Tech UpdatesNovember 2019 Edition

Technology Communications & Readiness

Forward-Looking Statements

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 proved 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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.

November 2019 Topics

Product Innovation● CORRECTION: Lightning Experience Critical

Update Will Activate in Jan. 2020

Infrastructure Improvements● Salesforce Core: Upcoming Instance Refreshes:

NA32, NA53, NA60● Salesforce Core: Best Practices for Infrastructure

Maintenances● Salesforce Core: Instance Refresh Events &

Resources● Commerce Cloud Database Upgrade

System Maintenances● Salesforce Core: Site Switches ● Salesforce Core: Continuous Site Switching● Salesforce Core: Salesforce IP Addresses &

Ranges● Salesforce Core: Plan around your Preferred

Maintenance Windows● Trust Notifications

Feature Retirements● New Feature Retirement Monthly Digest● Upcoming Feature Retirement list●

At-a-glance

Product Innovation

CORRECTION: Lightning Experience Critical Update Will Activate in Jan. 2020

If you’ve been preparing your org and users for the critical update, be confident that the update’s delay isn’t related to Lightning Experience and you’re safe to enable it now.

We provide a number of tools that automate and speed up the transition process, including the Lightning Experience Transition Assistant. You can also visit the Lightning Now Trailblazer Group to get answers from Lightning Experience experts.

We previously notified you that we would activate the critical update within 48 hours of your org getting the Winter ‘20 release. The “Turn on Lightning Experience” critical update will now activate for all orgs within 72 hours of January 7, 2020.

Why was the Critical Update delayed?As part of our release process, we conduct rigorous testing and build in multiple checkpoints to ensure quality. We discovered a potential technical issue unrelated to Lightning Experience that could impact your general experience with the Winter ‘20 release. To prioritize customer success, we’re applying an abundance of caution and delaying some post-release activities, including the Lightning Experience critical update.

See the Turn on Lightning Experience critical update FAQ for more details.

Infrastructure Improvements

To prepare for your organization’s continued growth and to keep system performance at expected levels, we occasionally perform an instance refresh that upgrades the infrastructure supporting your instance in our data centers.

Which instances are being refreshed and when?● NA32, NA53, NA60: January 19, 2020, 03:00 – 07:00 UTC

Following this type of maintenance, you will be on new infrastructure and your instance name will change. Read on to learn more about the new instance names, and about how to prepare for your instance refresh.

Upcoming

Instance Refreshes

● January 19, 2020, 03:00 – 07:00 UTCTarget instances will be announced at least six weeks before○ NA32 ○ NA53 ○ NA60

REMINDER: your new instance will have the same release schedule and standard system maintenance windows as your current instance. And if you’re subscribed to Trust Notifications for your current instance, you will automatically be subscribed to both new instances. After the instance refresh, you may then unsubscribe from the instance not applicable to you.

Check your email communication to confirm your new instance name. After learning what your new instance name is, please continue to follow best practices and avoid hard-coded references.

Instance NamesCurrent Instance & Destination Instance

My Domain Documentation

Updating Hard-coded References

What are the Salesforce IP

Addresses & Domains to Whitelist?

Preferred Salesforce

Maintenance Schedule

Best Practices for Salesforce Core Infrastructure Maintenances

Enable My Domain

Replace Hard-coded References

Plan around System

Maintenance Windows

Whitelist Salesforce

IPs

*Last updated on July 16, 2019* Details on slide: Salesforce IP Addresses & Ranges

For more information, we encourage you to review the following resources:

● Watch the recording of the webinar, How to Prepare for Your Instance Refresh

● Read over the Instance Refresh Maintenance article and attached checklists

● Collaborate with others on the Trailblazer Community with the topic #MyRefresh on the Official: Salesforce Infrastructure group

Additional Resources

Instance Refresh & Resources

The Commerce Cloud Database Upgrades will be on hold for the holidays and is scheduled to resume early 2020. The project kicked off in May 2019. APAC upgrades completed in May 2019.

The database upgrades will occur on a POD (Point of Delivery) by POD basis in two phases. Each phase will require one planned maintenance on a weekday as described below:

● Secondary Instance Group phase: This phase involves upgrading the database supporting all secondary instance groups (sandboxes) on the associated POD (approximately three hours).

● Primary Instance Group phase: This phase involves upgrading the database supporting the primary instance groups (production, staging, and developer instances) on a POD (approximately five hours from 2:00 a.m.– 7:00 a.m. local POD time)

Verify you have created a maintenance page & reschedule any realm activities scheduled to complete during your primary instance group (storefront) maintenance.

