Michael Yeganeh, Senior Director Solution EngineeringKathy Locke, Account Executive State of New JerseyChristine Ryan, Principal Solution Engineer State and Local NEDan Osborne, RVP, State and Local Northeast RegionSue Maryott, Director, Customer Success

Salesforce Overview forGovernment DigitalTransformation

Rate of Innovation

1960s

Mainframe

1990s

Client/Server

Today

Cloud

IoT

Mobile

Social

AI

2000s

Web

Evolving Faster Today than Ever Before

Inno

vatio

n

App UI/UX

App Workflow

App Logic

App security

App Identity

App Management

Data

Runtime

Middleware

O/S

Virtualization

Servers

Storage

Networking

App UI/UX

App Workflow

App Logic

App security

App Identity

App Management

Data

Runtime

Middleware

O/S

Virtualization

Servers

Storage

Networking

App UI/UX

App Workflow

App Logic

App security

App Identity

App Management

Data

Runtime

Middleware

O/S

Virtualization

Servers

Storage

Networking

App UI/UX

App Workflow

App Logic

App security

App Identity

App Management

Data

Runtime

Middleware

O/S

Virtualization

Servers

Storage

Networking

Com

mod

ity

You

man

age

You

man

age

You

man

age

You

man

age

On-premise IaaS PaaS PaaS+ / SAAS

Val

ue a

dd

What do you mean by ‘Cloud’ ?

Increased Constituent ExpectationsTraditional vs Connected Constituents

Traditional Experience

Physical Location

DisconnectedExperience

M-F, 9-5Availability

Paper Form Online

24x7 Availability

Self-Service Experience

Mobile from Any Device

Connected Constituents

VS

Organizations Have Closed the Gap on the Digital DilemmaBy Investing in Innovation, Not Legacy

Maintaining Legacy ITInnovation

(1) Building Digital Talent (2) Redesign Business Models (3) Deploy on a Single Enterprise Platform

Why would you need a System of Engagement?

Stretching your System of Record will: • Add complexity and reduce agility• Increase delivery and ongoing costs• Increase your time to market• Decrease customer satisfaction

A flexible system of engagement will: • Adapt to new channels• Handle new ways of interaction• Easily integrate new technologies

Salesforce Platform and Apps

Systems of Engagement

Systems of Record

AnalyticsCommunitiesMarketingServiceSales Custom Apps Partner Apps

Web SocialMobile Call Center Email

HR / Financial Management Claims and Billing Legacy Case Management

Data Warehouse

Business Processes

Data & Objects Security Event

MonitoringCollaborationWeb & Mobile UI

Metadata Platform

Integration / API’s Web Services (SOAP / REST) BulkUI / Canvas Streaming FilesLightning Connect (OData)

Integration APIs Layer

Chat / SMS

SAAS

Salesforce Government CloudWorld’s most trusted and secure CRM platform

U.S. DATA CENTERS OPERATED BY U.S. CITIZENSAll data and operations located in the U.S. & maintained by U.S. citizens

DEDICATED INFRASTRUCTUREU.S. government partitioned data and resources to maintain security and compliance

CONTINUOUS MONITORING FedRAMP & DoD monthly reporting to maintain compliance

MARKET LEADING COMPLIANCE FedRAMP Moderate Authority to Operate & DoD Impact Level 4 Provisional Authorization

THIRD PARTY ASSESSMENTAnnual assessment by FedRAMP & DoD approved assessor

FIPS 140-2 ENCRYPTIONFIPS compliant in-transit and at-rest encryption

8

FieldService

Multi-channelService

ShareKnowledge

Unlock dataand Insights

ComplexCase Management

Optimize

ArtificialIntelligence

Case Management and Contact Center

https://www.salesforce.com/blog/2017/05/salesforce-gartner-crm-customer-engagement.html

Gartner Evaluation Criteria

• Case Management

• Knowledge Solution

• CRM Data Model – 360o View

• Unified Desktop Integration

• Real-Time Decision Support

• Collaborative Communities

• Integrated Email/Chat

• Visibility into the Social Graph

• Mobile Consumer Support

• Video Chat

• Feedback Management

Gartner CRM Customer Engagement Center 2018

Engage

Communities

OnlineMulti-channel

Portal

Self-Service

AuthenticatedSecureAccess

PublicKnowledgebase

OnlineTransactions

OnlineApplications andInquiries

Drag-and-drop tools empower declarative developersCreate Rich Apps and Websites with Low-Code Tools

Lightning Community BuilderLightning App BuilderFor Internal Apps For External Websites and Portals

All of Salesforce in One Mobile App

All your Configurations

Accessible on Any Device

Instantly make your employees mobileSalesforce is Your Gateway to Enterprise Mobility

25%+Employee productivity

Salesforce Mobile App Customization

Install Pre-Built Apps from AppExchangeThe fastest path to business impact is with pre-built apps, components and templates

Iulia Creanga Distributor Portal Director

Veeva

nCino

Sage People

Financial Force

Propel

MapAnything

Talkdesk

Conga

4KAppExchange

Apps

5MApp Installs

No-Code

Sharing Solutions to Maximize Savings

Early Childhood Education CO, MA, WA, OH

Adult Protective Services CO, OR, OH

This is the true advantage of the Salesforce Platform….We copy all but data into a new organization

Continued Innovation: 3 Major Releases Per YearDemocratized innovation - everybody gets it

54 Major releases delivered

Automatic UpdatesCustomization & integration

Features sourced by customer community

trust.salesforce.com

Live & up to date systemperformance data

Up-to-the minute information on planned maintenance

Phishing, malicious software and social engineering threats

Security best practices for your organization

Information on how we safeguard your data

Success is built on trust. Trust starts with transparency.

https://trust.salesforce.com/en/

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