Tech UpdatesAugust 2019 Edition

Technology Communications & Readiness

Forward-Looking Statements

Safe 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 proved 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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.

August 2019 Topics

Product Innovation● *NEW* Winter ‘20 is Coming!● Requirements for the Salesforce Mobile App

Infrastructure Improvements● Salesforce Core: Upcoming Instance Refreshes:

NA33, NA40, NA50, NA42, NA78● Salesforce Core: Best Practices for Infrastructure

Maintenances● Salesforce Core: Instance Refresh Events &

Resources● Commerce Cloud Database Upgrade

System Maintenances● Salesforce Core: Site Switches ● Salesforce Core: Continuous Site Switching● Salesforce Core: Salesforce IP Addresses &

Ranges● Salesforce Core: Plan around your Preferred

Maintenance Windows● Trust Notifications

Feature Retirements● Einstein Classic Dashboards Retirement● *NEW* Salesforce Mobile Web Experience

Retirement● *NEW* Group LINE API Retirement● Agent Console Retirement● The original Territory Management module

Retirement● Customizable Forecasting Retirement

At-a-glance

Product Innovation

Winter ‘20 is Coming!

Winter ‘20 is coming! For all these release readiness resources and more, visit the Trailblazer Community!

Requirements for the Salesforce Mobile App

Apple iOS requirements

The Salesforce for iOS mobile app will require iOS 12.0 and higher in v220.0, which is planned to be released alongside Summer '19.

We are ending support for versions 11.x and lower so that we can focus our resources on supporting the most recent OS versions that the majority of our customers use.

What is changing within the Salesforce for iOS mobile app?The Salesforce for iOS mobile app will require iOS 12.0 and higher in v220.0. Users on prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release*). What action do I need to take?Please inform your users to upgrade their devices to the most current version of iOS.

For more information on mobile requirements updates view this article.

*App versions naming conventions will now match the release version

Requirements for the Salesforce Mobile App

Android OS requirements

Salesforce App for Android is retiring support for Android 5.0 with the Summer ‘19 release and you will be required to use Android 6.0 or higher.

This change will provide a more secure experience for our Android users as well as enable us to move forward with some exciting new features that would not possible if we continued support for Android 5.0.

What action do customers need to take? You should upgrade Android OS to 6.0 if possible. Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release*) or do a fresh install of the app. If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.

For more information on mobile requirements updates view this article.

App versions naming conventions will now match the release version

Unified User ExperienceLightning Apps and Navigation

Responsive ComponentsLightning Components in Record Pages

Customize with Clicks, Not CodeLightning App Builder

Introducing the new Salesforce Mobile App - Coming later this yearSandbox and Production Pilot now Open - https://sfdc.co/PilotNewSalesforceMobile

Infrastructure Improvements

To prepare for your organization’s continued growth and to keep system performance at expected levels, we occasionally perform an instance refresh that upgrades the infrastructure supporting your instance in our data centers.

Which instances are being refreshed and when?● NA42 & NA78: August 4, 2019, 07:00 – 9:30 UTC● NA51, NA56, NA63: November 3, 2019, 08:00 – 12:00 UTC

Following this type of maintenance, you will be on new infrastructure and your instance name will change. Read on to learn more about the new instance names, and about how to prepare for your instance refresh.

Upcoming

Instance Refreshes

● August 4, 2019, 07:00 – 9:30 UTC○ NA42 → NA113 or NA114○ NA78 → NA115 or NA116

● November 3, 2019, 08:00 – 12:00 UTC○ NA51 → NA118 or NA126○ NA56 → NA120 or NA121○ NA63 → NA134 or NA171

REMINDER: your new instance will have the same release schedule and standard system maintenance windows as your current instance. And if you’re subscribed to Trust Notifications for your current instance, you will automatically be subscribed to both new instances. After the instance refresh, you may then unsubscribe from the instance not applicable to you.

Check your email communication to confirm your new instance name. After learning what your new instance name is, please continue to follow best practices and avoid hard-coded references.

Instance NamesCurrent Instance & Destination Instance

My Domain Documentation

Updating Hard-coded References

What are the Salesforce IP

Addresses & Domains to Whitelist?

