Email Integration & Sync Critical Product Updates

What you need to know to prepare for the upcoming changes.

October 2020

Forward-Looking Statements"Safe harbor" statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements about the company's financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, diluted earningsper share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals and expected capital allocation, including mergers and acquisitions, capital expenditures and other investments. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company’s results could differ materially from the results expressed or implied by the forward-looking statements it makes.

The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of geopolitical events, natural disasters and actual or threatened public health emergencies, such as the ongoing Coronavirus pandemic; the impact of foreign currency exchange rate and interest rate fluctuations on our results; our business strategy and our plan to build our business, including our strategy to be the leading provider of enterprise cloud computing applications and platforms; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; the competitive nature of the market in which we participate; our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our service performance and security, including the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate potential security breaches; the expenses associated with our data centers and third-party infrastructure providers; additional data center capacity; real estate and office facilities space; our operating results and cash flows; new services and product features, including any efforts to expand our services beyond the CRM market; our strategy of acquiring or making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to realize the benefits from strategic partnerships, joint ventures and investments; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within our strategic investment portfolio; our ability to execute our business plans; our ability to successfully integrate acquired businesses and technologies; our ability to continue to grow unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights; our ability to develop our brands; our reliance on third-party hardware, software and platform providers; our dependency on the development and maintenance of the infrastructure of the Internet; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual property, including the tax rate, the timing of the transfer and the value of such transferred intellectual property; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility and loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate change.

Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes 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 the company’s website at.

Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Third party trademarks are the property of their owners.

First, Some Logistics

How do you ask a question?Please ask in the Outlook/Teams, Gmail & Inbox Trailblazer Community and use the hashtag #SFEmailSync - Check the chat widget for link!

Will this be recorded?Yes! The recording will be shared in 1-2 days

Where can you get the presentation?By email after the session and on the Trailblazer Community.

Where can you go to get more information?Outlook/Teams, Gmail & Inbox Community

Meet the Presenters

San Francisco, CA

Product Management

Namita Sehgal

Cristina Moscoso

Makenzie Pavan

Indianapolis, IN

Customer Success

Atlanta, GA

Sr. Customer Adoption Analyst

Agenda

01 Session Introduction and OverviewWhat you can expect

02 Email Integration & Sync - Everything You Need to KnowEmail Integration & Sync major announcementsWhat’s next for you?Next generation products overview/demoAddressing your questions

03 Must Have ResourcesStay in the know

04 Q&ADon’t be shy!

Let’s understand how it began!

Email and Calendar Integration & Sync Introduction

You want to capture meetings, emails, & contactsStoring conversations in Salesforce is key to delivering SSOT and building innovation

Automated Entries

Capture Information

Managed Sales/Service

Cycles

Active Listening On All

Channels, Activities, Etc.

Timely, Relevant

Insights & Next Steps

CRM

Salesforce has many integration options todayEAC & Outlook Integration work together to provide capture and a UI experience

Salesforce for Outlook Lightning Sync Einstein Activity Capture

Installed softwareUI plugin + sync engine

Cloud-based sync engine, decoupled from plug-in

Performant, scalable capture engine, data on AWS

Customizable UI plugin, leverages App Builder

Manually log and/or sync events & contacts Sync events & contacts Auto capture emails,

events & contactsManually log & update emails,

events & contacts

Phased retirement: June 2021-2023

No NEW Orgs: Oct 2020 May require paid add-on* None (Recently improved and consolidated)

Outlook/Gmail Integration&

What is it?

What does it enable?

Recommended solutions

Caveats

Retiring solutions

* 100 EAC Standard licenses included with Base Sales Cloud license. Additional users require Inbox, Sales Cloud Einstein, or High Velocity Sales license.

Salesforce For OutlookRetire Side Panel (+) Add Button: June 2021Full Product Retirement: June 2023

Lightning SyncNo new orgs: Oct 2020Retirement: ~ 2023

Outlook/Gmail Integration with InboxEssentialsInbox High Velocity SalesSales Cloud Einstein

Einstein Activity Capture* Inbox Sales Cloud EinsteinHigh Velocity Sales

EmailIntegration

Sync

Outlook/Gmail Integration[formerly called Lightning for Outlook/Gmail]

Our Current Email Integration and Sync Landscape

* 100 EAC Standard licenses included with Base Sales Cloud license. Additional users require licenses for Inbox, Sales Cloud Einstein, or High Velocity Sales.

