Improving Your Outlook: Getting Started with Connect for Outlook

1
Improving Your Outlook Getting Started with
Connect for Outlook ( Notes Too!)
Track Administrators

• Patricia Orr, salesforce.com
• Jeremy Silver, salesforce.com
• Blake Markham, salesforce.com
• Jeff Hoffmann, salesforce.com
• Adam Nicholson, Corning Cable Systems

2
Safe Harbor Statement
Safe harbor statement under the Private
Securities Litigation Reform Act of 1995 This
presentation may contain forward-looking
statements including but not limited to
statements concerning the potential market for
our existing service offerings and future
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. 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.
3
Agenda

• Product Capability Overview
• Best Practice Recommendations
• Product Roadmap Review
• Customer Panel
• QA

4
Patricia Orr Sr. Customer Success Manager
5
Force.com Connect for Microsoft Outlook Connect
for Lotus Notes

• These are standard plug-ins that give users easy
  interaction with Salesforce from their familiar
  Outlook or Lotus Notes interface.

• Increase productivity by virtually eliminating
  double data-entry and making data input into
  Salesforce CRM easier than ever.
• Drive adoption, as users are connected from their
  1 application of addiction directly into
  Salesforce CRM.
• Improve information sharing by keeping data in
  sync across the enterprise

6
Basic Architecture

• Connect for Outlook and Lotus Notes standard
  plug-ins are
• Installed on the users laptop/desktop
• Talk to Outlook/Lotus Notes client using the
  Outlook/Lotus Notes Object Model
• Does not talk to Exchange
• Talk to Salesforce CRM using the AppExchange API

7
Key Capabilities

• Add Emails to Salesforce CRM as Tasks or Cases
  Quickly take the email in your Inbox and get it
  into Salesforce CRM. No double data entry.
  Gives visibility into the mass of business
  critical data stuck in the organizations
  inboxes.
• Synchronize your Contacts Coordinate your
  Contacts with Salesforce CRM. Stay up to date
  with the latest information available on your
  customers.
• Synchronize your Calendar Events Coordinate
  your Outlook Tasks with Salesforce. Changes in
  one system are now automatically reflected in the
  other.
• Synchronize Tasks Coordinate your Outlook Tasks
  with Salesforce CRM. Changes in one system are
  now automatically reflected in the other.
• Associate Events and Tasks with related items
  Is your lunch meeting related to a key account?
  Associate it! Now you can conveniently jump into
  that Salesforce CRM Account record, directly from
  your Outlook Calendar.
• Use the Salesforce CRM Address Book - Email
  Contacts and Leads using the resources in your
  Salesforce CRM org.

1
2
3
4
5
6
8
Add Email to Salesforce CRM
1

• Use Email to quickly create Tasks and Cases in
  Salesforce

• Email Attachments can also be added

9
Synchronize Contacts
2

• Contacts in Outlook can be marked for sync with
  Salesforce CRM
• Setup options make it possible to control how the
  latest changes to Contact info in each system
  affects the other system.
• Import from Salesforce CRM
• Export to Salesforce CRM
• Two way Synchronize

10
Synchronize Calendar Events
3

• Events in the Outlook Calendar can be marked for
  sync with Salesforce CRM
• Setup options make it possible to control how the
  latest changes in each system affects the other
  system.
• Import from Salesforce CRM
• Export to Salesforce CRM
• Two way Synchronize

11
Synchronize Tasks
4

• Outlook Tasks can be marked for sync with
  Salesforce CRM
• Setup options make it possible to control how the
  latest changes in each system affects the other
  system.
• Import from Salesforce CRM
• Export to Salesforce CRm
• Two way Synchronize

12
Events and Tasks Associations
5

• Associate Outlook events and tasks with relevant
  people and entities in Salesforce CRM
• Navigate directly to the right objects from
  Outlook
• The association is created both in Outlook and in
  Salesforce CRM.

13
Salesforce Address Book
6

• Use the Salesforce CRM Address Book to quickly
  find Contacts and Leads, then add them as email
  recipients.

14
Deployment Options for Connect for Outlook
Lotus Notes

• Network Deployment

• User Installation

B
A

• Users can install plug-in under Setup Personal
  Setup Desktop Integration
• Users can configure their own Salesforce CRM
  option settings
• EE and UE administrators can control access to
  the plug-in within the user profile

• Administrators can centrally deploy the plug-in
  to their organization
• Administrators can enforce data quality by
  restricting users synchronization options, such
  as not allowing users to change which objects are
  synchronized.

15
User Installation Configuration Capabilities
A

• The Salesforce CRM Options make it easy to
  control the behavior of the Outlook Edition.
• Control whether Contacts, Events or Tasks
  synchronization is On or Off.
• Separate control of data direction flow for
  synchronization of Contacts, Events and Tasks
• Control Related To settings, Search settings,
  Email options, Case options and Browser options

16
Network Deployment Client Administration
B

• The Salesforce CRM Options can be preset at
  initial deployment and locked down by system
  administrators.
• Admins can control access to
• User configuration options
• Field mappings
• Conflict resolution options
• Direction of synchronization
• Access to Quick Create

17
What are the system requirements?

• System Requirements
• Operating System Microsoft Windows 2000, XP
  Professional SP1, XP Professional SP2, or Vista
• Microsoft Outlook XP (2002), 2003, or 2007
• Not compatible with Outlook 2000 or Word 2000.

