The slide used in my personal public speech.

1. Smart CRM – Salesforce Introduction
Nov. 25th, 2017 (1st)
Jan. 27th, 2018 (2nd)

2. About me 沈一楓
Please send any questions to me : alphachin82@yahoo.co.jp

4. Safe Harbor
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 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 intellectual property and other litigation, risks associated with
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-Q for the most recent fiscal quarter ended January 31,
2018. This 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.

5. Goal
Salesforce Einstein has democratized artificial intelligence. It's the first comprehensive AI for CRM.
46%
1 2
Intuitive, low-code tools allow business users to pick out significant events from a torrent of data and trigger actions in real time.
• Connect devices and apps to
CRM
• Automate smart actions
• Capture, filter, and respond to
billions of events
• Einstein Prediction Builder
• Einstein Bots
• Einstein Vision & Language
• Einstein Discovery

6. Topics today
Smart CRM
Chapter3
Cloud Computing
Chapter1
Chapter3
IoT Cloud
Chapter2

7. Chapter 3.1
• Base Clouds
• Analytic Cloud
• Einstein API
Chapter 3.2 Chapter 3.3
• Google API
• PredictionIO
Chapter 3 AI

8. Five Transformations of Enterprise Software
Intelligence
Einstein
Speed
Lightning &
Commerce Cloud
Productivity
Quip
Mobility
Salesforce1
Connectivity
Thunder IoT Cloud
Chapter3 Chapter1 Chapter2Not covered

9. Chapter 0
Salesforce brief introduction
• Salesforce intro

11. The soul of CRM(in salesforce)
•Lead -> Cash -> Loyalty

14. Started as a company offering solutions
in ERP, then added more products
such as CRM, SRM, and SEM etc. to
their product portfolio over the time.
CRM

18. 2-3 years ago
The leaders are now:
Salesforce
Dynamics CRM Online
Dynamics CRM (On-Premise)
higher end (Salesforce.com, Oracle, SAP),
mid-range (Microsoft Dynamics CRM, Sage
CRM, GoldMine) or
lower end (Zoho, Nimble, Highrise, Insight.ly)

19. Conclusion by someone
• Microsoft Dynamics 365 VS. Salesforce VS. SAP CRM

24. projected revenue growth from
2012 to 2022

26. The business of
business is improving
the state of the world

28. The backbone of data management in Salesforce
Several years ago……

29. platform Architecture 2017

32. Since 2007
Salesforce and AWS have announced a
new global strategic alliance, which will
further simplify and expand how joint
customers capture, analyze, and take
action on data

33. 2017.11

34. 2018.1.19
IBM, Salesforce Agree for Watson,
Einstein to 'Marry'

38. Server in China
• “Trace routes show that SF data is being highly scrutinized by the Great Fire Wall. SF
needs to work with China to get its traffic and IP addresses white-listed and may need to
remove references in code to Google, which may be triggering some of the heightened
scrutiny of the traffic.”
• “The problem with having a server based in China is that the Chinese government love
to hack everyone and everything. This would cause massive concerns from a Salesforce
perspective as their top priorities are Trust and Security. If you have a server in a country
whereby the Government are hacking it then you quickly lose the Trust and Security that
they have worked so hard to gain.
If speed is the issue then it is more likely to do with the internet connection or currently
technology setup rather than the server”
• Why the access to salesforce.com is excruciatingly slow in Chine?
No server in China

39. Things are always evolving……
So what I depicted here may be obsolete in the
future.

40. Chapter 1
Cloud Computing
• No software

41. At the core of The customer Success Platform
Multitenant Cloud Computing
Trusted
Transparent
Secure
Performance at
Scale
Easy
AppExchange
Scalable
Real time
Customization
Open
Any Device
API First
Data Portability
Innovative
Automatic
Upgrades
Flexible
Continuous
improvement
Fast
No Hardware
No Software
Fast ROI

42. Various Services
• Data Storage • Business Logic
• Caching • Search Indexing
• Blob & File Storage • File Conversion
• Machine Learning • Queuing
• Event Subscription • Feature Flags
• Voice & Presence • etc... !