Key Contacts should subscribe to Status.io. See the Commerce Cloud Database Upgrade Initiative article for more information. *We intend to notify all customers of their maintenance window at least 30 days in advance.

At-a-glance

Commerce Cloud Database Upgrade Initiative

Marketing Cloud info now available at https://status.salesforce.com/

With the change, you will be able to leverage several Trust Site features such as:● System status history● Forward-looking maintenance calendar● Trust Notifications● Localized content● Security and Compliance information

The new site will provide more detailed transparency into the status of specific Marketing Cloud services, such as Marketing Cloud Login, Marketing Cloud Core Service, Marketing Cloud REST API, and Marketing Cloud SOAP API.

Previous Marketing Cloud site (https://trust.marketingcloud.com) was retired and will redirect to new Status page.

At-a-glance

Marketing Cloud Integrated into Salesforce Trust Status Page

Service Delivery (fka Infrastructure) Got questions? Join the Conversation!

Join the conversation with fellow Salesforce admins, IT sponsors and architects!

Major topics include: Instance or data center wide changes, IP range changes, Certificate changes, TLS Disablement

Links to resources like:Infrastructure Dreamforce Sessions, Infrastructure Overview & Best Practices

System MaintenancesREMINDER: Planning your major Salesforce-dependent initiatives around system maintenance windows is a Salesforce best practice.

Important ActionsA. Subscribe to Trust Notifications to know when site switches are scheduled.B. Follow Salesforce infrastructure best practices by not restricting access to

Salesforce IP ranges, removing hard-coded references, and by setting your DNS timeout value to five minutes (default setting).

C. Salesforce orgs with Live Agent should avoid hard-coded references as this can impact Live Agent availability post-site switch. However, if hard-coded references to API endpoint URLs to Live Agent are necessary, make sure these are update after any site switch.

D. If you need to view your email logs after a site switch, request for your email logs prior to the maintenance window.

At-a-glance

Each Salesforce instance is built and maintained in two geographically separate locations. An instance is actively served from one location (the active site) with transactions replicating in near real-time to the other completely redundant location (the ready site). During a site switch, we switch the active and ready sites. To see when your next scheduled site switch is, look at your instance’s maintenance schedule on Trust.

For more info review the article, Site Switching Overview

Site Switches for Salesforce Core

Active!

Ready!Active Instance

ApplicationServers

ProductionDB

Cluster

StandbyDB

Cluster

Data Guard Replication

Ready Instance

ApplicationServers

ProductionDB Cluster

StandbyDB Cluster

Data Guard Replication

EncryptedAsync

Replication

At-a-glance

Continuous Site Switching entails switching each Salesforce instance to its ready site approximately once every six months for maintenance, compliance, and continual improvement of disaster recovery capabilities.

For more information, review the Continuous Site Switching article.

NOTE: We recommend subscribing to Trust notifications for the most up-to-date information regarding Site Switches. See the Trust Notifications slide for more information.

Continuous Site Switching for Salesforce Core

Active!

Ready!

Visit our Trust Site for more details on when your site switch is

scheduled:

https://status.salesforce.com/products/Sales_Cloud/maintenances

Subscribe to Trust notifications for the most up-to-date information about

your site switch.

Salesforce System Maintenance Schedule Plan your maintenance around the Salesforce Maintenance windows

System Maintenance Description Typical Activities Comments

Sustaining the Infrastructure supporting Salesforce Services

Security, Availability and Performance changes

Confirmed maintenances posted on Trust.com Maintenance CalendarScheduled for the first and third weekends (Saturday or Sunday) of every month.

Instance Pacific Time UTC During Standard Time

UTC During Daylight Savings Time

NA40, NA42, NA46, NA47, NA49, NA50, NA51, NA52, NA56, NA57, NA58, NA59, NA63, NA69, NA72, NA74, NA75, NA76, NA77, NA78, NA80, NA86, NA87, NA88, NA90, NA92, NA93, NA94, NA95, NA96,

NA99**, NA109, NA111, NA112, NA113, NA114, NA115, NA116, NA129, NA130, NA141, NA142, NA146, NA154, NA155, NA196

Sunday, 12:00 a.m. – 4:00 a.m. Sunday, 08:00 – 12:00 Sunday, 07:00 – 11:00

Other NAx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

EU14, EU15, EU17, EU18, EU19, UM3, UM4, CS80, CS81, CS82, CS83, CS84, CS85, CS86, CS87, CS88, CS89, CS100, CS101, CS102,

CS105, CS106, CS107, CS108, CS109, CS110Saturday, 2:00 p.m. – 6:00 p.m.

