How Salesforce R&D Delivers the CloudHow Salesforce R&D Delivers the Cloud

Steven Tamm, CTO, salesforce.com

@tammforce

Safe harborSafe harbor 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.

Powering the Customer CompanyPowering the Customer Company

Container Apps SDK Apps

ExactTarget Fuel

Cloud Database & Multi-Tenant Infrastructure

app

platform

infrastructure

Platform Services Identity / Notifications / Workflow / Apex / VF / Messaging

Force.com Heroku

API’sSOAP / REST / Streaming / Bulk / Meta data / Tooling / Analytics

Salesforce1 Platform: API-first and service-oriented to help you go faster

Metadata

Data Model

ReportingBusiness Logic

User Interface

Multi-Tenant Application Code BaseMulti-Tenant Application Code Base

FieldsObjectsRelationships

FormsButtons, LinksLayouts

WorkflowApprovalsValidations

Custom Reports

Dashboards

Yo

ur

Cu

stom

ization

s

Ou

rC

od

e

Metadata

The Foundation for the Real-time Architecture

Logic/data PortabilityAny Device

Open

No HardwareNo Software

FastAutomatic UpgradesPay-as-you-go

Easy

DemocraticEconomical

Everyone

The Core of the Social Enterprise: Multi-tenant Cloud Computing

What Salesforce.com does for you?

YOU get to focus on innovation

We doInfrastructure

Services

We doApplication

Services

We doOperations

Services

Customize your CRM

Build your data model

Build your business logic

Build your user interface

Network

Storage

Operating System

Database

App Server

Web Server

Data Center

Security

Sharing

Integration

Customization

Web Services

API

Multi-Language

Authentication

Availability

Monitoring

Patch Mgmt

Upgrades

Backup

NOC

Force.com allowed us to create and deliver a total of 14 applications – all without the expense and hassles of traditional application development.

“”

MultitenancyMultitenancy

Multitenancy: One Cloud with Many Customers

Shared Elastic ServicesSingle Data Store per Pod10K+ Customers per Pod50+ Pods

All data segregated by customerAll operations include tenant IDDisaster RecoveryPer tenant encryption keys

Salesforce Pod Architecture

Three Tier architecture

1) Storage (RDBMS/Hbase)2) Data/Metadata (Core Pod)3) Presentation (S1/UI Pod)

Our engineers usually program in

Java J2SE 1.7SQL Apex/Visualforce/AuraClient Languages (ObjC)

What is in a Salesforce Pod

All customer data in a pod stored one of the three Systems of Record.

All customer metadata stored in a database in common tables and interpreted by virtual application components

MediaServerChat ChannelsChat Presence

BT Search

APIRDBMS (Oracle)

8x DB class(high CPU, high RAM, SAN connection)

1x SAN Array

Document store (FFX)

8x Storage class(high disk, med RAM, low CPU)

Qpid

2x Appserver class

(med CPU, med RAM, low

disk)

Memcached

(actually runs on

appservers today)

SFDC Search

8x High IO class(FusionIO, med CPU, med RAM, med disk)

Search Index (Solr)

Salesforce1 API ()

Sobject API

BPO / UDD

JPA SimpleDB, Hibernate

etc

FFX API

TS3

MQ API

Public MQ API

Legacy Code

SFDC Cache API

Public Cache

API

Search API

SOSL

* also Virtual

* Also Virtual

30-40x Appserver class(med CPU, med RAM, low disk)

1 “Core” Pod (10x-ish per DC)

All APIs

RaidenCompute

libvirt

Raiden runtime

10x Appserver class(med CPU, med RAM, low

disk)

work.com

UI Gen

8x Appserver class(med CPU, med RAM, low

disk)

Switches and stuff

Raiden Ops Stack

Sites Runtime Pod(same as regular pod, but with half hardware)

High Volume Communication (UMPS)

All APIs

Store data via Sobject API

LiveAgent chat server

LiveAgent app

Deploy API

Chat API

RDBMS (Oracle)

2x Appserver class(med CPU, med RAM, low disk)

Messaging API

2x Appserver class(med CPU, med RAM, low disk)

S1 Architecture Eyechart

10x Appserver class(med CPU, med RAM, low disk)

4x Appserver class

(med CPU, med RAM, low disk)

4x Appserver class

(med CPU, med RAM, low disk)

4x Appserver class

(med CPU, med RAM, low disk)

Key-Value High Volume Store(Phoenix/Hbase/Hadoop)

All APIsAll APIs

Ops Stack (M&M)

