Comments on the News

    --  "The always on, ever-connected customer demands service at the speed of
        now," said Alex Bard, SVP and GM of Service Cloud, salesforce.com. "To
        meet this opportunity, companies need a customer service platform to
        connect with customers and the next generation of apps and devices--the
        Internet of Customers. Salesforce1 Service Cloud is the only platform
        that enables companies to embed service everywhere--in every single
        product, app or experience, making the path to customer satisfaction
        instant and frictionless."

    --  "Stanley Black & Decker has a 170-year reputation for innovation,
        quality and performance to uphold. Our top priority is to provide the
        best possible service to solve real and meaningful problems for our
        customers," said JoAnna Sohovich, global president, Industrial and
        Automotive Repair, Stanley Black & Decker. "With Salesforce1 Service
        Cloud, my business is able to provide effortless solutions to exceed our
        customers' needs from any device, any location and anytime."

    --  "In 2013, the biggest areas of pain for IT leaders focused on customer
        service and customer experience initiatives are: supporting mobile
        consumers, the explosion of social channels and the customer preference
        to turn to self-service and peer advice," said Michael Maoz, VP and
        Distinguished Analyst, Gartner Inc., Hype Cycle for CRM Customer Service
        and Support, 2013 (July 2013). "To address these issues, IT leaders,
        vice presidents and directors of customer service involved in customer
        support/experience initiatives are looking at the targeted use of big
        data analytics, peer-to-peer (P2P) communities and the evolving customer
        engagement center (CEC), which is the next generation of the customer
        service contact center for critical processes and technologies."

Salesforce1 Service Cloud--The Service Platform for the Internet of Customers
The world is becoming completely connected. Every day millions of new products, apps and devices are connecting to the Internet. By 2020, there will be more than 50 billion connected things, from smartphones and wearable smart devices to jet engines and cars. And behind every product, every app and every device, there is a customer. Customers have never been so close, yet companies still struggle to connect with them. According to an Accenture report, 91 percent of customers are frustrated by having to contact a company multiple times for the same problem, 90 percent by being put on hold for an extended time and 89 percent by having to repeat their issue to multiple representatives.

Connected companies understand that customers require instant and effortless help, with the ability to engage immediately from any device and achieve first-call resolution. With the new Service Cloud on the Salesforce1 Customer Platform, any company can deliver customer service with the new service platform for the Internet of Customers with:


    --  Revolutionary 1 Touch Service Embedded Everywhere: Leveraging the power
        of the Salesforce1 Customer Platform APIs, now Service Cloud and
        Salesforce Desk.com enable companies to embed a help button into any
        product, app or experience. With 1 Touch Service, customers can now
        reach service agents the instant they need help. For example, a mobile
        banking customer can inquire about an unfamiliar charge by instantly
        connecting to customer service on any mobile device, reaching support
        within the mobile app.

    --  Breakthrough Intelligent Service Technology for Faster Case Resolution:
        New Service Cloud Intelligent Service technology determines the fastest
        path to case resolution for any customer issue. The technology leverages
        advanced algorithms to proactively suggest similar cases, knowledge
        articles and internal company experts to help agents solve cases faster
        than ever. Instead of spending precious minutes sifting through stacks
        of unrelated case information, agents will now see all the most relevant
        information they need to solve cases right on their screens. In
        addition, new out-of-the-box capabilities of Desk.com include real-time
        business insights and advanced analytics to enable fast growing
        companies to make smarter, faster decisions. Now, customer service
        agents can quickly connect to the right resources and experts to take
        immediate action.

    --  Groundbreaking Mobile App Empowers Any Employee to Deliver Amazing
        Customer Service: Powered by the new Salesforce1 App, companies can now
        empower any employee to participate in delivering amazing customer
        service, anytime and anywhere. Dedicated customer service agents can
        easily collaborate with experts, managers and peers to harness the
        knowledge of the entire organization to resolve customer issues. This
        includes easy escalation by identifying relevant company experts to
        resolve difficult cases faster. Now, any employee can play a role in
        delivering amazing customer service anytime and from anywhere.

Salesforce1 Customer Platform is the new social, mobile, connected and cloud customer platform built to transform sales, service and marketing apps for the Internet of Customers. As the pioneer of enterprise cloud computing, salesforce.com built the next generation of the world's #1 cloud platform for the new connected world. Now, every company can connect with customers in a whole new way.

Pricing and Availability

    --  Salesforce1 Service Cloud is now generally available and pricing starts
        at $65 per user per month.
    --  Salesforce1 Service Cloud Intelligent Service technology is currently
        scheduled to be available in limited pilot in the first half of calendar
        year 2014.
    --  Salesforce1 App is now generally available for download at the Apple App
        Store and Google Play.
    --  Salesforce Desk.com is now generally available and pricing starts at $29
        per month per agent.