Poll:

What integration tools are you currently using in your organization?

Email and Calendar Integration & Sync Announcements

What’s happening?

Salesforce for Outlook Retirement - Recent developments

A turbulent year is making it difficult for you to migrate quickly

We all have a lot going on these days! Many of you expressed difficulty meeting the original retirement timeline.

To show that we understand, we’re introducing an updated schedule with a phased approach.

●Side panel new record button (+) no longer available June 2021●Overall product retirement June 2023

What Salesforce for Outlook customers need to know

The change:June 2021 - Support for the (+) new record button (action menu) from SFO side panel will NOT be available after June 2021.

Customer impact:All Existing CustomersAfter June 2021, users won’t be able to access the (+) new record button to create Salesforce records from Outlook.

Recommended Alternates1) Users can create records directly from Salesforce2) Admins may migrate users to the Outlook

Integration (for side panel experience) and, Einstein Activity Capture (for automatic sync functionality)

June 2021

What Salesforce for Outlook customers need to know

The change:June 2023 - Full product retirement (rescheduled from December 2020).

Customer impact:All Existing CustomersIn June 2023, Salesforce for Outlook will no longer be available.

After Retirement...

● Users no longer have access to Salesforce for Outlook features and admins no longer have access to Outlook configurations.

● There is no impact to a customer’s Salesforce data as a result of the retirement.

MigrationCustomers should use this additional time to continue evaluating their email integration and sync needs and plan to migrate to replacement products.

June 2023

Salesforce for Outlook Customer Communications

October 2020

Knowledge Article Update Published - 10/06 - Targeted email to Gov

Cloud customers- Emailed newsletter to

all customers

Scheduled - 10/20Updated Release Notes Published - 10/8

Knowledge Article

Release Notes

Emails to Admins

Updated Retirement postPublished - 10/8

Trailblazer Comm

The change:We’ve extended Internet Explorer 11 support for Outlook Integration until NEXT December 31, 2021

Customer impact:● Outlook Integration will continue supporting the clients we support today e.g. Outlook 2013,

2016, 2019, Microsoft/Office 365, Mac, etc after December 2020. See system requirements

● Customers NOT using Office version 16.0.11629 (i.e. Office 365 or 2019 one-time-purchase RETAIL only) running Windows 10 version 1903 (e.g. Outlook 2016 and 2013) should make plans to upgrade to the latest version of Outlook & Windows to ensure support after NEXT December 2021

● Note that Internet Explorer 11 support only applies to Outlook Integration. It doesn’t apply to Salesforce for Outlook (legacy extension) or Lightning Experience (e.g. when clicking on "view in Lighting Experience" popouts from Outlook Integration)

What Outlook Integration Customers Need to Know NEW!

What Lightning Sync Customers Need to Know

The change:Not available for new customers - effective with Winter ’21 releaseProduct retirement - effective by end of FY23 [Safe Harbor]

Customer impact:Existing Customers● Can continue using Lightning Sync until it’s retired in 2023.● Some final performance improvements were rolled out with the Winter ’21 release. ● [After Winter ’21] Shift to maintenance mode: No features or enhancements will be

released. New Customers

Starting in Winter ’21, customers who purchase Salesforce can’t access Lightning Sync setup pages.

Migration to Einstein Activity Capture● Will be required of existing customers by the end of 2023. [Safe Harbor] ● No-cost, seamless migration experience for admins to help the move.

What Lightning Sync Customers on O365 Need to Know

The change:MSFT announces Basic Auth Retirement for O365

New O365/Exchange Online customers: Oct. 2020Existing O365/Exchange Online customers: Second Half of 2021

Customer impact:New O365/Exchange Online Customers● Will not be able to start using Lightning Sync service account connection method to

connect Salesforce to Exchange OnlineExisting O365/Exchange Online Customers● Contact and event sync ceases for Lightning Sync customers on Office 365 (Exchange

Online) who connect to Salesforce using the service account connection method. Migration paths● Customers can switch to OAuth 2.0 connection method and stay with Lightning Sync.● Customers can migrate to EAC and use ‘OAuth with Service Account’ (launched in

Winter ’21).

EOL email to org administrators when Product team announces

End-of-Life (EOL announcement: FY22,

EOL effective: FY23).

