July 2, 2013

Salesforce KnowledgeUser Group

Agenda Success Community Demo – Lynda King Klever Overview/ Demo – Phil Verghis Summer ‘13 – Demo – Francois Lopitaux Dreamforce Dates – Nov 18-22, 2013

Safe Harbor

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 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 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.

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Success Community Demo

Lynda KingSr. Manager, Knowledge & CommunitySalesforce

We heard you and responded!

Help & Training

AnswersAppExchange

IdeaExchange

User Groups

Help

AppExchange

User Groups

IdeaExchange

Answers

……Introducing Success Community

Chatter Communities Tying it Together

SearchConsolidated across community properties

Search across the following objects:

Feed

Questions

Documentation

KB Articles

Known Issues

Ideas

Groups

People

Files

Appexchange

Filter and narrow search results

Customer Profilecommunity identity.

Single Sign-on from production org

At a glance data metrics

Consolidated profile with AppExchange and Community

Links from Community profile to H&T profile

Included in global search

Responsive DesignAccess the Community on the go.

We will be moving to Success Community soon!

Klever Overview & Demo

Phil VerghisCEO, Klever

KNOWLEDGE SHARING FOR ALL

PHIL VERGHIS | July 2, 2013 Confi dent ia l

15th Century

Businesses are run on 500 year old accounting principles

Only 20% of value of the average US company can be explained by balance sheet

The rest is ‘intangible’

168 Spanish conquistadors arrive in Peru

Waiting for them are 80,000 Inca troops

Yet, within 24 hours, more than 7,000 Inca warriors lie slaughtered. The Emperor is captured.

16th Century

HEADING

9/10Knowledge workerssay they don’t have accessto lessons learned in other parts of the same organization

Confidential

Confidential

Organizations could save and make millions

If they only knewwhat they already know

HEADING

40% increase in productivity

70% reduction in time to competency

You need expensive, boutique consultants

Confidential

To get

HEADING

Kajoli GokarnLondon

Phil VerghisDurham, NC

Adam KrobNew Orleans

Hadassa JakobovitsJerusalem

Bill StocktonNYC

Finula DarwinBoston

Confidential

HEADING

Confidential

We are a group of seasoned executives who love the art and science of sharing knowledge and delivering value to customers. We commit to creating a warm, vibrant community ensuring invaluable access to knowledge, expertise and influence.

Confidential

Free Subscription

Organizational Assessment

How are we doing? Customized step-by-step guide anyone

can act on

Klever advisor

Klever community

getklever.comdemo

getklever.comand get started

Go to

[@getklever] linkedin.com/company/klever---knowledge-lever

HEADING

Questions? Thoughts? Ideas?

We are honored that you are part of what we hope will be a completely new way of sharing knowledge.

KNOWLEDGE SHARING FOR ALL

Confi dent ia lgetklever.com

Summer ‘13 Demo

Francois LopitauxDirector - Product ManagementSalesforce

Knowledge One (pilot)

Share Article via Public Link

Sharing Rules for Knowledge

Automatic Knowledge Filtering

Merge Field on Article

Report on Article Type

Public Knowledge for Mobile

Knowledge One (beta)

Smart Article Link

Article Tracking API

Required Field

Support 200k+ Articles

Synonyms 20,000+ (Pilot)

OR/AND with NLP (Pilot)

A Year of Innovation on Salesforce Knowledge

Public Knowledge for Mobile (PKB3)

Search, View Article, Contact

support from your phone

Live Agent integration

HTML5 application

Leverage Mobile features: geo-

localization, emoticon, photo upload

for better experience

Required Fields

New Option available to

set a field as required

Required field appear with red bar

in Article Editor

Knowledge Tracking API

Article view count is going to be increment by one for this article.

Article search is going to be increment bye one and search keyword is

going to be track

SELECT Title, FROM KnowledgeArticleVersion

WHERE PublishStatus='online’ AND Language=‘en_US’ UPDATE VIEWSTAT

FIND {Keyword}

RETURNING KnowledgeArticleVersion (Title WHERE PublishStatus="Online" and language="en_US”) UPDATE TRACKING

Smart Article Link

This is link is now a smart link. It will automatically point to the latest

article version, stay valid even if you update article url name and will work

on any channel.

Create link to other articles

using Link Editor

What’s coming in Winter’14? (Safe Harbor)

Knowledge One – GA

Support more field Type on Article

Dependent pick list

Formula Fields

and more…

Here: http://kbapps.herokuapp.com/

Existing Tools:

• Migrate Solution to Articles

Tools in progress:

• Export Article to a CSV file

• Import (create/update) Article from CSV file

• Migrate Article between 2 salesforce Org

Knowledge Tools (Beta)

Dreamforce ‘13 - Mark your calendars !

November 18 – November 22 Moscone Center, San Francisco