EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Please note: We will be starting a minute or two after the hour to allow for people still joining

Engage with your users and take action to achieve your goals

Deploy and empower your end users

Presented by:

Your Getting Started with Salesforce Community Team

First, some logistics Questions, answers, and staying in touch.

• How do you ask a question?

• Will this be recorded?

• Where can you get the presentation?

• Where can you go to get more

information?

Forward-Looking Statements

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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 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, 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

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 fiscal year ended January 31, 2009 and our other filings. These documents 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 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.

Your Getting Started Journey

Objective: Determine how to effectively train, support, motivate, and engage your users.

We will share examples and proven approaches to help you:

• Select the best way to train your users

• Learn ways to support, motivate and engage your users

• Track and measure success

Poll

How many employees will be using Salesforce at your company?

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Select the best way to train your users

Set the stage

• Answer “What's in it for me?”

Tell your users what they can expect from Salesforce and what is expected of them.

• Be clear to users how success is measured

• Establish “If it isn't in Salesforce, it does not exist”

Worksheet: Create your communication plan

Getting Started Workbook

My Communication Plan (SAMPLE)

Timing Key Topics

Pre-Launch

Program vision

Key players

Business goals

Note: Many of the pre-launch topics can be sharing the information you

have captured in Step 1 of this workbook

Launch Instructions on how to access Salesforce

How to get help (questions, training)

Post Launch

User recognition

User Tips/Tricks

Reminder of how to get help/ask questions

Step 3

Define your

training paths

Step 2

Determine

relevant user

scenarios

Plan your training Three steps to planning

Step 2

Determine

relevant user

scenarios

Step 1

Identify your

audience

Identify your audience

• Who needs to be trained?

• What processes are

relevant for the audience?

• What scenarios are

covered by Salesforce?

Key Questions:

Activity Tracking

Reports &

Dashboards

Sales Process

Account & Contact

Management

Training Areas Sales Rep Sales Manager Executive

Leads Process

Determine your scenarios

1. Prep for meeting with prospect – review account,

contact and activity history

2. Capture meeting outputs – update opportunity

and set follow-up activities

3. Use Salesforce1 to capture the information when

on the road

SAMPLE “Day in the Life” Sales Rep Scenario:

Define your training paths

Sample training path

Before Go Live

1. Salesforce Basics

• Getting Started: Navigating Salesforce

• Getting Started: Using the Sales Cloud

• Getting Started with Reports and Dashboards

After Go Live

2. Scenario Training

“Do my job” training

• Home page

• Sales processes

• Key reports and Dashboards

3. Refresher Topics

• Salesforce navigation refreshers

• Top tips based on questions asked by users

Self Paced Training In Person Training Ad Hoc Meetings

Audience (SAMPLE)

Training Scenarios (SAMPLE)

Training Path (SAMPLE)

Worksheet: Plan training

Getting Started Workbook

Audience (SAMPLE) Training Scenarios (SAMPLE) Training Path (SAMPLE)

Maximize your admin time, minimize your training time

• Plan for the future, as Salesforce releases

3x a year

• Use Chatter to deliver self-serve materials

• Develop a train the trainer program

• Build an ongoing training process

• Track training

Salesforce Administrators: Drive your own career

Salesforce Certification

• Get trained and certified

• Join a local User Group

• Leverage the Success Community to learn from your

peers

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Support, engage, and motivate your users

Drive User Adoption

• Executive leadership

• Emphasize the value

• Motivate by recognition

• Develop incentives

Motivate Support Engage

• Utilize super users

• Document your support

process and share

• Address problems

quickly and publicly

• Offer refresher training

• Develop a

communication plan

• Create feedback loops

• Reach out to resistors

• Utilize Chatter

• Walk the floor

Best Practice: Use Chatter to accelerate training and adoption

Training

• Use Groups to consolidate training materials

• House training schedules and announcements

• Connect your users

• Provide a space for conversations and Q&A

• Share best practices and how to’s

Engagement

• Reinforce from your executives – provide a forum to champion the implementation

• Increase transparency

• Celebrate achievements

• Showcase super users, MVP’s or early adopters

• On-board and mentor employees

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Track and measure success

Best Practice: Measure Salesforce usage

Adoption Dashboards from the AppExchange

Salesforce usage is a valuable metric for measuring success

Success Indicators:

• Login rates

• What data are they creating/updating?

