced in this or other 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.

Agenda

The Ground Rules: Spring ‘12 Release Milestones and Release Types

Meet the Hand-Picked Participants:

– Collaboration Cloud Enhancements

– Sales Cloud Enhancements

– Service Cloud Enhancements

– Analytics Enhancements

– Data.com Enhancements

– Force.com Enhancements

This presentation does not include all the new features of Spring‘12!!

Please review the release notes to review all the features…

Spring ‘12 Release Milestones

R2 – Staggered Release

Friday, Feb 10

Saturday, Feb 11

Pre-Release Available

Externally

Friday, Dec 16

R1 – Staggered Release

Friday, Feb 3

Release Training Available

Friday, Jan 20

Sandbox Available

Friday, Jan 20 (CS0, CS3,

CS4, CS7, CS9, CS11, CS12)

December 2011 January 2012 February 2012

Sandbox Available

Saturday, Jan 21

(CS5, SR1, SR2)

Release Preview Available

Thursday, Jan 5

Definitions of Release Types

Pilot: New feature or function available by invitation-only to a limited set of customers.

The purpose is to gather feedback and data on product functionality, scalability,

performance and usability, which will influence the direction, continued development, or

roll out of the feature.

Beta: Minimum customer feature set made available to a set of customers on an opt-in

basis, to gain early adoption and minor feedback on product that the team will be

making minor, known enhancements to in order for product to meet marketable feature

set. Must go GA within two releases.

GA: Marketable feature set ready for all customer production use and all functional,

quality and performance requirements are complete.

Developer Preview: Provide early testing opportunities to Developer Edition orgs on

upcoming developer technologies. The purpose is to solicit feedback for features that

are not ready for a production release (Pilot, Beta, or GA). The Developer Preview is not

backwards compatible.

Collaboration Cloud Enhancements

What is Chatter Influence?

Chatter Influence:

Measures who is driving collaboration with their Chatter contributions.

Gives users a score based on posts, comments and likes received.

Displays a hovering score on the profile.

What are the Enhancements to Chatter Recommendations?

Recommended based on popularity of the file, determined

by number of views and downloads.

Once you’re following someone, Chatter recommends you

follow others who also follow that person in common.

Appears above recommendations and shows one

recommended action at a time. Complete or skip a

recommended action to see the next one.

More relevant recommendations are made based on your

user information.

What to do next?

In the Chatter REST API we’ve:

Extended the functionality for some

existing chatter features.

Added support for new chatter

features.

What are the Enhancements to Chatter REST API?

Likes on Comments

Files on Comments

Case Comment custom field item

Dashboards custom feed item

Bookmarking

Favorites

Rechat

Additional payload in group and

user detail

Photo version fields in payload

Organization and User settings

User Influence

Search on private messages

Additional Chatter Enhancements

Coworker Invites now support up to 200 domains – up from 5

Customer Invitations are free until Dreamforce 2012

− Customers can keep licenses they’ve used after Dreamforce 2012

Send an invite link to your email distribution list right from Chatter Settings.

Delete Chatter Messages via the SOAP API

Criteria based feeds, e.g. ‘Open Leads’ view can be added to your favorites

list.

Bookmark posts in your Chatter feed!

Attach a file to a comment in Chatter.

Share text, links, and video posts from users’ and public group feeds through

“Re-post.”

YouTube videos now show and play inline, and display the title you submit

when publishing.

CUSTOMER IDEA: 200 Domains, Attach Files to Comments,

and Re-post were submitted by a customer via the Idea

Exchange.

Collaboration Cloud Enhancements Summary

Feature Release

Type

Automatically

visible to all

users. No

setup required.

Automatically

visible to all

Admins. No

setup required.

Not

automatically

visible. Feature

is available

but requires

some setup.

Contact

salesforce.co

m to enable

this feature.