Salesforce Mobile Classic

Visualforce1

What Multitenancy means for Salesforce R&D

No Legacy TeamsBugs fixed for everyone

One Version

What Multitenancy means for Salesforce R&D

No Legacy TeamsBugs fixed for everyone

One Version250K+ of our TestsRun your tests as well

Automation

What Multitenancy means for Salesforce R&D

No Legacy TeamsBugs fixed for everyone

One Version

Pod Architecture

250K+ of our TestsRun your tests as well

Automation

Staggered ReleasesScalability across all sizes

What Multitenancy means for Salesforce R&D

Three major releases/yearBug fixes every week

Predictability

No Legacy TeamsBugs fixed for everyone

One Version

Pod Architecture

250K+ of our TestsRun your tests as well

Automation

Staggered ReleasesScalability across all sizes

What Multitenancy means for Salesforce R&D

Three major releases/yearBug fixes every week

Predictability

No Legacy TeamsBugs fixed for everyone

One Version

Pod Architecture

250K+ of our TestsRun your tests as well

Automation

Staggered ReleasesScalability across all sizes

FeedsProfiles

FilesSocial Graph

Social

Right ExperienceAny Device

Customizable

Mobile

Real-time notifications

Real-time workflowReal-time feeds

Real-time

SalesforceOne PlatformPowered by Multitenancy

Open

Open StandardsOpen Technologies

Open InterfacesOpen Languages

What Makes Us Different?

The Leading Cloud Ecosystem for Business Apps

1,900+ Apps

1.9M Customer Installs

Meir AmielMeir Amiel

Sr Director, EngineeringSales Cloud

Jeanine WaltersJeanine Walters

Architect,Sales Cloud

Will MoxleyWill Moxley Blake MarkhamBlake Markham

VP Product Management,Sales Cloud

Sr. Director, Product Management,Sales Cloud

True to the Core of CRMTrue to the Core of CRM

“I skate to where the puck is going to be…”

Sales and Service are different from 5 years ago

Ubiquity of Mobile Connected Devices

Social replacing Email

Modern UI increasingly important for all employees

Next Generation technologies

Focus and investment shifted

Investing in the future

“True to the Core” is a Social Movement Started by Customers

It Started With An Idea Then a Chatter GroupThen A Blog

Parker Harris’s True to the Core: Thursday 11:30 at Yerba Buena

Categorizing the Complaints

All CRM not customizable using the platform

Difficult UI around some CRM features

Technically Difficult Backlog Items

Backwards Compatibility

New Technology

How we heard you

Chatter

IdeaExchange

Customer Surveys

Twitter and Blogs (Radian6)

Support Cases

Thank you for reminding us

Agile Development tends toward “Large” Features

Quality effort for older features higher

Evolution of database.com makes “new” things easier

Never rest on our laurels

Forecasting

Tasks

Accounts

Prioritize Based on Usage and Demand

Prioritize Based On:

User Adoption

Customer Surveys

IdeaExchange Demand

Strategic Importance

Listening to the CustomerListening to the Customer

We are listening and delivering for CRM

We increased investment in CRM development

We are delivering the #1 asked for feature: Pardot

We created new internal teams and increased staffing

We focused on being “True to the Core”

For Dreamforce 2012 we delivered 300k+ Idea Points including:Multiple Contacts per Activity

State and Country as a Picklist

Exception Reporting

Cross Object Workflow

Delivering 300K+ Idea Points This Year

Idea Points Target Release

State and Country as a Picklist 53K Summer ‘13

Multiple Contacts on an Activity 53K Winter ‘13

Owner Lookup Fields in Formulas 17K Summer ‘13

Stricter Permissions on Report Folders 7K Summer ’13

Salesforce for Outlook: Recurring Events 6K Winter ‘13

Search More fields in Lookups 8K Winter ‘14

Delivering Small Ideas

Idea Points Target Release

Pricebook as a first class objects 1K Summer ‘13

Boolean Formula Fields 3K Summer ‘13

Lookup to Pricebook on Custom Objects 1K Winter ‘14

Workflow on Sales Team 1K Winter ’13

Sandbox with some data 3K Winter ‘14

Workflow on Users 2K Winter ‘14

Why can’t you just fix my feature?

Trust is our #1 value

Backwards Compatibility

Workarounds available or AppExchange

Complexity

Multiple Contacts per Activity Reports with Related To Name does not contain “Steven”?

State & Country as a Picklist Country starts with “BH”: Bahrain (BH) or Bhutan (BT)?

Dependent Page Layouts Mobile and Visualforce display

We Value Consistent Improvement

API First, Mobile Second, Web Third

One Integrated Platform for All Applications (Salesforce1)

No middleware needed

Migrate customers to the state of the art at their pace

How You Can HelpHow You Can Help

Idea Exchange

http://ideas.salesforce.com Join the Customer Community

Ask your questions

Provide new ideas and vote up your issues

Talk to support if it is a bugIf it’s broken, we want to know!

Dreamforce Communityhttp://dreamforce.com

Join the Chatter Groups

Get support for your ideas from the broader community

Crowd sourced solution

http://developer.force.com

Community Boards for developers

Code sharing for Apex

More information about multitenancy

Search for Force.com Multitenant Whitepaper in your favorite search engine

Multitenant Magic Webinarhttp://wiki.developerforce.com/page/Multitenancy_Webinar

@tammforce

Meir AmielMeir Amiel

Sr Director, EngineeringSales Cloud

Jeanine WaltersJeanine Walters

Architect,Sales Cloud

Will MoxleyWill Moxley Blake MarkhamBlake Markham

VP Product Management,Sales Cloud

Sr. Director, Product Management,Sales Cloud