Note: No emails will be sent to org administrators upon EOS

Lightning Sync Customer Communications

May 2020 June 2020

EOS announcement in the Release Notes by May 13,

2020.MSFT RN Announcement

Google RN Announcement

FY ‘22

End-of-Sale announcement on the Trailblazer

Community EOS customer-facing FAQ to be updated in Knowledge Article by

May 14, 2020

May 2020

Release Notes

Knowledge Article

Chatter Post

Customer Emails

Apr/May …... Oct/Nov Dec/Jan Feb/Mar Apr/May Jun/Jul Aug/Sep Oct/Nov Dec/Jan Feb/Mar Apr/May Jun/Jul Oct/Nov …... Jun/Jul ...Oct/Nov

Migrations to EAC will start after Spring’ 21 is live

Einstein Activity Capture EAC to Unlimited

Edition

Lightning Sync and Salesforce for OutlookCritical timelines at a glance

2020 2021 2022

Dreamforce

Winter‘21

Winter‘22

Salesforce for OutlookEOL Effective Side Panel (+) Button

EOL Effective SFO

2023

Lightning Sync

EOL Announce

EOS Announce

EOS Effective

New! Phased EOL Announce

EOL Announce

EOL Effective

Winter‘23

Summer‘21

Summer‘23

Lightning Sync NOT available anymore

SFO NOT available anymore

We have you covered for migration

Be it Lightning Sync or Salesforce for Outlook, with our next generation solutions, your customers will be able to continue to enjoy the latest and greatest instantly.

Lightning Sync Salesforce for Outlook

Einstein Activity Capture

Outlook Integration/Inbox

Einstein Activity Capture

+

Migration Path

Migration Path: Lightning Sync → Einstein Activity Capture

Einstein Activity Capture

Increased productivityAutomatically gets Outlook or Google emails, contacts, and events into Salesforce.

Improve visibilityGet a holistic view of sales activities with actionable metrics. Track the updates via Activity Timeline.

Enhanced collaboration and privacyControl how activities are shared with users & teams

Informed prioritizationEinstein Email Insights and Recommended Connections determine which emails and connections are the most important

Centrally deployed and administeredUsers will no longer have to update individually and admin will have wider control over sync capability

Say goodbye to manually logging activities!

NEW!

-OR-

Lightning Sync vs. Einstein Activity Capture Architecture

* 100 EAC Standard licenses included with Base Sales Cloud license. Additional users require Inbox, Sales Cloud Einstein, or High Velocity Sales license.

Lightning Sync >Events & Contacts

Einstein Activity Capture* > Email, Events, Contacts

Synchronize

Capture Emails

Events & Contacts-OR-

Synchronize Events

& Contacts

Lightning Sync Einstein Activity Capture

Setup

Admin controls which sales reps’ email accounts are accessed?

Yes [On-prem only - User access is scoped using a service account]

Yes [User Authentication and User scoped Org-level OAuth*] *planned for FY21

Hybrid outlook setup ❌ No ❌ No

Connect to Salesforce without exposing email server to internet ❌ No ✅ Yes

Available with Salesforce Classic ✅ Yes ❌ No

Need any additional license to use this product ❌ No ⚠ Yes, if you want to set up more than 100

users on the product. Learn more.

Sync

Sync speed Few hours to a couple of daysUpdates to Salesforce: Under 15 mins (FY21 target)Updates to Exchange/Google: Up to a day

Assign users to sync configurations in bulk (>100 users) ✅ Yes (via profiles) ✅ Yes (via APIs)

Capture email interaction with leads/opportunity/contacts in Salesforce

❌ No ✅ Yes

Flexibility to choose any sync direction ✅ Yes ✅ Yes

For a complete list, see Compare Einstein Activity Capture and Lightning Sync.

Compare Einstein Activity Capture and Lightning SyncRecommended

FY22 Plan: Evolve EAC to be the capture and sync solution

Enable seamless customer migration from LS to EACHelp admins to seamlessly and quickly migrate. Limit change management required.

Lift license restrictions & scale critical back-end servicesBring EAC to broader licenses. Scale underlying services. .