Salesforce

Edition

Salesforce

License

Smart Search GA P GE, PE, UE,

EE, DE n/a

Co-worker

Invitations to 200

Domains

GA P CM, PE, GE,

DE, UE, EU,

DE n/a

Free Customer

Invitations GA P

CM, GE, PE,

EE, UE, DE n/a

Chatter REST API GA P GE, PE, UE,

EE, DE n/a

Chatter Influence GA P GE, PE, UE,

EE, DE n/a

Chatter

Recommendations

Enhancements

GA P GE, PE, UE,

EE, DE n/a

Chatter Bookmarks GA P CM, GE, PE,

EE, UE, DE n/a

Re-Post GA P CM, GE, PE,

EE, UE, DE n/a

REFERENCE: For a full list of Collaboration Cloud features and

enhancements, please see the release notes.

Sales Cloud Enhancements

In Spring ‘12 you can now do the following with Forecasts:

1. Select your own date range to display in forecasts.

2. Hover over a subordinates forecast detail and click Details to view their

forecast detail.

What are the Enhancements to Forecasts

Choose whether to sync items you mark as private.

Create cases in Salesforce from emails in Outlook.

Every unresolved email address on emails added with Salesforce for Outlook

will be appear in Unresolved Items as a separate row .

Specify email domains to ignore (not associate) when adding emails with

Salesforce for Outlook.

Due date will be the date when the email has been sent, not when it has been

added

What are the Enhancements to Salesforce for Outlook

+ =

Social Accounts and Contacts is now Generally Available!

See social content about your customer directly within Salesforce.

– Facebook integration for Accounts

– YouTube integration for Accounts/Contacts/Leads/Person Accounts

What are the Enhancements to Social Accounts and Contacts?

Sales Cloud Enhancements Summary

Feature Release

Type

Automatically

visible to

all users. No

setup required.

Automatically

visible to all

Admins. No

setup required.

Not automatically

visible. Feature

is available

but requires

some setup.

Contact

salesforce.com

to enable this

feature.

Salesforce

Edition

Salesforce

License

Forecasts

Enhancements

and Updates

GA P PE, EE, UE,

DE n/a

Sync Items marked

as Private GA P

CM, GE, PE,

EE, UE, DE n/a

Create Cases from

Salesforce for

Outlook

GA P CM, GE, PE,

EE, UE, DE n/a

Social Accounts

and Contacts GA P

*GE, PE, EE,

UE, DE n/a

Salesforce CRM

Content

Enhancements

GA P CM, GE, PE,

EE, UE, DE n/a

REFERENCE: For a full list of Sales Cloud features and

enhancements, please see the release notes.

Service Cloud Enhancements

A pre-packaged Service Cloud portal application.

Accessed publicly on your site and doesn’t require login.

A blend of community answers (crowd sourced), corporate answers (KB

Articles), and case management (Agents) into a unique feed for customers.

Merges the search of Q&A from the community with the search of public

Knowledge articles to streamline and increase questions and cases deflection.

What is Chatter Answers?

Unresolved

Question

Resolved

Questions

Knowledge

Base (KB)

Articles

Customers can:

Post questions and quickly access Q&A, KB articles, and

receive crowd sourced feedback.

Build their reputation by providing responses and popular

answers.

Flag posts to ensure quality of comments and feedback.

How will Chatter Answers be Used?

Support Reps can:

Reply, sort, filter, remove and escalate customer questions

from the Service Cloud Console.

Respond privately or publicly to a customer depending on the

information in the post.

Moderate and take action on the quality of the posts added by

customers.

Reply

within the

console.

Certify

as best

reply.

Remove or

escalate a

post.

A way for you to communicate with customers via

your website, public knowledge base or Customer

Portal.

A real-time, text-based chat channel that allows your

customers to contact your support agents instantly.

What is Live Agent?

OFF-CYCLE RELEASE: Live Agent will be released outside of

the regular release schedule. See the release blog for specific

dates.

Place chat

buttons

anywhere

Match your

website’s

branding

Buttons are

dynamic

based on

agent

availability

Custom

branding in

your chat

window Save chat

transcript

Real time

customer

service

What is Case Feed?

