My Company Just Purchased Salesforce. Now What? Jennifer W. Lee Salesforce Business Consultant | Salesforce MVP @jenwlee Jenwlee.wordpress.com

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 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. Talk Track Before I begin, just a quick note that you should base your purchasing decisions on products and services that are currently available. Key Takeaway Salesforce is a publicly traded company. Customer should make buying decisions only on the products commercially available.

Jennifer W. Lee Salesforce Business Consultant, John Hancock Salesforce MVP Blogger: Jenwlee.wordpress.com Co-host of Automation Hour Trailhead Addict – 228 Badges! Presenter: Dreamforce 16, Southeast Dreamin’ 17, User Groups, NYC & Boston World Tours 2016 #AwesomeAdmin Award Recipient Social Media Manager for WiT Diversity (@WiT_Diversity) Twitter: @jenwlee

My Company Just Purchased Salesforce AND…Congratulations! You are now our company’s Salesforce Administrator! Access This Deck: http://bit.ly/BWT2017

Welcome to Salesforce #Ohana!

Tip #1a. Get Training. Hit the Trails IMMEDIATELY! @Trailhead Get your own personal Admin playground: http://bit.ly/Admin-Play Trailhead’s a free online Salesforce training tool: http://trailhead.salesforce.com Learn via trails, specific modules, get hands-on training via projects and test your expert skills by tackling a super badge. Start off with the following: http://bit.ly/AdminTrail http://bit.ly/LEXTrail http://bit.ly/LEXEndUser

Tip #1b. Get Training from Salesforce University Admin Essentials for New Admins in Classic & Lighting (in person) Salesforce Proficiency Pack for Admins Admin Essentials for New Admins in Classic (Online) 30-day self-paced blended learning program ($900) Fast tracks you to Salesforce Certified Administrator (includes cert voucher) Trailhead content, online training, hands-on exercises & expert-led coaching 5-day instructor-led training class ($4500) Covers the “bread & butter” features and functionality that Admins need to know Hands-on exercises, knowledge checks, student org, class discussions and expert-led coaching Online version of our 5-day class (Free with Premier) Covers the “bread & butter” features and functionality that Admins need to know Hands-on exercises, knowledge checks, and student org

Tip #2. You Ain’t Alone. Don’t Be Afraid to Ask for Help. Need help? Help & Training | Submit a Case Check out the Salesforce documentation: http://bit.ly/SalesforceDocs Phone a friend. Reach out to others in the Salesforce ecosystem. Join the following Salesforce Success Communities: ** Success - Getting Started ** ButtonClick Admins * Release Readiness & Feature Adoption * Google’s your friend! Join a local user group to learn from and meet your peers. #Ohana

Tip #3. Be the ‘Bouncer’ of Your Org. Secure Your Org! Security, while not sexy, is extremely important. Always keep least privilege access in mind. Here are things to review to secure your org: Security model via Org Wide Defaults (OWD) & Sharing Rules Profiles & Permission Sets Field Level Security (FLS) Role Hierarchy User Authentication, 2-Factor Authentication, Restrict Login IPs Data encryption Reference: Salesforce Data Security Model — Explained Visually

Tip #4. Understand and Document Your Business Processes Before you configure/build processes in Salesforce, Understand and document the process Listening = Learning Don’t assume Ask clarifying questions Improve the process, where possible Review and get alignment on the process

Tip #5. Automate Business Processes Improve user experience and processes with automation Approval Processes Workflow Rules Process Builder Visual Workflow Salesforce Success Communities: Salesforce Automation Hour Salesforce Process Builder Salesforce Workflow Automation Visual Workflow Discussions

Tip #6. Learn from Your System Integrator: Documentation & KT Ensure in the SOW that there are documentation and KT deliverables Solution documentation Configuration workbook Learn during the project Knowledge transfer sessions = business context and configuration/build out Record KT sessions

Tip #7. Create a Sandbox/Change Management Strategy Do not make changes directly in Production! Determine how to manage enhancements and defect fixes Determine sandbox strategy Basic: 1 sandbox for development/QA and Production Intermediate: 1 sandbox for development, 1 sandbox for QA and Production Complex: 1-x sandboxes for developer, 1 sandbox for system integration, 1 sandbox for QA and Production

Tip #8. Develop a Process for Defects/Work Requests How will users report issues/defects? What is the process for submitting enhancement requests? Who prioritizes the work? One business liaison? By committee? How often will you release changes? Develop a communication plan Keep in mind: Salesforce seasonal releases and new functionality Success Community: * Release Readiness & Feature Adoption * Summer ‘17 Release Notes: http://bit.ly/Summer17RN

Tip #9. Establish Configuration and Coding Standards Institute guiding principles for your org: Clicks before Code Establish Salesforce configuration and development best practices Assign standard naming conventions for configuration and code Provide meaningful info in the description field Resources: https://developer.salesforce.com/page/Apex_Code_ Best_Practices https://developer.salesforce.com/blogs/engineering/ 2015/05/developer-practices-checklist.html

Tip #10. Create a Process for User Management Must be associated to one profile Can be associated to a role Username must be unique across all Salesforce Naming convention: <email address>.<org name>.<sandbox> Identify what additional information you want to collect When the user leaves the company or no longer needs access to Salesforce: Freeze the user (still consumes a license) Make any necessary updates to reports, dashboards, etc. Deactivate the user

MOAR Resources

Additional Resources Salesforce University Salesforce Admins site salesforce.com/training Success Community https://success.salesforce.com Salesforce Admins site https://admin.salesforce.com/

Automation Hour – By the Community, For the Community Co-Hosts: Rakesh Gupta, Jennifer Lee & David Litton Date/Time: every other Friday, 3-4pm ET Signup for our upcoming sessions: http://bit.ly/AutomationHourWebinars Catch our previous recordings: http://bit.ly/AutomationHourVideos Success Community: Salesforce Automation Hour

Questions?