43. Compute capability
• Salesforce : <10 datacenters globally
• Amazon Web Services : 50+ data centers
• Microsoft : 30 + data centers
• Its data-centers
How scalable is
Salesforce？

44. One instance equals one POD

45. • Shared Elastic Services
• One Data Store per Point of Deployment (Pod)
• 10K+ Customers per Pod
• 50+ Pods(??)

46. • Shared Elastic Services
• One Data Store per Point of Deployment
(Pod)
• 10K+ Customers per Pod
• 50+ Pods(??)
• All data segregated by customer
• All operations include tenant ID
• Disaster Recovery
• Per tenant encryption keys

47. One massive Distributed System
• Many tenants ...
• Using many software services ...
• Shaded into hundreds of instances ...
• Across tens of architecturally diverse properties ...
• In dozens of data centers, on many thousands of
servers ...
• In a distributed software product that spans the entire
globe ...

48. Chapter 2
IoT Cloud
• Internet of Things

50. Connect Everything with Thunder IoT Cloud
• Empower everyone to create
connected experiences
• Connect IoT to the customer
• Trigger interactions in real-time
• Get smarter about your customers Connectivity
smart things
75B

51. Powered by Thunder, IoT Cloud
is a Salesforce platform designed
to stock and process IoT data.

53. One example using
salesforce IoT cloud

56. Apache Kafka
• designed to handle massive amounts of data ingestion
• an open source software
Device
Device
Device
Device
IoT Gateway Apache kafka
Real-time
Analytics
(hot path)
Batch
Processing
(Cold Path)

57. Apache Kafka
• The Cornerstone of an Internet-of-Things Data Platform

58. Apache Kafka on Heroku
• Event-Driven Architecture for the Cloud Era
https://www.youtube.com
/watch?v=lt9m2kknPTc
A demo
in
Salesforce.
com

59. If not using kafka?

60. Can you imagine what other devices may connect to
salesforce besides the smartphone?

61. Chapter 3
Artificial Intelligence
• Smart CRM

62. AI in Salesforce

64. 475m+
Per day
APACHE SPARK• Salesforce is using Apache Spark (batch,
streaming, GraphX and ML) to power the Einstein
platform and services.

68. What do I
need to know
1
What should
I always do
What do
You recommend
Perception
The seven outcomes of AI
What is
happening
Notification
Suggestion
Automation2 3
4
Prediction
5
Situation
Awareness
7
Prevention
6
What can I
Expect to
happen?
What can
I avoid
What do I
need to do
right now
Continuous Learning

70. Salesforce Einstein
Einstein is an intelligence capability built into the Salesforce
platform and focused on delivering smarter customer relationship
management (CRM). The features are designed to
discover insights;
predict outcomes;
recommend actions;
automate tasks.
data collection, data preparation, feature engineering and feature selection,
model building, hyper-parameter tuning and scoring steps are
handled automatically.
Einstein:
AI for CRM

71. Salesforce Einstein

74. • Article Insights
• Automatic Topic
Creation
• Community
Sentiment
• Company
Highlights
• Einstein Answers
• Questions and
Article Answers
• Recommended
Experts, Files &
Groups
•…………..
• Account Health
• Account Insights
• Automated Activity
Capture
• Opportunity
Insights
• Predictive
Forecasting
• Predictive Lead
Scoring
• Recommended
Connections
• ………
• Automated
• Case Chatbots
• Recommended Macros
• Trending Issues
• ……….
•Commerce Insights
• Predictive Email
• Predictive Sort
Product
• Recommendations
Product
• Recommendations
(Store)
• Predictive
Content &
Product
Recommend
• Predictive
Scoring &
Audiences
• Automated
Send-Time
Optimization
• Image Insights
in Social Studio
Sales Service Marketing
Community
Commerce

78. Einstein in
Sales Cloud

81. Einstein in
Service Cloud

83. Chapter 3.1
Call Google Predict API in SFDC
• Integration with other machine
learning Library

84. Use Google Prediction API in salesforce
Prediction API

85. Prediction API v1.6

86. Datasets
probability type of opportunity opportunity revenue
80 Existing Customer - Upgrade 80000
90 Existing Customer - Upgrade 100000
70 New Customer 85000
20 New Customer 20000
65 Existing Customer - Upgrade 75000
95 New Customer 90000
12 New Customer 1200
10 New Customer 100
60 New Customer 60000
…………. …………. ………….