Suggestions:

• Opportunities created, last 30 days

• Activities completed, last 30 days

• Login rates, last 7 days

• Users who haven’t logged in, last 7 days

Best Practice: Measure data quality

Salesforce Data Quality Dashboards from the AppExchange

Data quality is a valuable metric for measuring adoption

Examples:

• Account Data Quality

• Opportunities Data Quality

• Missing Account Data

• Sales Reps Opportunity Quality Scores

Best Practice: Assess User Satisfaction

Survey tools on the AppExchange

User feedback will help you drive adoption

• Are your end users finding Salesforce easy

to use?

• Are Sales Managers managing their teams

more effectively?

• Are Sales Reps finding content faster?

The appexchange has tools for surveys, check

them out!

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Track achievement of business outcomes

What should you do now?

• Start the discussion with your stakeholders

• Implement the strategy

• Build dashboards that highlight your

key metrics

• Start driving performance with actionable

data and dashboards!

• Need a jumpstart? Use the AppExchange

Worksheet: Define your success metrics

Getting Started Workbook

My Usage/Data Quality Measures (SAMPLE)

Key Questions Metrics

Are users logging in? % of users logging into Salesforce

Are users using the application? # activities created

# of active licenses

Who is logging in most frequently? Login leader board

Hall of Fame

Are key functionalities being utilized? # accounts/contacts/opportunities created

# of accounts with activities

Are users interacting with the application? Average # of opportunities associated to an account

Are users taking advantage of the functionalities? % of opportunities w/opportunity line items

% of users running pipeline reports

Reports and Dashboards available on the AppExchange 100+ more reports and dashboards from partners to explore as you expand and grow your business.

• Salesforce CRM Dashboards

• Sales Activity Dashboards

• Service and Support Dashboards

• Salesforce Mobile Dashboard for iPad

Validate your solution

Ensure user adoption by

testing their experience.

• Is your training preparing your users?

• Does your feedback process create

engagement and trust?

• Do your users feel supported?

• Are you measuring the right

business outcomes?

Meet the new user experience in Salesforce Lightning Experience is a new, modern user experience in Salesforce

Lightning Experience Salesforce Classic

Getting Started Series

On Demand Videos

www.salesforce.com/gettingstarted

Demonstration

• Chatterize your rollout

• Use standard reports to track key

metrics

• Download prebuilt dashboards

from the AppExchange

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Resources for your success

Recap & Next Steps

What you learned:

• Considerations when creating your training plan

• Techniques to support, motivate and engage your users

• Best practices for tracking and measuring success

What you should do next:

Download the Getting Started Workbook

Develop your training and communication plan

Create chatter groups to collaborate with the project team and end users

Review our Reports & Dashboards quickstart

Resource Links

Getting Started:

Getting Started Quickstart

Getting Started Workbook

Videos

Data Import Video Series

Help & Training Articles

Reports & Dashboards Quickstart

Salesforce Certification

AppExchange

Survey tools on the AppExchange

Salesforce Data Quality Dashboards

Salesforce Adoption Dashboards

Salesforce CRM Dashboards

Service and Support Dashboards

Salesforce Mobile Dashboard for iPad

Trailhead Modules:

Lightning Reports & Dashboards

Chatter Basics

Success – Getting Started: A User’s Guide

1. Click to join.

2. Update your email settings –

we recommend at least a

weekly digest.

3. Access resources to help you

get started.

4. Download files.

5. Post your questions and

comments and start

collaborating!

6. Don’t forget you can search

the feed!

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Have you attended or viewed one of our webinars? Do you have a question to ask? Do you want to listen in on questions from customers?

Fridays, 9 a.m. (Pacific)

(feel free to post questions directly on our Chatter page)

Office hours (US)

Ask Salesforce Anything (APAC)

Wednesday, 9 a.m. (AEDT)

(feel free to post questions directly on our Chatter page)

Q&A

EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE

Getting Started

Thank you