World of Success from Anywhere

SALESFORCE CUSTOMER SUCCESS Welcome to the World of Success from Anywhere Your guide to Salesforce Customer Success.

Introduction Who we are When you buy Salesforce, you’re not just buying our products. Our Customer Success team stands behind you, delivering the expertise, guidance, and resources you need to get value from Salesforce. Our platform and industry experts are committed and accountable to your success. We’re here to show you how to get from vision to value. Why work We’ve learned what great looks like from working with the world’s most innovative companies, and we take those best practices with us forward to help every customer succeed. When we say you get access to our best practices, we mean all of it: people, process, and technology. Technology alone doesn’t deliver success; it’s equally important to bring the people on your teams together – aligned to a shared vision, with shared operating and governance models. How we work From free, easy-to-use resources to services engagements (and a together whole lot in between), Salesforce Customer Success has a range of options to suit all customers’ needs. We call it our Success Ecosystem: Trailhead, global support, customer Success experts, hands-on architects, partners, and more. At every stage in your journey – from implementing and driving adoption, to troubleshooting system solutions, to continuous optimization and innovation – we’re there to guide you. 2 SALESFORCE CUSTOMER SUCCESS

Introduction Our Values We believe values create value. At Salesforce, our core values guide everything we do. We also believe that aligning to shared values is the strongest way to start a successful partnership. Our Success Ecosystem relies on our core values to drive successful outcomes with our customers: • Trust. Your success is our success. We are committed and accountable to your success, so you can trust us to help you achieve your goals. • Customer success. Everything we do, and every expert in our ecosystem, is dedicated to helping you achieve success, every day. • Innovation. Salesforce powers the world’s most innovative companies, and we share the insights and best practices from those cutting-edge implementations across our ecosystem. • Equality. Every customer benefits from our ecosystem’s accumulated knowledge and expertise — and we’ll guide you to the right always-on resources, so every customer has the tools to see value with Salesforce. 3 SALESFORCE CUSTOMER SUCCESS

Introduction Your Success Options Create your own path to success. Whether you’re just getting started with Salesforce, or you’ve been a customer for years, we’re there for you. Our Success Ecosystem lets your teams mix and match which resources, guidance, and expertise are the best fit for your needs. From admins to architects to business leaders, there’s a path for everyone. Do it Myself From help getting started to pre-built solution architectures, every Salesforce customer can tap into our always-on, self-guided resources: In-app journeys, Help Portal, Trailhead, and the Trailblazer Community. Show me How Looking for direct access to expert coaching, tools to train up your teams, or 24x7 issue resolution? Leverage the Premier Success Plan and Trailhead Academy. Do it with Me For large organizations or complex implementations, we embed expertise into your teams with Professional Services and integrate with our partners to go further, together. And with our Signature Success Plan, we’ll work with you to drive long-term success. 4 SALESFORCE CUSTOMER SUCCESS

Do it Myself Discover self-guided, THE SALESFORCE USE CASE always-on resources. Our reimagined customer At times, you just want to figure out things yourself. And you can do that experience, powered by the with Salesforce – using our vast library of self-guided, easy-to-follow Slack-First Customer 360. resources. At Salesforce, we are customer zero for our own technology. In fact, our We have thousands of knowledge articles, videos, learning modules, and support experience is powered by it. The new customer service and agent other tools to help you and your team get started, skill up, solve issues experience is built on the Customer 360, powered by Service Cloud and quickly, and achieve business success. And best of all, they’re already Experience Cloud — and enhanced by our suite of Salesforce products like included for every Salesforce customer. Slack, Tableau, MuleSoft, and Einstein. In the last year we underwent our most impressive Service transformation to date. Our agents have seen a 40% decrease in case time transfers, 50% faster page loads, and more than 20,000 collective hours saved annually. Our customers have seen 97% SLA accuracy. After moving to a case swarming model with Slack, time to resolution decreased by 26%. And we even achieved our highest annual customer satisfaction score ever. Read more 5 SALESFORCE CUSTOMER SUCCESS