87. Polynomial curve fitting

88. Process

89. Train the datasets
regression

90. Response payload
Training succeeded

91. This is the result of calling
prediction.trainedmo
dels.predict of
Prediction API v1.6

98. Salesforce data.com
Salesforce data studio
Salesforce data.com & data studio

99. Data.com & database.com
• database.com This is the database part of force.com.
• data.com It is a crowd-source database, edited and
updated daily by its users. It has a directory of more
than 30 million contacts. This is a provider of 3rd-
party data you might use as inputs to your CRM
systems.

101. Salesforce Data Studio
Salesforce has already enlisted many companies to sell data on the Salesforce Data
Studio marketplace, including the following: Bazaarvoice, Digital Trends, Fanserv,
Gatehouse Media, H Code Media, Kayak, Leaf Group, Penske Media Corporation,
Publishers Clearing House, Ranker, Salary.com, Univision, The Enthusiast Network,
and Townsquare Media..

102. Chapter 3.2
Analytics Cloud
• Identify data trends in your business process,
and create contextual diagrams to visualize

103. Analytics Cloud :BI

104. Analytics Cloud ‘BI’ - story Sample (1)

105. Analytics Cloud ‘BI’ – story Sample (2)

106. Analytics Cloud ‘BI’ - story Sample (3)

107. Analytics cloud ‘BI’ - story Sample (4)

108. Chapter 3.3
Salesforce Einstein API
• Einstein Vision
• Einstein Sentiment
• Einstein Intent

109. Einstein Vision
• image recognition
• object detection

110. Einstein Vision : bring it for business
• 1. Consumer Insights
• 2. Brand Tracking
• 3. Social Customer Service
• 4. etc……
2. For example, if a company sponsors a sporting event,
Einstein Vision for Social Studio can detect when and how
the company logo from that event
is showing up in an image shared on Twitter. Now,
marketers can quantify the brand lift associated with
sponsoring a particular event like never before.
1. For example, if a restaurant chain is considering adding
a new menu item, it can use Einstein Vision for Social
Studio to learn about trending options food
influencers are sharing through images on Twitter.
3. For example, if an auto manufacturer has a recall for a
defective glove compartment mechanism, Einstein Vision
for Social Studio can uncover cases through images on
Twitter. From there, the marketing team can alert
Salesforce Service Cloud to engage with customers for a
resolution.

111. My org test
sports car, sport car:0.94690037
car wheel:0.03691614
racer, race car, racing car:0.008715895
convertible:0.0061783143
grille, radiator grille:0.00066498306

112. Einstein Sentiment
• Identify the sentiment of a prospect’s emails to trend a
lead or opportunity up or down.
• Provide proactive service by helping dissatisfied customers
first or extending promotional offers to satisfied customers.
• Use trending sentiment to identify product deficiencies and
measure overall satisfaction or dissatisfaction with your products.
• Monitor the perception of your brand across social media
channels, identify brand evangelists, and monitor customer
satisfaction.
analyze emails, social media, and text from chat to:

113. My org test

114. Image-Based Search with Einstein Vision https://www.youtube.com/watch?v=
euESuI6CEOM&index=16&list=WL
A demo in
Salesforce.com

115. Einstein Intent
• Determine what products prospects are interested in and
send customer inquiries to the appropriate sales person.
• Identify topics across unstructured text in emails, meeting
notes, or account notes to summarize key points.
• Route service cases to the correct agents or departments, or
provide self-service options.
• Understand customer posts to provide personalized self-
service in your communities.
Categorize unstructured text into user-defined labels to better understand
what users are trying to accomplish. Leverage the Einstein Intent API to analyze
text from emails, chats, or web forms to:

117. References
• www.salesforce.com
• Dreamforce 2017
• Dreamforce 2016
• Dreamforce 2015
• Dreamforce 2014
• Dreamforce 201x
• And so many many materials that I can not write in one page
• …………………………