Preferred Salesforce

Maintenance Schedule

Best Practices for Salesforce Core Infrastructure Maintenances

Enable My Domain

Replace Hard-coded References

Plan around System

Maintenance Windows

Whitelist Salesforce

IPs

*Last updated on July 16, 2019* Details on slide: Salesforce IP Addresses & Ranges

For more information, we encourage you to review the following resources:

● Watch the recording of the webinar, How to Prepare for Your Instance Refresh

● Take the Instance Refresh Readiness Assessment

● Read over the Instance Refresh Maintenance article and attached checklists

● Collaborate with others on the Trailblazer Community with the topic #MyRefresh on the Official: Salesforce Infrastructure group

Additional Resources

Instance Refresh & Resources

The Commerce Cloud Database Upgrades will continue in August. The project kicked off in May 2019, and is scheduled to complete in 2020. APAC maintenances completed in May 2019.The database upgrades will occur on a POD (Point of Delivery) by POD basis in two phases. Each phase will require one planned maintenance on a weekday as described below: ● Secondary Instance Group phase: This phase involves upgrading the database supporting

all secondary instance groups (sandboxes) on the associated POD (approximately three hours).

● Primary Instance Group phase: This phase involves upgrading the database supporting the primary instance groups (production, staging, and developer instances) on a POD (approximately five hours from 2:00 a.m.– 7:00 a.m. local POD time)

Verify you have created a maintenance page & reschedule any realm activities scheduled to complete during your primary instance group (storefront) maintenance. Key Contacts should subscribe to Status.io. See the Commerce Cloud Database Upgrade Initiative article for more information. *We intend to notify all customers of their maintenance window at least 30 days in advance.

At-a-glance

Commerce Cloud Database Upgrade Initiative

Marketing Cloud info now available at https://status.salesforce.com/

With the change, you will be able to leverage several Trust Site features such as:● System status history● Forward-looking maintenance calendar● Trust Notifications● Localized content● Security and Compliance information

The new site will provide more detailed transparency into the status of specific Marketing Cloud services, such as Marketing Cloud Login, Marketing Cloud Core Service, Marketing Cloud REST API, and Marketing Cloud SOAP API.

Previous Marketing Cloud site (https://trust.marketingcloud.com) was retired and will redirect to new Status page.

At-a-glance

Marketing Cloud Integrated into Salesforce Trust Status Page

Official: Salesforce Infrastructure Got questions? Join the Conversation!

Join the conversation with fellow Salesforce admins, IT sponsors and architects!

Major topics include: Instance or data center wide changes, IP range changes, Certificate changes, TLS Disablement

Links to resources like:Infrastructure Dreamforce Sessions, Infrastructure Overview & Best Practices

System MaintenancesREMINDER: Planning your major Salesforce-dependent initiatives around system maintenance windows is a Salesforce best practice.

Important ActionsA. Subscribe to Trust Notifications to know when site switches are scheduled.B. Follow Salesforce infrastructure best practices by not restricting access to

Salesforce IP ranges, removing hard-coded references, and by setting your DNS timeout value to five minutes (default setting).

C. Salesforce orgs with Live Agent should avoid hard-coded references as this can impact Live Agent availability post-site switch. However, if hard-coded references to API endpoint URLs to Live Agent are necessary, make sure these are update after any site switch.

D. If you need to view your email logs after a site switch, request for your email logs prior to the maintenance window.

At-a-glance

Each Salesforce instance is built and maintained in two geographically separate locations. An instance is actively served from one location (the active site) with transactions replicating in near real-time to the other completely redundant location (the ready site). During a site switch, we switch the active and ready sites. To see when your next scheduled site switch is, look at your instance’s maintenance schedule on Trust.

For more info review the article, Site Switching Overview

Site Switches for Salesforce Core

Active!

Ready!Active Instance

ApplicationServers

ProductionDB

Cluster

StandbyDB

Cluster

Data Guard Replication

Ready Instance

ApplicationServers

ProductionDB Cluster

StandbyDB Cluster

Data Guard Replication

EncryptedAsync

Replication

At-a-glance

Continuous Site Switching entails switching each Salesforce instance to its ready site approximately once every six months for maintenance, compliance, and continual improvement of disaster recovery capabilities.

For more information, review the Continuous Site Switching article.

NOTE: We recommend subscribing to Trust notifications for the most up-to-date information regarding Site Switches. See the Trust Notifications slide for more information.

Continuous Site Switching

Active!

Ready!

Visit our Trust Site for more details on when your site switch is

scheduled:

https://status.salesforce.com/products/Sales_Cloud/maintenances

Subscribe to Trust notifications for the most up-to-date information about

your site switch.

Salesforce IP Addresses & Ranges

If your company restricts web access to specific IP ranges, please take note of the following updates to the article, What are the Salesforce IP Addresses & Domains to whitelist?

Last Updated on July 16, 2019

Added note to IP Ranges:

NOTE: Salesforce Support occasionally receives requests for a subset range of IPs to whitelist. Be advised that our best practice and recommendation is to whitelist the entire list of Salesforce IP ranges for seamless access. Narrowing the range of IPs would put you at greater risk of interrupted access for you and your users.

