Deploy and empower your end users Engage with your users and take action to achieve your goals BY "Your Getting Started with Salesforce Community Team"

1. 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

2. 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?

3. Forward-Looking Statements
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 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.

4. 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

5. Poll
How many employees will be using Salesforce at your company?

6. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Select the best way to train your users

7. 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”

8. 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

9. 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

10. 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

11. 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:

12. 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

13. Audience (SAMPLE)
Training Scenarios (SAMPLE)
Training Path (SAMPLE)
Worksheet: Plan training
Getting Started Workbook
Audience (SAMPLE) Training Scenarios (SAMPLE) Training Path (SAMPLE)

14. 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

15. 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

16. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Support, engage, and motivate your users

17. 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

18. 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

19. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Track and measure success

20. 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

21. 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

22. 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!

23. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Track achievement of business outcomes

24. 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

25. 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

26. 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

27. 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?

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

29. Getting Started Series
On Demand Videos
www.salesforce.com/gettingstarted

30. Demonstration
• Chatterize your rollout
• Use standard reports to track key
metrics
• Download prebuilt dashboards
from the AppExchange

31. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Resources for your success

32. 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

33. 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

34. 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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35. 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)

36. (feel free to post questions directly on our Chatter page)
Q&A

37. EVERYTHING YOU NEED TO GET UP AND RUNNING WITH SALESFORCE
Getting Started
Thank you