Do it Myself Standard Success Plan Success from anywhere, for every customer. Every Salesforce customer has access to always-on resources that let them create their own path to success. Let’s be honest — sometimes it’s easier (and more fun) to figure it out for yourself. With the Standard Success Plan, you have access to the following resources, 24 hours a day. • Help Portal. Not sure where to get started? Head to our Help Portal, where 45 million Salesforce customers get started with our products, get technical support, and expand their knowledge. You’ll find walkthroughs, knowledge articles, and more. • Salesforce Support YouTube channel. If you’re more of a visual learner, we have hundreds of how-to videos on our Support YouTube channel. • In-App Learning Paths. Learn relevant skills in context as you work — when you need it most, and without leaving the platform. • Recommendation Maps. Customers can check out our step-by-step guides of curated resources to help them go from beginner to advanced Salesforce user. Check Out the Help Portal Explore our Support YouTube Channel 6 SALESFORCE CUSTOMER SUCCESS

Do it Myself Trailhead Empower your teams to skill up and connect from anywhere As a Salesforce customer, you and your team have access to Trailhead, our free online learning platform, and the Trailblazer Community, a global network of millions of people who help each other along the journey of learning and succeeding with Salesforce. And with Trailhead GO, our mobile app, you can expand your skillset, grow your career, and connect with Trailblazers anytime, anywhere. Trailhead Trailhead’s bite-size, gamified modules offer a fresh approach to learning that enables you and your team to skill up quickly and help your company drive success from anywhere. • More than 1,000 modules and hands-on projects that spana a a a Salesforce, business, digital, and soft skills for every level. • Globally recognized credentials that demonstrate your expertise a a a a and help you excel in your role. • Grow your employees’ careers and retain top talent. Trailblazer Community As you and your team build up expertise at your organization, you can connect with the global, vibrant community of Trailblazers from anywhere. 80% of Trailblazers say community engagement has helped them deliver success at their company. And with over 1000+ Community Groups, there are endless opportunities to share knowledge, gain best practices, and learn from experts. Join the Community 7 SALESFORCE CUSTOMER SUCCESS

Do it Myself Trailhead CUSTOMER STORY Manulife drives learning and adoption with Trailhead. Motivating your teams to embrace and learn new technology isn’t always easy. However, Manulife – an international financial services provider known as John Hancock in the United States – welcomed the opportunity to drive adoption when upgrading a legacy, on-premise call center. Manulife implemented the Salesforce Platform to modernize its customer interactions on their journey to becoming a digital, customer-centric leader in their industry. To realize this ambition and unlock the full potential of Salesforce, Manulife focused on driving adoption and building up internal platform competencies. With Trailhead as the foundation, Manulife designed a custom six-month contest incentivizing employees to learn new skills by earning Trailhead badges and Salesforce certifications. Manulife’s employees quickly took to the challenge, finding it easy to access the right content for their skills and to showcase their learning progress. And the impact was immediate — a 250% increase in certifications and badges earned by employees, and expanded adoption of the platform. “Manulife’s journey to become a digital leader includes building our own team of Salesforce experts.” -Jonathan Cipryk, Assistant Vice President of Salesforce and Operations Engineering, Manulife 8 SALESFORCE CUSTOMER SUCCESS

Show me How Learn how to put best practices into practice. With direct access to expert coaching, the tools to train up your teams, all-hours support, and more, our Show Me How options let you learn from our Customer Success experts and immediately put best practices into practice, with confidence. Show me How Premier Success Plan Leverage targeted success guidance and support. Whether you’re new to Salesforce or looking to get more out of your investment, upgrading to our Premier Success Plan can help you achieve your goals faster. Premier provides support when and where you need it, helps Deploy new capabilities and innovations with confidence drive your team’s adoption, and boosts productivity across your business. One-on-one working sessions. Our success experts can help you with specialized technical guidance and insights tailored to your business goals Realize value from day one Expert coaching. We offer more than 250 outcome-driven engagements Boost productivity and keep your vision on track that cover the wide range of Salesforce products. With our Customer Success Fast, 24/7 support. Premier customers have direct access to our global around- expertise, you can get started quickly and leverage expert guidance for the-clock support teams to resolve issues and mitigate disruption. To top that, onboarding, adoption, governance, automation, and more. These specialized we guarantee one-hour initial response for business-stopping issues. We also engagements come in the form of videos, webinars, and individual sessions. offer specialized support for developers to analyze and troubleshoot code. 9 SALESFORCE CUSTOMER SUCCESS