The following will be activated in ~ 2 months or later:Added to Email Security Filters:13.110.74.224/28, 13.110.74.224 - 13.110.74.23813.110.78.224/28, 13.110.78.224 - 13.110.78.238

*** To see the full detailed list of updates, see the Revision History Table ***

Recent Updates

The article was last updated on July 16, 2019

Added to Trialforce Org Emails:13.110.74.239, 13.110.78.239Added to Chatter & Communities: 13.110.74.227, 13.110.74.228, 13.110.78.227, 13.110.78.228Added to System Mail: 13.110.74.224, 13.110.78.224Added to Email Relay: 13.110.74.225, 13.110.78.225

Salesforce System Maintenance Schedule Plan your maintenance around the Salesforce Maintenance windows

System Maintenance Description Typical Activities Comments

Sustaining the Infrastructure supporting Salesforce Services

Security, Availability and Performance changes

Confirmed maintenances posted on Trust.com Maintenance CalendarScheduled for the first and third weekends (Saturday or Sunday) of every month.

Instance Pacific Time UTC During Standard Time

UTC During Daylight Savings Time

NA40, NA42, NA46, NA47, NA49, NA50, NA51, NA52, NA56, NA57, NA58, NA59, NA63, NA69, NA72, NA74, NA75, NA76, NA77, NA78, NA80, NA86, NA87, NA88, NA90, NA92, NA93, NA94, NA95, NA96,

NA99**, NA109, NA111, NA112, NA113, NA114, NA115, NA116, NA129, NA130, NA141, NA142, NA146, NA154, NA155, NA196

Sunday, 12:00 a.m. – 4:00 a.m. Sunday, 08:00 – 12:00 Sunday, 07:00 – 11:00

Other NAx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

EU14, EU15, EU17, EU18, EU19, UM3, UM4, CS80, CS81, CS82, CS83, CS84, CS85, CS86, CS87, CS88, CS89, CS100, CS101, CS102,

CS105, CS106, CS107, CS108, CS109, CS110Saturday, 2:00 p.m. – 6:00 p.m.

22:00 Saturday – 02:00 Sunday

21:00 Saturday – 01:00 Sunday

Other EUx, UMx Saturday, 7:00 p.m.– 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

AP4, AP5, AP6, AP7, AP8, AP9, AP14, AP15, AP22, AP28, CS5, CS6, CS31, CS57, CS58, CS72, CS73, CS74, CS75, CS76, CS115, CS116,

CS137, CS151, CS152

Saturday, 7:00 a.m. – 11:00 a.m. PSTSaturday, 8:00 a.m. – 12:00 p.m. PDT

Saturday, 15:00 – 19:00 Saturday, 15:00 – 19:00

AP0, AP3, AP20, AP21Saturday, 8:00 a.m. – 12:00 p.m. PSTSaturday, 9:00 a.m. – 1:00 p.m. PDT

Saturday, 16:00 – 20:00 Saturday, 16:00 – 20:00

Other CSx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

★ Preferred Salesforce Maintenance article

★ How is my Org Impacted during Maintenance? article

★ Salesforce Trust Site - Opt-in for Notifications!

Key ResourcesTip: Bookmark these!

What are Trust Notifications? Trust Notifications are near real-time email notifications regarding incidents and maintenances posted to our Trust site, https://status.salesforce.com, that are available to all customers and allow you to control your own subscription settings.

Examples of maintenances that we’ll send Trust Notifications for include: ● Site Switches● Instance Refreshes● Release Maintenances● Emergency Maintenances● Incidents

Review the Trust Notification User Guide to learn more about Trust Notifications.

Trust Notifications Trust Notifications - Self-subscribe

Feature Retirements

After Winter ‘20 classic dashboards will no longer be accessible via the UI or public REST APIs. For more information see article.

What’s changing?● We’ve extended the retirement to Winter ’20* to give

you more time to make the change.● After this date, you and your users will no longer be

able to access your EA classic dashboards. We encourage you to convert your dashboards from classic designer to the newer dashboard designer.

What action do I need to take?● Your users will have to convert classic dashboards to

dashboard designer and start using the newer dashboard designer to create dashboards.

At-a-glance

Einstein Analytics Classic Dashboards Retiring Winter ‘20

For more information about this retirement, click here.

What’s changing?

● Previously, you could experience Salesforce on your mobile device via the downloadable mobile app or through your mobile web browser.

What action do I need to take?● Starting Summer ‘20, you will need to download the

Salesforce app to access your Salesforce data on mobile devices. If you try to access Salesforce on a mobile browser following the retirement, you will instead see a webpage that encourages you to download the app.