Enterprise functionality and feature parity for EACEnable enterprise rollout with org-level authentication, profile support

Improve speed of X→S direction for EACQuickly reflect Exchange & deliver meaningful insights

Rollout LS Perf OptimizationsDeploy performance changes to other customers

Oct 2021Winter ’22 Release

Lightning Sync Enhancements

Einstein Activity Capture

Enhancements

Oct 2020Winter ’21 Release

Recently released in Winter ’21Enterprise features for Einstein Activity Capture

To enable enterprise level rollouts, Admins will be able to control setup and manage features on behalf of end-users

○ Selectively enable capture for Emails, Events or Contacts - Flexibility to only sync the objects that you want.

○ Global OAuth 2.0 - Allows secure authentication with Outlook server for O365 customers to enable the features for all users.

○ Service Account over OAuth 2.0 - Allows secure authentication with Outlook server to for O365 customers to enable the feature for selected users (via service account).Note: Recommended solution for O365 customers impacted by MSFT Basic Auth EOL.

Migration Path: Salesforce for Outlook →Inbox/Outlook Integration + Einstein Activity Capture

Outlook and Gmail Integrations

Log Email, Events, & Contacts EasilyLog relevant data with ease and simplify data entry

Augment email with CRM insightsView, edit, and create Salesforce records right from Outlook/Gmail

Customize email to your sales processBuild different side panel layouts as Lightning pages with App Builder, and customize by profile

The Easiest Path to User Adoption and Sales Productivity

Outlook and Gmail Integrations with Inbox

Outlook/Gmail Integration PLUS:

Drive responsiveness with email trackingEmail open and link tracking give visibility into prospects

Schedule meetings fasterAvoid back and forth emails to schedule meetings with Insert Availability

Be productive from anywhereInbox Mobile app integrates emails, calendar and CRM

The Easiest path to User Adoption and Sales Productivity

Inbox License

Required

Inbox License

Required

Einstein Activity Capture

Increased productivityAutomatically gets Outlook or Google emails, contacts, and events into Salesforce.

Improve visibilityGet a holistic view of sales activities with actionable metrics. Track the updates via Activities Timeline.

Enhanced collaboration and privacy:Control how activities are shared with users & teams

Informed prioritizationEinstein Email Insights and Recommended Connections determine which emails and connections are the most important

Centrally deployed and administeredUsers will no longer have to update individually and admin will have wider control over sync capability

Say goodbye to manually logging activities!

NEW!

Salesforce for Outlook Outlook Integration & Einstein Activity Capture

Setup

Email client support Outlook 2010 and up Outlook 2013 and up**It’s complicated. Have customers check the Outlook Integration System Requirements.

Centrally deployed and administered Not available Available

Support for shared inboxes Available Yes (Outlook integration)

Available with Salesforce Classic Available Not available

Sync

Sync custom Salesforce fields Available Not available

Task sync AvailableUsing the Outlook integration, users can create or update Salesforce tasks within Outlook.

Automatically capture emails and sync contacts and events

No automatic email capture Available (Einstein Activity Capture)

Admin-controlled contact filters Elaborate contact filters Only two options (by field or owner)

Side PanelLog emails and events with attachments Available Available (Outlook integration)

Log email against multiple records Available but reports are broken Not Available

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Recommended

SFO vs OI + EAC

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Demo

Must Have ResourcesEverything you need and where to find it!

CUSTOMER Ask-An-Expert

We will answer Inbox, Email Integration, Einstein Activity Capture, and Lightning Sync questions related to:

● Product capabilities● Critical product updates

Customers can register for the Webinar and post their questions in the weekly post in the Sales Cloud - Best Practices community in the Trailblazer Communities.

Tuesdays @ 12 pm Pacific / 1 pm Mountain / 2 pm Central / 3 pm Eastern.

Wednesdays @ 10 am Pacific / 11 am Mountain / 12 pm Central / 1 pm Eastern

Thursdays @ 8 am Pacific / 9 am Mountain / 10 am Central / 11 am Eastern.

What other resources are available?

Salesforce for Outlook Migration Guide

Lightning Sync: Not Available for New Customers in Winter ’21 article

Lightning Sync Users on Microsoft Office 365: Adjust Sync Setup article

Design Your Perfect Salesforce Email Integration

Outlook/Gmail + Inbox Community

Resource 3

Resource 4

etc.

TRAILBLAZER INNOVATION

REGIONAL SUCCESS

PRODUCT SUCCESS

CUSTOMER SUCCESS GROUP

APAC (English)EMEA (English)DeutschEspañolFrançaisPortuguês日本

Join our family (Ohana) of Customer Success groups in the Trailblazer Community!!