A list of case

followers to see

other agents who

are involved in

resolving a

customer issue An Articles tool makes it

easy to search for and

attach articles to a case

or email

Communicate with

customers, log calls,

write internal notes

and view case detail

from within the feed

Feed optimized for

case management

shows updates to a

case

Important case

information stays at

the top of each page

in the highlights panel

Filter case

activities

by type

Visual indicators that show a record has changed

Show the most up to date information

Available on a variety of objects and fields on the service cloud console

Available in pilot program

What are Console Push Notifications?

Bold and italic texts

indicates a field

specified by an

Administrator has

changed.

Blue if it’s

the last item

you viewed

Yellow

when a

record

changes

Validation Status field on Salesforce Knowledge articles

– Select values to show whether the content is validated

– Show the state of an article in the publication lifecycle

Capture and author articles from Cases

Article versioning let’s you keep previous versions and see which version is

associated to a case

Knowledge Actions let you publish articles automatically using approval

processes

Spell Correction for Knowledge Search:

– Automatically searches for potential corrected spellings.

– Notifies the user if results for the corrected spelling are found.

Enhanced HTML rich text editor

Navigation shortcuts

Draft icon to indicate an Article is being edited

What are the Enhancements to Knowledge?

Search will automatically search on

alternate spellings and return results for

both original and corrected terms.

Corrected terms that do not appear in

the org’s indexes and therefore do not

have matches will not be shown to the

user as spelling correction.

Service Cloud Enhancements Summary

Feature Release

Type

Automatically visible

to all users. No setup

required

Automatically

visible to all

Admins. No setup

required

Not automatically

visible. Feature is

available but requires

some setup.

Contact

salesforce.com to

enable this

feature.

Salesforce

Edition

Salesforce

License

Chatter Answers GA P UE, EU,

DE

Chatter

Answers

Live Agent GA P EE, UE,

DE

Service

Cloud

Case Feed GA P

GE, PE,

EE, UE,

DE

n/a

Console Push

Notifications GA P

EE, UE,

DE

Service

Cloud

Validation Status Field GA P EE, UE,

DE Knowledge

Article Versioning GA P EE, UE,

DE Knowledge

Knowledge Actions Pilot P EE, UE,

DE Knowledge

Spell Check for Article

Search Beta P

EE, UE,

DE Knowledge

Capture and Author

Articles from Cases GA P

EE, UE,

DE Knowledge

Enhanced HTML Rich

Text Editor GA P

EE, UE,

DE Knowledge

Navigation Shortcuts GA P EE, UE,

DE Knowledge

Service Cloud Enhancements Summary (cont.)

Feature Release

Type

Automatically

visible to all

users. No

setup required

Automatically

visible to all

Admins. No

setup required.

Not automatically

visible. Feature

is available

but requires

some setup.

Contact

salesforce.com

to enable

this feature.

Salesforce

Edition

Salesforce

License

Sharing Service Cloud

Console Links GA P EE, UE, DE

Service

Cloud

Custom Logos

for Service

Cloud Console

GA P EE, UE, DE Service

Cloud

New Methods for

Console Integration

Toolkit

GA P EE, UE, DE Service

Cloud

REFERENCE: For a full list of Service Cloud features and

enhancements, please see the release notes.

Analytics Enhancements

What is an Analytics Edition?

Bucketing gives you on-the-fly segmentation and filtering

based on custom data groupings you create in your report

rather than the data model.

Cross filters help you perform sophisticated analysis and

exception reporting.

Joined reports let you create and run reports containing

data from different objects.

NOTE: Analytics Editions is only included in EE and UE.

With Bucketing:

Quickly categorize report records without creating formulas or

custom fields.

Define multiple categories (buckets) to group report values.

Sort, filter, and group your report, just like any other field.

Add up to five bucket fields per report, each with up to 20

buckets.

Additional Information about Bucketing

With Cross Filters:

Specify inclusion or exclusion of records using a WITH or

WITHOUT condition.

Apply cross filters by themselves or in combination with

field filters.

– Filter logic only applies to field filters—not cross filters.

– Create up to three cross filters per report.

– Add up to five subfilters for each cross filter.

Additional Information about Cross Filters

With Joined Reports

Easily view different types of activities and information in a

single report.

Combine data from multiple standard or custom report types

– Add report types to a joined report if they have relationships

with the same object or objects.

