A G S010 Taylor 091907

Improving Your Outlook: Getting Started with Force.com Connect for Microsoft Outlook

Kevin Sherman, Sr. Customer Success Manager

Patrick Taylor, Customer Success Manager

Track: Admin I: Getting Started

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

http://www.salesforce.com/investor

http://www.salesforce.com/investor

Outlook Edition Basics

Outlook Edition is a plug-in for Microsoft® Outlook®

that allows you to conveniently interact with

Salesforce from your Outlook interface. Synchronize your Contacts

Synchronize your Calendar events and Tasks in both

systems

Quickly add Emails to Salesforce as Tasks or Cases

Use the Salesforce Address Book to email Contacts and

Leads

Consider Outlook Edition When…

Your users need a productivity boost! Keep data in sync no matter which app you’re working in

Eliminate double entry

Share information across the enterprise

Create a consolidated list of the Company’s contacts

Increase user adoption

But Not When…

You’re looking for an initial data load!

Creates duplicates

Poor quality data

Basic Architecture

Outlook Edition is a standard Outlook plug-in

Installs on the user’s laptop/desktop

Talks to Outlook client using the Outlook Object Model

Does not talk to Exchange

Talks to Salesforce using the AppExchange API

Outlook Exchange

SalesforceOutlook

Edition

Add Email to Salesforce

Use Email to quickly

create Tasks and

Cases in Salesforce

Email

Attachments can

also be added

Synchronize Contacts

Contacts in Outlook can be

marked for sync with

Salesforce

Setup options make it possible

to control how the latest

changes to Contact info in

each system affects the other

system.

Import from Salesforce

Export to Salesforce

Two way Synchronize

Synchronize Calendar Events

Events in the Outlook Calendar

can be marked for sync with

Salesforce

Setup options make it possible to

control how the latest changes in


system.



Two way Synchronize

Synchronize Tasks

Outlook Tasks can be marked for

sync with Salesforce

Setup options make it possible to

control how the latest changes in


system.



Two way Synchronize

Salesforce Address Book

Use the Salesforce

Address Book to

quickly find Contacts

and Leads, then add

them as email

recipients.

Configuration Options

The Salesforce Options

make it easy to control

the behavior of the

Outlook Edition.

Administration

The Salesforce Options

can be preset with initial

deployment and locked

down by system

administrators.

All Salesforce client

applications respect the

data visibility settings and

sharing rules as defined in

Salesforce.

Where do I get Outlook Edition 3, and what are the system requirements?

Install the latest Outlook Edition (version 3) from

Setup/Personal Setup/Desktop Integration/Outlook

Edition

System Requirements:

Operating System: Microsoft Windows 2000, XP

Professional SP1, XP Professional SP2, or Vista

Microsoft Outlook XP (2002), 2003, or 2007• Not compatible with Outlook 2000 or Word 2000.

What about Lotus Notes?

Feature parity with the

Outlook Edition 3.2 release

Requires IBM Lotus Notes

6.0, 6.5, or 7.0 with default

mail template fields

Best Practice for Synchronizing Contacts

Salesforce should be the data master

Create and update Contacts in Salesforce and synch

from Salesforce to Outlook

Know your contact data in Salesforce and determine

your approach Are most of your Contacts old, new or a mix

If most of my Contacts are old…

If the majority of your Contacts in Salesforce are old

or may have outdated information: Create a new folder under your Contact folder in Outlook

Synchronize Contacts from Salesforce to the new folder in

Outlook

Why? By synchronizing Contacts from Salesforce into a new

Outlook folder, old Outlook Contact data can be

maintained separately.

Contacts in the new Outlook folder can be maintained and

synchronized bi-directionally which helps keep data clean.

If most of my Contacts are new… If the majority of your contacts in Salesforce are new:

Create a new Contacts folder in Outlook

Synchronize Contacts from Salesforce into Outlook

From your new and old Outlook Contacts folder, consolidate

your contacts to have the latest Contact information

Synchronize bi-directionally

Why? You now can maintain one list of new contacts in both Outlook

and Salesforce

Helps keep Contact data consolidated and clean

Helps reduce duplicate Contact records in both systems

I have a mix of old and new contacts…

If you have a mix of old and new Contacts in

Salesforce, the best approach is to leave all the

Contacts in the existing Outlook folder. When synchronizing Contacts, you will be prompted to

resolve any conflicts through the Conflict Resolution screen.

This process, however, may be time consuming.

Why? Conflict resolution will match any existing Contacts in

Salesforce and Outlook and provide you options to select

the most updated data.

Best Practices for Events

You can use the Outlook

‘Automatic Formatting’

feature to get a quick

visual overview of which

records are Marked.

Set a rule that turns

any marked event Blue

Best Practices for Tasks

Tasks and events in Outlook that are synched do not have an Event/Task type passed to Salesforce. This will affect reporting activity analysis.

Example: Reporting for Joe Smith may have 10 Event tasks with Type = blank, while others have “Onsite Visit, Conference Call, Left Message, etc.”

Task type information from Salesforce going into Outlook, however,

does work.

Best practice for both scenarios above is to use Salesforce to associate the event/task to the proper name, and use Outlook to view the data.

Outlook Edition Behavior – General Tips

Your first synch may take a few minutes!

During a search for a contact, the default search only

displays the first 50 Account names.

If you do a full search where an Account name is

manually entered, this may take longer since it’s

looking for all the account names that match.

Synchronizing over the VPN is known to be slower.

When Outlook Edition is installed, Outlook may be

slower during start up.

Jennifer RakieyCRM Analyst / Inbound Marketing Specialist

Charlie McKinneyDirector of Sales Support

Scott FielderCRM Market and Operations Manager

Kevin Sherman & Patrick Taylor

Customer Success Managers

Salesforce.com

Moderated By:

Panel Discussion

Applause Please!!!

Jennifer Rakiey Charlie McKinney Scott Fielder

145 EE Users

135 Outlook Edition Users

489 EE Users


539 EE Users

254 Lotus Edition Users

[email protected] [email protected] [email protected]

How did you distribute this feature to your users? Push, pull or something in between? If you pushed

it, did you preset any configurations?


145 EE Users


489 EE Users


539 EE Users



What did you sync and what did you decide not to sync?


145 EE Users


489 EE Users


539 EE Users



How did you train your end users? What type of documentation did you deliver to

support this rollout?


145 EE Users


489 EE Users


539 EE Users



Any advice on avoiding duplicate contacts or on how to keep your data clean?

Jennifer RakieyCRM Analyst / Inbound Marketing Specialist

Charlie McKinneyDirector of Sales Support

Scott FielderCRM Market and Operations Manager

Kevin Sherman & Patrick Taylor

Customer Success Managers

Salesforce.com

Moderated By:

Panel Q & A

MoreApplause Please!!!

Resources

Help & Training in Salesforce

Print out all of the Cheetsheats!

Integrating with Outlook tip sheet

Advanced Outlook Edition Administration tip sheet

Outlook Edition 3 Fundamentals – Breeze Traininghttp://salesforce.breezecentral.com/outlookintro

Check out www.successforce.com http://blogs.salesforce.com/features/2007/02/apex_connect_ou.html

http://blogs.salesforce.com/features/2006/12/connect_lotus_n.html

http://salesforce.breezecentral.com/outlookintro

http://www.successforce.com/

http://blogs.salesforce.com/features/2007/02/apex_connect_ou.html

http://blogs.salesforce.com/features/2006/12/connect_lotus_n.html

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Improving Your Outlook: Getting Started with Outlook Edition

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Track: Admin I: Getting Started

A G S010 Taylor 091907

Economy & Finance

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