Show me How CUSTOMER STORY Glassdoor creates connected experiences with Premier Success. Global jobs site Glassdoor helps thousands of employers across all industries and sizes recruit quality candidates at scale, with a paid subscription model that includes branding, services, and analytics. Glassdoor had previously set up the Salesforce platform to manage and support employers. However, it wanted to take this further by providing customers with truly connected omni-channel experiences. One of Glassdoor’s key initiatives was to implement Salesforce Chat to reduce wait times and increase customer satisfaction. Using Expert Coaching Sessions included with the Premier Success Plan, Glassdoor was able to accelerate its Salesforce Chat launch, so subscribers could receive instant help from agents. With 24/7 support from the Salesforce Customer Success Group, they are able to remove roadblocks and resolve issues quickly – keeping customers happy, and ultimately reducing the average customer’s wait time for chat to just 13 seconds. “Taking advantage of the expert coaching sessions as part of our Success Plan with Salesforce is really a no-brainer. It saves us money and time.” Allyndreth Devlin, Salesforce Senior Business Analyst, Glassdoor 10 SALESFORCE CUSTOMER SUCCESS

Show me How Trailhead Academy Accelerate learning across your organization with access to Salesforce experts. With Trailhead Academy, you can empower your teams to build expertise from anywhere. We offer in-person and virtual learning experiences around the world, and custom learning and enablement solutions aligned to your business goals. And with our Success Plans, your team has access to discounts of up to 35% off public classes, virtual bootcamps, and bulk certification vouchers. Skill up your teams with direct access to Salesforce experts Skill up from anywhere and improve the way your business uses Salesforce. Your team will learn how to apply best practices on a wide range of topics from Salesforce-certified instructors. Accelerate adoption and engagement Scale learning, increase productivity, and accelerate adoption with learning tailored to your specific business processes, needs, and goals. Grow and validate skills Build in-house expertise and provide career growth opportunities with role-based credentials that empower your organization’s employees to become experts. 11 SALESFORCE CUSTOMER SUCCESS

Do it with Me Go from vision to value with our Salesforce experts. For teams looking to partner hand-in-hand with Salesforce on their transformation, we embed experts in your organization. Whether you’re looking to bring together multiple departments and stakeholders, are about to start a digital transformation, or need guidance and support to optimize the platform, our teams of experts provide consultative guidance and a hands-on partnership. Do it with Me Professional Services Plan Implement and innovate, faster. Comprised of the world’s leading Salesforce experts with unrivaled technical, business, and industry expertise, Salesforce Professional Services operates as an extension of your team delivering time to value – fast. Engage with Professional Services, together with your consulting partner to build and align your team around a vision for digital transformation, and deliver on even the most ambitious implementations. Faster go-lives. We bring Salesforce to life the right way – and fast. We launch with the right foundation that maximizes the platform and limits customization using our experience with 150k+ customers. Faster outcomes. We are committed to end-to-end accountability for you getting to your goals with Salesforce. We deliver to your definition of success, starting with your desired outcomes in mind, and working relentlessly toward those goals. Faster innovation. We work as one team with your success manager, account team, and with engineering, product, and R&D to give you a direct line to upcoming feature releases and the product roadmap. We also ensure you have the tools to continue to innovate. And after our engagement is over, your team can self-sustain thanks to an established foundation of technology and knowledge. 12 SALESFORCE CUSTOMER SUCCESS