Add report blocks to your reports to create multiple views of

your data.

Additional Information about Joined Reports

CUSTOMER IDEA: Joined Reports was submitted by a customer

via the Idea Exchange.

Add report

Type to

bring in

more data

Search

through

compatible

report types

Result view

shows result

from both

report types

Filter each

result block

separately

Joined Report Example

Spring ‘12 dashboard enhancements include:

Three filters per dashboard – instead of one

Filters for dynamic dashboards

Post snapshots of filtered dashboards to Chatter

Additional operators available on dashboard filters

– Between operator to filter on ranges of values (between + contains, less

than, etc.)

What are the Enhancements to Dashboard Filters?

Customize your view of Dashboards and Reports in the Reports tab

Delete Report and List Filters with Filter Logic

Up to 20 field filters on a report – filters on dashboards count against this limit

Drag-and-Drop Report Filters

Additional Analytics Enhancements

Analytics Enhancements Summary

Feature Release

Type

Automatically

visible to

all users. No

setup required.

Automatically

visible to

all Admins.

No setup

required.

Not automatically

visible. Feature

is available

but requires

some setup.

Contact

salesforce.com

to enable

this feature.

Salesforce

Edition

Salesforce

License

Bucketing GA P EE, EU Analytics

Edition

Joined Reports GA P EE, UE Analytics

Edition

Cross Filters GA P UE, EE Analytics

Edition

Additional

Scheduled

Reporting

GA P PE, UE, EU Analytics

Edition

Dashboard Filters

Enhancements GA P

PE, EE, UE,

DE n/a

Customize

Your View GA P

PE, EE, UE,

EU, EE n/a

Deleting Report

and List Filters

w/ Filter Logic

GA P PE, EE, UE n/a

Enhancements to

Dashboards GA P

GE, PE, EE,

UE, DE n/a

Enhancements to

Dashboard

Component

Snapshots

GA P GE, PE, EE,

UE, DE n/a

Increased Report

Filter Limits GA P

GE, PE, EE,

UE, DE n/a

Drag-and-Drop

Report Filters GA P

GE, PE, EE,

UE, DE n/a

REFERENCE: For a full list of Analytics features and enhancements,

please see the release notes.

Data.com Enhancements

Data.com now includes data from Dun & Bradstreet (D&B)

– Over 2.5million company records from Data.com include key data sourced

from D&B.

Data.com Corporate licenses provide additional D&B account and lead data

beyond the basics.

Purchase additional Data.com licenses right from the Data.com Licenses and

Limits page.

What are the Enhancements to Data.com?

Overview comes from

D&B for thousands of

account records

Additional D&B

data visible to

users with

Corporate license

Data.com Enhancements Summary

Feature Release

Type

Automatically

visible to all

users. No

setup required.

Automatically

visible to all

Admins. No

setup required.

Not

automatically

visible. Feature

Is available

But requires

Some setup.

Contact

salesforce.com

to enable this

feature.

Salesforce

Edition

Salesforce

License

Data.com Corporate GA P CM, GE, PE,

EE, UE, DE Data.com

Purchase Data.com

Licenses and record

additions from the

Licenses and Limits

page

GA P CM, GE, PE,

EE, UE, DE Data.com

Additional Account

Fields now Enabled for

Data.com Data GA P

CM, GE, PE,

EE, UE, DE Data.com

Associate or create an

account when you add

Data.com contacts from

the Data.com tab

GA P CM, GE, PE,

EE, UE, DE Data.com

Get company overview

information and

additional data on the

enhanced account

GA P CM, GE, PE,

EE, UE, DE Data.com

Additional prospecting

enhancements GA P

CM, GE, PE,

EE, UE, DE Data.com

Data.com Clean Beta P CM, GE, PE,

EE, UE, DE Data.com

REFERENCE: For a full list of Data.com features and

enhancements, please see the release notes.

Force.com Enhancements

A place to see important usage data and limits in your organization.

See messages that alert you when you reach 95% of your limit.

What is the Force.com System Overview Page?