At-a-glance

Salesforce Mobile Web Experience retiring Summer ‘20

Please reach out to your account executive to get more information.

What’s changing?● We are writing to inform you that on March 31, 2020

Salesforce will retire the GroupConnect LINE API SKU that supports the Reseller Packaging of LINE messages at a cost of 10 super messages per send. Prior to this date, we recommend that you migrate to Transactional packaging at a cost of 3 Super Messages per message to continue using GroupConnect.

What action do I need to take?● You’ll need to make sure you have purchased a LINE

channel from a registered LINE agent and have asked your Account team to ensure you are switched to the LINE Transactional package.

At-a-glance

GroupConnect LINE API is retiring March 31, 2020

For more information review Configure Collaborative Forecasts Help topic as well as the Collaborative Forecasts Implementation Guide.

For a comparison between Customizable Forecasting and Collaborative Forecasts review this Help topic

What’s changing?● Customizable Forecasting will be retired in the Summer ’20

release. We recommend that you migrate your users to Collaborative Forecasts before the retirement date.

What action do I need to take?● We strongly recommend that you and your users migrate to

Collaborative Forecasts, and if necessary, export forecasting data out of Customizable Forecasting before the retirement date.

● This replacement covers all the major functional requirements of Customizable Forecasting, and provides additional capabilities. The forecasting grid will be similar to that of Customizable Forecasts, and users will also be able to adjust forecasts and see the opportunities that make up the forecasts.

At-a-glance

Customizable Forecasting will be retired in Summer ’20

For more information on setting up Enterprise Territory Management, view Enterprise Territory Management Implementation Guide and the Territory Management trail

What’s changing?● The original Territory Management module will be retired in the

Summer ’20 release. We recommend that you migrate your users to Enterprise Territory Management

What action do I need to take?● To preserve all Share records for Accounts, Opportunities,

Contacts, and Cases generated through territory rule execution, we advise you to export your territory and assignment data out of the original Territory Management module using the Data Export service before the Summer ’20 release.

● This replacement will cover all the major functional requirements of original Territory Management, and includes additional capabilities. You can refer to the following comparison (Trailblazer Community login required) of the original Territory Management and Enterprise Territory Management modules for additional information.

At-a-glance

The original Territory Management module will be retired in Summer ’20

For more information review Configure Collaborative Forecasts Help topic as well as the Collaborative Forecasts Implementation Guide.

For a comparison between Customizable Forecasting and Collaborative Forecasts review this Help topic

What’s changing?● Customizable Forecasting will be retired in the Summer ’20

release. We recommend that you migrate your users to Collaborative Forecasts before the retirement date.

What action do I need to take?● We strongly recommend that you and your users migrate to

Collaborative Forecasts, and if necessary, export forecasting data out of Customizable Forecasting before the retirement date.

● This replacement covers all the major functional requirements of Customizable Forecasting, and provides additional capabilities. The forecasting grid will be similar to that of Customizable Forecasts, and users will also be able to adjust forecasts and see the opportunities that make up the forecasts.

At-a-glance

Customizable Forecasting will be retired in Summer ’20

For more information about this retirement see this article.

What’s changing?

● We wanted to notify you that Agent Console (also known as Console Tab or Legacy Console) will be retired in the Spring ‘20 Release, as you are an admin of a Salesforce org using this feature.

*Currently targeted for February 2020; date subject to change

What action do I need to take?● Admins will need to transition users of the Agent

Console to the Lightning Console.

At-a-glance

Agent Console will be retired in the Spring ‘20 Release

Review the article, Site Switching Overview for important actions and FAQs.

Site Switches

Active!

Ready!

Upcoming Site Switches

Customers on the following instances will receive an email notification regarding their site switch:

● EU16 on July 7, 2019, 02:00 – 03:00 UTC

Find all the resources you need to keep up with everything release-related on the Trailblazer Community

Enjoy all of the new features that are now available with Summer '19 Catch up with the Release Readiness Live recordings or join one of our Success Team webinars around the world

Start thinking about Winter ‘20!The Sandbox Refresh Calculator Website at - https://sandbox-preview.herokuapp.com - has been updated. Use the sandbox refresh calculator to plan ahead and make sure you have the right type of sandbox in place.

Remember, you are now able to refresh any sandbox to a Preview sandbox type for the next two months - or more precisely until September 6, 2019. September 6 is the start date of the next Preview period, and from that date forward for about a month, you will be limited to only refresh your sandboxes into Non-Preview sandbox type until the release of Winter '20 by October 12, 2019.

What’s coming next!Check out the updated Lightning Experience roadmap to see some of the features slated for Winter ‘20.

Summer '19 is now live in production and sandboxGet ahead for Winter ‘20!