22:00 Saturday – 02:00 Sunday

21:00 Saturday – 01:00 Sunday

Other EUx, UMx Saturday, 7:00 p.m.– 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

AP4, AP5, AP6, AP7, AP8, AP9, AP14, AP15, AP22, AP28, CS5, CS6, CS31, CS57, CS58, CS72, CS73, CS74, CS75, CS76, CS115, CS116,

CS137, CS151, CS152

Saturday, 7:00 a.m. – 11:00 a.m. PSTSaturday, 8:00 a.m. – 12:00 p.m. PDT

Saturday, 15:00 – 19:00 Saturday, 15:00 – 19:00

AP0, AP3, AP20, AP21Saturday, 8:00 a.m. – 12:00 p.m. PSTSaturday, 9:00 a.m. – 1:00 p.m. PDT

Saturday, 16:00 – 20:00 Saturday, 16:00 – 20:00

Other CSx Saturday, 7:00 p.m. – 11:00 p.m. Sunday, 03:00 – 07:00 Sunday, 02:00 – 06:00

★ Preferred Salesforce Maintenance article

★ How is my Org Impacted during Maintenance? article

★ Salesforce Trust Site - Opt-in for Notifications!

Key ResourcesTip: Bookmark these!

What are Trust Notifications? Trust Notifications are near real-time email notifications regarding incidents and maintenances posted to our Trust site, https://status.salesforce.com, that are available to all customers and allow you to control your own subscription settings.

Examples of maintenances that we’ll send Trust Notifications for include: ● Site Switches● Instance Refreshes● Release Maintenances● Emergency Maintenances● Incidents

Review the Trust Notification User Guide to learn more about Trust Notifications.

Trust Notifications Trust Notifications - Self-subscribe

Feature Retirements

What’s changing?

To make it easier for you to find all Feature Retirement-related information in one place, we have launched a new Salesforce Feature Retirement monthly digest. This consolidated view is now your single point of communications about all upcoming retirements that impact your Salesforce orgs. Each retirement listed will be accompanied by a link to an article about the retirement and its date.

At-a-glance

New Feature Retirement Monthly Digest

Retirement End Date Article

Live Offers12/30/2019 Learn More

Campaign Approvals1/31/2020 Learn More

Microsoft Dynamics 2011 Connector

1/30/2020 Learn More

Einstein Discovery Classic

2/1/2020 Learn More

Content Packs2/1/2020 Learn More

Agent Console Tab2/7/2020 Learn More

Desk.com3/13/2020 Learn More

SalesforceIQ CRM3/13/2020 Learn More

Retirement End Date Article

GroupConnect LINE API

3/31/2020 Learn More

Legacy Folder Sharing 6/1/2020 Learn More

Salesforce Mobile Web Experience

6/1/2020 Learn More

Legacy Transaction Security

6/1/2020 Learn More

Customizable Forecasting

6/30/2020 Learn More

Open Commerce API (OCAPI) legacy versions 7/1/2020 Learn More

Data.com7/31/2020 Learn More

Skype for Salesforce 10/1/2020 Learn More

Apex:flash 10/1/2020 Learn More

Upcoming Feature Retirements

Retirement End Date ArticleLightning Platform

Legacy API versionsJune 2021 Learn More

Pardot Leadeck 10/1/2020 Learn More

Pardot Legacy Email Plugins

10/1/2020 Learn More

CPQ Legacy versions 11/1/2020 Learn More

Original Territory Management Module

6/30/2021 Learn More

Steelbrick Billing (InvoiceIt)

1/1/2022 Learn More

Live Message Contract End Date Learn More

SOS Contract End Date Learn More

Retirement End Date Article

Upcoming Feature Retirements

● 16 Breakout and Theater Sessions aligned to this year’s theme: “Service Delivery for Customer Success”.

■ Best Practices for Continuous Innovation on the Salesforce Platform

■ How to Optimize Lightning Performance (plus a customer success story, Accenture)

■ Allegis Group's Automated Testing Journey

■ Rolling Out Lightning with High Performance & Availability at Schneider Electric

■ How to Assess the Lightning UI and Optimize for Performance

■ Making your org Enterprise Grade: Scalability & Performance

■ Best Practices for Continuous Innovation on the Salesforce Platform

● 10 one-hour workshops with Salesforce experts covering high availability and performance topics

26 Technology Sessions @ DF19

View all sessions