Do it with Me Signature Success Plan Maximize platform CUSTOMER STORY performance. PwC transforms its global business through digital adoption. With our Signature Success Plan, we’ll provide you with proactive, personalized expertise to improve performance and drive sustainable PwC’s multinational network of firms work to solve a wide range of client success. needs. Historically, this regional network has operated independently from one another on siloed systems, making collaboration across regions difficult. Technical Account Manager. As a Signature Success customer, you’ll have Because the PwC account teams lacked visibility into customer interactions your own champion within Salesforce — a Technical Account Manager outside their territories, client experiences were fragmented. (TAM) assigned to your business to help you achieve your goals. With Driven by these challenges, PwC and Salesforce Professional Services technology solutions and deep knowledge of Salesforce products, your partnered together to deploy a global consolidated Salesforce Platform. TAM will develop an action plan to drive your vision, get to know your PwC Consulting, with embedded Salesforce experts, aligned the company’s business inside out, and lead efforts to resolve complex issues. global leaders to a vision: creating a single, universal platform to enable Proactive monitoring and technical health reviews. Our support the entire firm to sell smarter, resolve cases faster, and personalize every engineers use our technology to monitor your Salesforce solution around client experience. the clock, and send early alerts and tailored configuration and tuning Just as importantly, the teams also co-created a plan for adoption and guidance to the right person in your organization, at the right time. They aligned on success metrics. That plan paid off. PwC now has the world’s will also conduct an annual technical review of your solution and work largest single-instance Salesforce implementation and provides a 360-degree with your TAMs to provide a detailed plan to improve performance and view of the customer to 250,000+ employees across 155 countries. scalability. Personalized planning and exclusive insights. With Signature, you’ll “When things got hard and territories pushed back, we teamed receive exclusive insights into emerging technologies and trends. We’ll help closely with Professional Services to help us get over the hurdles, build you with personalized roadmaps and deployment planning, so you can confidence, and bring customer success.” accelerate your innovation initiatives with Salesforce’s latest capabilities. Stephanie Gallacher, Global Transformation Leader, PwC And with Signature’s 15-minute initial response guarantee, we prioritize your success. 13 SALESFORCE CUSTOMER SUCCESS

Do it with Me CUSTOMER STORY Autodesk proactively protects against business disruption. After technical debt and legacy systems caused customer-impacting issues and slowdowns, Autodesk put a plan in place to mitigate risk and maintain reliability. The software leader partnered with the Customer Success Group to keep business running smoothly – and keep their customers happy. With 24/7 proactive monitoring services, a feature of Signature Success, Autodesk ensures stability of their sales, support, and marketing applications. An early warning system and rapid reviews from Salesforce technical engineers monitor their business processes in real time, quickly detecting and fixing issues. Autodesk’s support teams have seen huge improvements to system stability, including 80% fewer timeout errors and 72% fewer business- stopping cases. They also accelerated the delivery of self-service and automation capabilities, creating a frictionless experience for customers. “Proactive monitoring finds issues before they impact the customer — and that’s the main goal.” Ram Eragamreddy, Director of Engineering, Autodesk 14 SALESFORCE CUSTOMER SUCCESS

Do it with Me Salesforce Partners Do it with Me Enablement Services Realize value, together Empower your teams with with our Partners. custom learning solutions. Over 70% of Salesforce implementations are done by our partners, but our We know that one size does not fit all when it comes to Salesforce most ambitious customers use Salesforce Professional Services together enablement in your organization. That’s why we offer custom learning and with one or more partners. This enables customers to tap into our partners’ enablement solutions tailored to your business needs and goals. trusted pre-built apps and credentialed industry expertise, combined with the Professional Services team’s deep knowledge of Salesforce technologies Custom end-user training and best practices. Empower and educate your teams with role-based learning tailored to your specific business processes, needs, and goals. We work even better together, because we ensure mutual accountability for your goals. You can build your own Salesforce team or work with a Salesforce myTrailhead Content Services partner, or both, while: Discover how to plan, create, publish, and measure the performance of your myTrailhead learning content. • Tapping into the vast resources available in our Standard, Premier, or Signature Success Plans • Being supported by some Professional Service experts to help accelerate your time to value • Working in a joint-ownership arrangement with Professional Services and a partner or your own team • Partnering with a Professional Services team in the initial program, who will then hand off ownership to a partner or your own team Find the Right Partner for You 15 SALESFORCE CUSTOMER SUCCESS

Next Steps Additional Resources Take the next steps on your path to success. Questions? Give us a call. Contact your account executive or call 1-844-275-4239 to Salesforce Customer Success can help you unleash the power find out how Salesforce Customer Success can help. of Salesforce to reach your top IT, sales, service, and marketing goals. Your path to success starts today. Find us online. Learn more about working with Salesforce Customer Do It Myself Success at salesforce.com/CSG Help Portal Trailhead Trailblazer Community See more success stories. Customer Success Events Explore stories from the Trailblazers who are Salesforce Support on YouTube succeeding with Salesforce: Watch our Support Best Practices event https://www.salesforce.com/customer-success-stories Show Me How Learn about Premier Success Plan Expert Coaching Sessions Catalog Trailhead Academy Do It With Me Learn about Signature Success Plan Learn about Professional Services Salesforce Partners AppExchange 16 SALESFORCE CUSTOMER SUCCESS

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