18
What about Lotus Notes?

• Feature parity with the Outlook Edition 3.2
  release
• Requires IBM Lotus Notes 6.0, 6.5, or 7.0 with
  default mail template fields

19
Jeremy Silver Sr. Customer Success Manager
20
Best Practices for Tasks and Events

• Focus on Key Tasks and Events
• Associating records implicitly marks them for
  sync (do it at the time of creation)
• Consider enabling syncing for both future and
  current Activities
• Event/Task Type is set to blank by default.
• If you use this field for reporting you must set
  it in Salesforce CRM after syncing.

21
Tasks and Events Tip (Demo)

• You can use the Outlook Automatic Formatting
  feature to get a quick visual overview of which
  records are Marked.
• Set a rule that turns any event with a category
  of salesforce.com Blue
• Can also be done with Tasks using Customize
  Current View option

22
Best Practices for Emails

• Focus on Important Emails
• Be selective with Attachments
• If associating when writing, use Send and Add
• If associating later, use multi-select to add
  more than one at a time.
• Use Show Item after adding email option to
  update other fields in Salesforce (EG Type).
• Use Configuration Options to set default Related
  To search options

23
Best Practices for Contacts

• Salesforce CRM should be the data master
• Create and update Contacts in Salesforce CRM and
  synch from Salesforce CRM to Outlook
• Users can do a one time data load from Outlook to
  Salesforce CRM if necessary
• Consider keeping your contacts separate
• Create a new folder under your Contact folder in
  Outlook
• Synchronize Contacts from Salesforce CRM to the
  new folder in Outlook
• You can gradually consolidate folders if desired
• Make sure to add this folder to your address book

24
Contact Synchronization Tip (Demo)

• Create new folder in Outlook and chose it in your
  Salesforce CRM sync Options
• In Outlook properties set Show This Folder as an
  e-mail Address Book to make those contacts be
  searchable and to work with Check Names

25
Other Best Practices

• Understand your users and their pain points
• Include the Outlook/Lotus in your user training
• Use the Network Installation Process to centrally
  deploy the tool
• Customize the registry/dictionary file
  (O_Dictionary.xml) to
• Set Default Configuration settings
• Synchronization Direction
• Field Mappings
• Conflict Resolution Options
• Other Display options
• Control which options may be changed by users
• See the Advanced Admin Tip Sheet for detailed
  instructions

26
Additional Resources

• Help Training in Salesforce CRM
• General Information
• Frequently Asked Questions
• Integrating with Outlook/Lotus tip sheets
• Administrator tip sheets
• Salesforce.com/community
• Search for Outlook or Lotus to Access Dreamforce
  presentations, documents andtraining
• Discussion Forums Desktop Integration
• Winter 09 Release Notes

27
Blake Markham Product Manager
28
Whats new in Winter 09?

• Performance and Responsiveness
• Faster Login
• Efficient retrieval of meta-data (ie. Salesforce
  CRM customizations)
• Faster Window Loading
• Caching of meta-data for quick access

29
Whats new in Winter 09?

• New Contact association interface
• Easier for users to learn
• Less steps and clicks required
• Automatic search and select (configurable)
• Clear indication of status

30
Roadmap

• Usability Improvements
• Updates to Event and Tasks association interface
• Performance and Stability
• Increased reliability through system tray
  synchronization
• Administrative Features
• Expanded synchronization profiles
• Salesforce CRM Setup-based online administration

31
Customer Panel
Moderated By
JEREMY SILVER
SR. CUSTOMER SUCCESS MGR
PATRICIA ORR
SR. CUSTOMER SUCCESS MGR
JEFF HOFFMANN
SR. SALES ENGINEER (SALESFORCE)
ADAM NICHOLSON
SR. ANALYST
32
All About EcoLab
With 5 billion in global sales, Ecolab is the
world's leading provider of cleaning, food safety
and health protection products and services for
the hospitality, foodservice, healthcare and
industrial markets.

• INDUSTRY Sales and Service
• EMPLOYEES 23,000
• GEOGRAPHY Global, 160 Countries
• USERS 200
• PRODUCT(S) USED Salesforce CRM SFA, Premier
  Service Support, Enterprise Edition

33
All About Corning Cable Systems
Corning Cable Systems, part of Cornings
telecommunications segment, is a leading
manufacturer of fiber optic communications system
solutions for voice, data and video network
applications worldwide. We offer the broadest
range of end-to-end fiber optic and copper
product solutions for customers'
telecommunications networks.

• INDUSTRY Telecommunications
• EMPLOYEES 24,800
• GEOGRAPHY Global
• USERS 350
• PRODUCT(S) USED Salesforce CRM SFA, Marketing,
  AppExchange applications

34
Session FeedbackLet us know how were doing and
enter to win an iPod nano!

• Please score the session from 5 to 1
  (5excellent,1needs improvement) in the
  following categories
• Overall rating of the session
• Quality of content
• Strength of presentation delivery
• Relevance of the session to your organization

Additionally, please fill in the name of each
speaker score them on overall delivery.
We strive to improve, thank you for filling out
our survey.