Official groups featuring Blaze are the best places for Trailblazers to connect, learn, get inspired and stay up to date on the latest customer success resources – all in your own language and region.

Start Here

Q&A

Common Questions: What are we hearing most often?

Tough Questions

Vivian, Customer

“We have already started our migration off of Salesforce for Outlook with the December 2020 deadline in mind. What should we do now that there has been a product retirement extension?”

“We have already started our migration off of Salesforce for Outlook with the December 2020 deadline in mind. What should we do now that there has been a product retirement extension?”

Tough Questions

“Continue moving forward with your Salesforce for Outlook migration.

Using both the next-generation products and Salesforce for Outlook simultaneously—beyond the migration period—can result in undesirable behavior.”

Vivian, Customer

Ruby, Support

Tough Questions

Sofia, Customer

“When migrating off of Salesforce for Outlook, we are still struggling to understand whether we should move to Lightning Sync or Einstein Activity Capture for sync capabilities?”

“When migrating off of Salesforce for Outlook, we are still struggling to understand whether we should move to Lightning Sync or Einstein Activity Capture for sync capabilities?”

Tough Questions

Sofia, Customer

“Einstein Activity Capture is the next-generation solution for anyone moving off Salesforce for Outlook.”

Klaus, Support

Tough Questions

“We have over 100 users. It is upsetting that we will need to pay for Einstein Activity Capture to sync our contacts and events, which was free with Salesforce for Outlook.”

Derek, Customer

Tough Questions

Derren,Success Manager

Salesforce is working tirelessly to achieve acceptable feature parity between all the syncing solutions(Salesforce for Outlook, Lightning Sync and Einstein Activity Capture). If there is a feature that you think is missing in Einstein Activity Capture, please stay tuned to the release notes. We are exploring the possibility of lifting Einstein Activity Capture license restrictions in some cases. This potential change is part of our mid-term roadmap (2-3 releases out).

Our recommended solution is to use Outlook Integration with Einstein Activity Capture. Lighting Sync will be retiring soon. Plus, to ensure your satisfaction, we do not recommend Lightning Sync due to scaling and performance challenges.

You can consider implementing Outlook Integration only. That product is included with the standard Sales Cloud and Service Cloud licenses at no additional cost. It also offers even more productivity features than Salesforce for Outlook. Likewise, if you're in a highly-regulated industry, you may prefer this option, due to Einstein Activity Capture product architecture.

“

”

Tough Questions

Lilly, Customer

“We are on Lightning Sync, but we hear it is being retired.What actions do we need to take?”

“We are on Lightning Sync, but we hear it is being retired.What actions do we need to take?”

Tough Questions

Lilly, Customer

“A definitive date has not yet been set for the retirement of Lightning Sync, so there is no need to you to move off this product imminently. The important thing to know is that as of Winter ’21, the product will be End-of-Sale, which means that we will no longer be enhancing the product, however, it will continue to work and no action is required until such time as we announce the End-of-Life date.” Helen, Services

Tough Questions

Jesse, Customer

“We are a new customer and have contracted an org after the Winter ’21 release. We know we need synchronization capabilities, what are our options?

“We are a new customer and have contracted an org after the Winter ’21 release. We know we need synchronization capabilities, what are our options?

Tough Questions

Jesse, Customer

“After Winter ’21, Lightning Sync will no longer be available for net new Sales Cloud customers. Therefore, if you have a requirement to sync events and contacts, you will need to consider Einstein Activity Capture.” Kevin, Success Guide

Tough Questions

Vivian, Customer

“I’m a FINSERV customer using Lightning Scheduler and do I get Einstein Activity Capture bundled with it?”

“I’m a FINSERV customer using Lightning Scheduler and do I get Einstein Activity Capture bundled with it?”

Tough Questions

“Lightning Scheduler customers get Einstein Activity Capture Standard license that allows them to onboard 100 users. We recommend purchasing add-on licenses (Inbox, HVS or, Sales Cloud Einstein) if your customer will need to onboard more than 100 users.”

Vivian, Customer

Ruby, Support

Let’s get ready!Webinar Logistics

For today’s webinar….

1. Post your questions to the Cloud: Selling Outlook/Gmail + Inbox Chatter group using #mailbox

2. Be sure to Like your favourite questions!

3. Plenty of time for Q&A so stick around!

Sales Cloud Product

Enablement Webinar