The document provides an agenda and overview of a Communities & Dreamforce event. It includes a recap of Dreamforce 2014 announcements like the Salesforce Analytics Cloud, Salesforce1 Lightning Connect, and Salesforce Community Cloud. It also outlines a Communities update presentation and Q&A session. Key takeaways highlight how communities can increase sales, decrease costs, and build brand advocates.

1. Communities & Dreamforce
Key Takeaways

2. Safe Harbor
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3. Agenda
8:15am – 9:00am: Breakfast and Check-in
9:00am – 9:30am: Introductions and Dreamforce Recap
9:30am – 10:00am: Communities Update
10:00am – 10:30am: Q&A and Wrap Up

4. Dreamforce Recap
McLure Foote, Regional Vice President, Salesforce

5. Dreamforce 2014 Highlights
Product Announcements
• Salesforce Analytics Cloud
• Salesforce1 Lightning Connect
• Salesforce Community Cloud

7. Analytics Cloud

8. Insight for Everyone
All Data Connected to
Salesforce
Cloud Speed & Scale
Explore Data on Any
Device
As Flexible as Your
Business
Get Answers,
Instantly
No Experts
Required
Share Insight to
Drive Business
Collaborate Across
Your Company
19X Higher
Profitability

9. Salesforce1 Reporting
Data in Salesforce
Single business process
Point-in-time status
“Analytics gives anyone in the company
answers to any question from multiple
business apps, databases and big data.”
“Gives sales, service & marketing teams
the ability to track & measure execution
in Salesforce”
Analytics Cloud
Multiple data sources
Across business processes
Current, historical & big data

10. Salesforce1 Lightning

11. Lightning: The Next Generation of the Salesforce1 Platform

12. Salesforce1 Lightning: The Next Generation of the Salesforce1 Platform
Lightning App
Builder
Lightning Process
Builder
Lightning Community
Builder
The fastest way to build mobile apps
Lightning Components

13. NEW Introducing: Salesforce1 Lightning App Builder
Drag & Drop
Build with standard and custom
Lightning Components
Any Device
Design apps for every screen
from one canvas
Easy for anyone to build apps faster

14. Introducing: Salesforce1 Lightning Connect
The fastest, easiest way to integrate any data source with Salesforce
Fast Point and click integration in minutes
Real-time External data by reference – not copied
Extensible
The full power of Salesforce1 Platform behind external data

15. But Apps are Still Disconnected from Legacy Data
Legacy Data
Custom Apps
Employee Apps
Partner Apps
Customer Apps

16. Salesforce Community Cloud

18. Salesforce Community Cloud Update
Presented by Eric Scheel, CTO – Magnet 360

19. Create a Thriving Community
Eric Scheel
Chief Technical Officer
Magnet 360

20. ENGAGEMENT FOR OUMTaCg nOeMt 3E6S0
/// Partner Since 2004
/// 2,000+ Platform Projects
/// 140+ Certifications
/// 9.0 Customer Satisfaction Score
CHICAGO | MINNEAPOLIS | NEW YORK | LOS ANGELES

21. Connected: Integrate any data, record,
or app into the community
Mobile: Build rich, consistent member
experiences for any device
Fast: Quickly and easily get your
community up and running

22. SALESFORCE EXPERT ISE

23. Partner
Facing
Contractor Self
Service
Advertiser
Production App
Agency
Collaboration
Supplier Portal
Field Service
Parts Supplier
Community
Partner Broker
Community **
Airline
Registration App
Employee Facing
Employee
Collaboration
Employee
Intranet
Recruiting &
Stock Plans
HR Help Desk*
Healthy Workplace
Employee
Intranet
60 HR Apps +
Social Intranet
Employee
Intranet
Customer
Facing
Doctor Portal
Gas Station
Retail
Travel Agent Self
Service
Student
Admissions App
Consumer Self
Service
Inventory
Management
Restaurant
Distribution
Retail
Distribution

24. My Starbucks Idea
• One of the earliest branded
communities on Force.com.
• Key element in turnaround at
Starbucks over the last five
years.
» 150,000 ideas submitted
» 2 million votes
» 250+ ideas were implemented

25. General Mills Open Innovation Network
Key partner engagement tool
Post challenges and briefs for
innovation opportunities
Create direct connection
between General Mills and
partners
Connected to internal
resources and processes

27. The Home Depot – Driving Internal Innovation
20,000 ideas in the first month
Each month, one employee is
recognized and rewarded by
management for idea submission
Improved employee loyalty through
visibility into ideas and action
Employees

28. The Home Depot – Driving Engagement
Large public facing community
Customers, employees and
experts community
Advocate Engagement
Search Engine Optimization
Home
Owners
Contractors Employees

29. Medtronic – Connecting Doctors and Nurses with Experts
Integration with Live event and
streaming video
Topic discussions pre and post
event
Legal and Regulatory Workflow

30. Medtronic – Live on Give On

32. Options to Create Communities
Salesforce1
(Internal Communities)
HTML5 and Native
Responsive Website
Templates
Mobile SDK
Native Integrations
Responsive Website
Visualforce

33. Website - Responsive Templates
KB, Cases, Q&A,
Gamification
KB, Cases
with Images
KB, Cases

34. Responsive - Visualforce
Customization: Component-based UI
Responsive: Build once, deploy everywhere
Platform: Build on the Salesforce1 platform
Access to Chatter: Feed first!