Drill into each

item for details

Link to Checkout

to purchase more

Use the Metadata API to create,

access, and edit cloud-based flows.

Include Flows in change sets and

managed and unmanaged packages.

Up to 50 versions per flow.

Use Record Delete in the Cloud Flow

Designer to delete one or many

records.

Customize labels in the Cloud Flow

Designer with the rich text editor.

Choices and dynamic choices are

standalone resources.

Value and resource drop-down lists

now include Global Constants.

Route users through multiple

outcomes from any decision element.

What are the Enhancements to Visual Workflow?

NOTE: Visual Workflow will be "included" in all EE and UE

editions for free starting in Spring ‘12.

Re-evaluate Workflow Rules as a result of field

update action settings

Cross-object field updates in workflow rules now

support standard objects.

Custom-to-standard and limited standard-to-

standard relationships are supported.

What are the Enhancements to Field Update Actions?

What are the Enhancements to Global Search?

Corrected terms that do not

appear in the org’s indexes

and therefore do not have

matches will not be shown

to the user as spelling

correction.

Take a guided

tour.

Refine search

terms and search

again.

Set the “Exact

Phrase” and other

options.

“Search All” to

see objects that

weren’t selected

for you.

Objects display

in the order that

you search/use

the most. Pin

the objects you

want at the top

of your results.

Search

Chatter feed

posts.

Tab Bar Organizer automatically arranges tabs in the main tab bar to prevent

scrolling.

Additional Force.com Appforce Enhancements

Appforce Enhancements Summary

Feature Release

Type

Automatically

visible to all

users. No

setup required.

Automatically

visible to all

Admins. No

setup required.

Not

automatically

visible. Feature

is available

But requires

Some setup.

Contact

salesforce.com

to enable

this feature.

Salesforce

Edition

Salesforce

License

Force.com System

Overview GA P

CM, GE,

EE, UE, DE n/a

Configuring

Force.com System

Overview Messages

GA P CM, GE,

EE, UE, DE n/a

Visual Workflow

Enhancements GA P EE, UE, DE n/a

Field Update

Actions GA P EE, UE, DE n/a

Standard Cross-

Object Field

Updates

GA P EE, UE, DE n/a

Global Search

Enhancements GA P

CM, GE, EE,

UE, DE n/a

Visualforce

Components for

Chatter Answers,

Live Agent, Chatter,

Social Accounts

and Contacts

GA P GE, PE, EE,

UE, DE n/a

Appforce Enhancements Summary (cont.)

Feature Release

Type

Automatically

visible to all

users. No

setup required

Automatically

visible to all

Admins. No

setup required

Not

automatically

visible. Feature

is

available but

requires some

setup.

Contact

salesforce.c

om to

enable this

feature.

Salesforce

Edition

Salesforce

License

Dynamic Visualforce

Components GA P EE, UE, DE n/a

Tab Bar Organizer GA P Personal, CM,

GE, PE, EE, UE n/a

Force.com Quick

Access Menu

Enhancements

GA P Personal, CM,

GE, PE, EE, UE n/a

App Quick Start

Enhancements GA P

Personal, CM,

GE, PE, EE, UE n/a

REFERENCE: For a full list of Appforce features and

enhancements, please see the release notes.

Create and Edit custom objects, fields, and relationships.

Drag-and-drop elements into the schema.

What are the Enhancements to Schema Builder

Drag and Drop

new fields onto

the canvas Double Click on

custom fields to

edit them

How will Schema Builder be Used?

Administrators and developers can:

View how the Salesforce objects in their organization are

related.

Filter, expand, and focus their view of the schema.

Quickly add custom objects or fields with the drag and

drop interface.

Enable Alpha, numeric, and special characters passwords.

Session timeout values increased to 12 hours.

Set Service Providers from the Identity Provider page for any profile.

A full copy sandbox can include the encryption keys for encrypted fields.

What are the Enhancements to Security?

Criteria Based Sharing for Leads and Campaigns

Metadata API Support for Roles, Groups, Queues

Territories and Sharing Rules (includes Change Sets)

API Function to Query User’s Record Access

What are the Enhancements to Sharing?

Questions??

Thank You!