John Ball

Vice President

Service and Support Product Line

Track: Service and SupportKeynote

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service 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, including our Form 10-K for the fiscal year ended January 31, 2007. 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.

What’s Happening at Dreamforce

Hear first hand from customers about best practices : Track Support I: Becoming Customer-Centric

Track Support II: Advanced Strategies

What’s Happening at Dreamforce

Campground

Call Center booth

Customer Portal Booth

Win an i-Phone!

Schedule one-on-one with product team

Service and Support Party

Tuesday 9/18 at 6:30 pm

Welcome

The world is changing…

Over 70M blogs created120,000 new blogs created/day

1.5 million posts/day

Every voice is now heard

2003 2004 2006 2007

2M

70M

28M

Num

ber o

f Blo

gs T

rack

ed

2005

Over 100 Million Users on MySpace

Individuals are more connected than ever

People are tapping into collective wisdom

What does this mean for Customer Service?

80%

of British Airways short haul passengers at Heathrow never have to stand in long check-in lines

Self-Service has Become a Way of Life

Offline and Online

Self-Service is the Fastest Growing Customer Interaction Channel

0

10

20

30

40

50

60

Percent of Contacts

Internal Call Center

OutsourcedCall Center

Self-Service

2006

2009

Contact volumes

increasing 8% per year

Customers are Connecting with their Peers

1M+ visitors on YouTubesaw a cable technician asleep on a customer’s couch

holding for the company call center

Your brand can be destroyed with a single click

Individuals Have a Stronger Voice

But, your old problems remain…In fact they are getting worse…

% of companies who believe they are serving their customers well 80%% of their customers who agree 8%

Source: Bain & Company

Kick off

Requirementsgathering

3 months

Customization & development

9-12 months

Testing User

acceptance Go live

Business requirementshave changed

18 months

6 months

Traditional Software is Often Obsolete by the Time it is Deployed

Now you are stuck

Go Live Faster than Traditional Solutions Can

Even Be Designed with

Requirementsgathering

Days

Customizationin days

Go live

Weeks Customize in hours

Customize in hours

“It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal in production”.

Mark Silber,

Deployments in 1 to 3 Months on Average

1.5 months

<3 months

3 months

3.5 months

3 months 1 month

1.5 months

<1 month

3 months

2 months

1.5 months3 months

2 months3.5 months

2 months

2.5 months

<2 months <1 month <2 months 3 months

• Personalized Experience

• Powerful Self-Service

• Create and Share Custom Apps

• Expose AppExchange Applications

• Customize with Clicks and/or Apex

Next Generation of Customer Self-Service

• Single view of customerinteractions across channels

• Full customer history frommarketing & sales to support

• Deliver promised levels ofservice through entitlements

• Make customers more successful by suggestingadditional products/services

• Turn any browser into acall center desktop

• Blazingly fast & easy to use• Single click access to all

the right information • Soft-phone that works

with 80+ telephony platforms• Respond faster with call-

scripting, click-to-dial, screen- pops, and call logs

• Stay on top of customer SLAsto ensure on-time resolution

• Optimize agent workload & performance

• Manage telephony and support metrics to improvecustomer experience

• Create reports and dashboard with a few clicks

360 Degree Customer View

Integrated Agent Desktop

Reports and Dashboards

Award Winning On-Demand Call Center

Customer Service for the Web 2.0 World

Empower your agents to Delight

Customers

Turn Customers intoEvangelists

Get up and running in weeks with on-demand

David CorkenOperations Director, Cars.com

“Salesforce Service and Support moves at the speed of our fast growing business. We can tweak the system and create new customer processes within hours and days instead of months and quarters.”

Qualcomm has standardized on Salesforce.com

Standardized on Salesforce across all divisions

Rolled out Salesforce Call Center across 4 major divisions

Salesforce Customer Portal used by 2000+ users for customer self-service

Salesforce Call Center used by over 500 Customer Service agents

Deployment lengths vary from 1 week to 4 months

Corporate Express is Using

1,300 Support Users of Case Management

Create over 50,000 cases per month which are tracked and analyzed for trends and root cause identification

Over 1,200 assignment rules, escalations, notifications, and approvals

“Case Management allows Corporate Express to manage workflow across multiple sites, measure performance, analyze trends, and identify root cause.”

Join us for Cocktails and Appetizers

AndWin an iPhone

Tuesday September 18th at 6:30 pm TWO San Francisco