35. Salesforce1 (Internal Communities)
Out of the Box: Configured based on community tabset
HTML5 and Native: On web or leverage native features
Access to Communities: Switch among communities
Access to Chatter: Feed first for users on the go!

36. Mobile SDK
Customization
Native, hybrid, or responsive
Multi-platform
Build for iOS or Android
Integration
Integrate with apps and the S1 platform

37. Honeywell… The Connected Contractor

38. Honeywell… Connecting consumers to HVAC Professionals
/// Implemented a Salesforce community allowing
contractors to access thermostat data to proactively
follow up with customers for service and support.
/// Built the foundation for Honeywell’s universally-connected
smart home.
/// Executed the first release in 90 days, with updated
releases quarterly over the past two years.

39. Live Demo

41. Community Maturity Model
2 – Presence
•Stake your claim
•Direct partner and
customer
engagement
•Create feedback
loops
1 – Planning
•Listen & Learn
•Develop business
case
•Internal cultural
alignment
3 – Engagement
•Dialog Deepens
•Internal Users Engage
(Sales, Support,
Product Development,
Marketing)
•Profile / Identity
aggregation
4 – Formalized
•Organized at scale
•Global coordination
•Governance
•Optimized at scale
5 – Strategic
•Across enterprise
•Employee, partner
and customer
•Consolidation of
sites and channels
Limited Functionality Extensive
Low Business Impact High
6 – Converged
•Community embedded
into products, services
and processes
The Collaborative Economy
• Company as a Service
• Motivate a Marketplace
• Resell
• Co-Op
• Share
• Provide a Platform
• Co-Ideate
• Co-Build
• Co-Market
• Co-Sell

43. Driving Communities ROI
Increase sales:
• Engaged customers in communities spend 19% more (University of Michigan 2013)
• 55% of consumers would pay more for a better customer experience
• GE found engagement online resulted in a 15% increase in sales
Decrease costs:
• 10% case deflection providing $2.5M in savings
• Support can handle 3.8 issues simultaneously online vs. 1.2 over the phone.
• 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user
interfaces, and multiple applications
Build brand advocates (get closer to your customer/partner):
• 78% of community users 'research a problem' as part of their buying lifecycle
• 24x more conversations happen in a community than on social channels
• 11% share to other social networks via community (Facebook, Twitter, etc)

44. Community Revolution
•2.3B social users by 2017
Engage in a
whole new way
Employees
Home
Owners
Contractors
Engage experts
Deliver self-service
All on mobile

45. Reimagine Customer & Partner Engagement
•Create communities of action
Connect
Smarter
Connect
Faster
Connect to
Business
1:1 content Analytics Community
Templates
Moderator Business
Actions
Console
Integration

46. MAGNET 360 MemberEngage SOLUTION

47. MemberConnect: Engagement
Connected
Member
Face-to-face Phone Email Mobile Self-service eCare Social Care Communities
MemberConnect ENGAGEMENT Platform
Personalized
Marketing and
Member Nurturing
Experience
Member Self Service through single Web/Mobile portal
Omni-channel Service Console integrating backend Member
Sales, Service, Wellness & Billing

48. Makana Health - Individual Member Engagement Experience
Does anyone have a
recommendation for
health insurance
providers?
Jane Smith, prospective member, tweets for
more information on health plans.
Social conversations are routed based on
rules in Radian 6.
Jane connects to Makana Community for
more information.
Jane begins her customer journey with
Makana Health.
Makana listens for Active Internet
Mentions via Radian 6.
Makana engages in a social conversation
via Service Cloud Console.

49. DEMO VIDEO

50. Key Takeaways
Salesforce1
(Internal Communities)
HTML5 and Native
Responsive Website
Templates or Visualforce
Mobile SDK
Native Integrations

51. Demo of Responsive
Community Templates
Stephen Hsu

52. Basic Slide Layout

53. Which Option Should Use Cases
You Choose?
Out of the
box
Highly
Customized
B2C
Employee & B2B Use
Cases

54. Which Option Should Use Cases
You Choose?
Out of the
box
Highly
Customized
B2C
Employee & B2B Use
Cases

55. Which Option Should Use Cases
You Choose?
Out of the
box
Highly
Customized
B2C
Employee & B2B Use
Cases

56. Basic Slide Layout

57. Portals to Communities: A History

60. Spectrum of Customization Options
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Email
Salesforce1 mobile app
S1 PLATFORM

61. Spectrum of Customization Options
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK
S1 PLATFORM
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Email
Salesforce1 mobile app

62. Spectrum of Customization Options
S1 PLATFORM
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK ?
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Email
Salesforce1 mobile app

63. Spectrum of Customization Options
COMMUNITY CMS
WYSIWYG
Community templates
Component libraries
Drag-and-drop Interface
Granular branding / theming
Custom Reg / Login pages
Responsive Design
S1 PLATFORM
BASIC
Salesforce Tabs UI
Logo
Header & Footer
Background colors
Basic branding / theming
Email
Salesforce1 mobile app
ADVANCED
Visualforce pages
Apex code
SOAP API
Chatter API
Mobile SDK