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Softcat Limited

Salesforce Lightning Service Cloud

Transform customer service with a single view of a customer's activity and tools for field service, messaging, bots, voice, social service and AI in workflow. Work faster and more productively across all channels on one platform making customer service frictionless, improving your efficiency and customer satisfaction whilst reducing costs. SFDCS2024GC14

Features

  • Multi-channel contact centre serving citizens in their channel of choice
  • Powerful analytics capabilities allowing for real-time BI and MI reporting
  • No-code & Low-code declarative configuration, Open API integration, Training included.
  • Built on the proven Salesforce Platform facilitating agile development
  • Open, API first allowing for easy integration (SOAP and REST)
  • Web chat, Social and Mobile out of the box
  • Complex case-flow & Kanban, Citizen centric view, Chatbots, Engagement Timeline.
  • Extensive knowledge base, proactively suggesting articles internally and externally
  • Social Collaboration, omni-channel engagement, Mobile ready, Knowledge base, Analytics, AI
  • Complete case management solution for your entire organisation with AI

Benefits

  • Reduce costs by increasing first call resolution
  • Increase customer satisfaction - serve citizens in their preferred channel
  • Speed deployment using point and click configuration
  • Deliver user focused solutions rapidly, via agile methodologies
  • 360 degree view of the citizen via any channel
  • Increased adoption from easy-to-use UI
  • Integrate with back office using free APIs
  • Extend processes to digitise middle office
  • Provide call agents scripts to support training
  • GDPR & CE+ compliant

Pricing

£48.97 a unit

  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 8 5 7 4 1 5 6 9 1 9 1 3 0 4

Contact

Softcat Limited Charles Harrison
Telephone: 01628 403403
Email: psitq@softcat.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Salesforce services are all modular and pre-integrated with Einstein AI built-in. Functionality can be expanded as needed. Customers extend by adding Einstein Analytics to: Service Cloud for case management, Sales Cloud for CRM and 360degree view, and Marketing Cloud for engagements and customer journeys. Further information here https://appexchange.salesforce.com/ and https://www.salesforce.com/uk/products/
Cloud deployment model
Public cloud
Service constraints
Key considerations (further detail in our Supplier Terms) As Salesforce is multi-tenant, there are 'governor limits' which prevent resources from being monopolised by any single organisation. NB though these limits exist it's rare for customers to be impacted, and even more unusual for our current Public Sector customers. In the unlikely event of a need to increase, limits can be extended with various add-ons separately listed. Hitting a limit is often a sign of an underlying design flaw. Please make yourself aware of these limits at this link https://developer.salesforce.com/docs/atlas.en-us.210.0.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/salesforce_app_limits_features.htm A user’s password may not be shared with any other individual.
System requirements
  • Connectivity to the Internet
  • A standard browser, either desktop or mobile
  • Salesforce mobile app is available if preferred to a browser
  • Appropriate bandwidth, https://help.salesforce.com/articleView?id=000004958&type=1

User support

Email or online ticketing support
Email or online ticketing
Support response times
Every Salesforce service includes support as standard. The lowest level relies on the Salesforce user community for responses and has a response time of 2 business days, this can be reduced to 15 minutes with the appropriate upgrade in your support plan. https://www.salesforce.com/content/dam/web/en_us/www/cloud-services/documents/premier-success-plans-datasheet.pdf
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Salesforce has not conducted usability studies to verify that the online chat function works effectively with screen reading and other assistive technology. However, the services have been assessed against the WCAG 2.1 standards and existing customers have conducted testing and are using the Salesforce Webchat capability in live services.

Details of our compliance with WCAG 2.1 AA accessibility standards for our web chat products are described in our VPAT statements available here: https://www.salesforce.com/company/legal/508_accessibility/
Onsite support
Yes, at extra cost
Support levels
Every Salesforce service includes community-based support. This can be enhanced with guaranteed response times through Premier Success. For more critical applications we provide Signature Success which provides Salesforce staff with a knowledge of a specific customers applications and configurations and an initial response from your designated support team in as little as 15 minutes, with personalised updates every 30 minutes.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Salesforce provides an amazing immersive self-learning environment available called “Trailhead” for anyone who would like to have an engaging and interactive way of learning about salesforce. It is an online and free to use learning environment available here: https://trailhead.salesforce.com/

In addition, Salesforce's Customers for Life is designed to help customers be successful and get up and running quickly. A dedicated group is available for new customers to engage by asking questions, giving feedback, and sharing experiences. this also includes 'Getting Started Webinars', 'Getting started resources', 'Salesforce Tech-lounge for new customers' and 'getting started live Q&A' further detail available at https://www.salesforce.com/success-gettingstarted/
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Salesforce also provides free online courses, referred to as 'Trails'
End-of-contract data extraction
There are a number of options available for customers to extract their data from the service, either during the contract or when the contract ends. We encourage customers to export their data during their contract on a periodic basis to maintain a local copy of their salesforce database, rather than wait until the end of the contract These options include: The Weekly Export Service – export data from the service on a periodic basis via a zip file containing .csv files over a TLS link. Export data over the API via an integration or middleware solution. A comprehensive Salesforce exit strategy paper is available on request.
End-of-contract process
After termination of all subscriptions associated with an environment, Customer Data submitted to the Covered Services is retained in inactive status within the Covered Services for 120 days, after which it is securely overwritten or deleted from production within 90 days, and from backups within 180 days.
Physical media on which Customer Data is stored during the contract term is not removed from the data centers that Salesforce uses to host Customer Data unless the media is at the end of its useful life or being deprovisioned, in which case the media is first sanitized before removal. This process is subject to applicable legal requirements.

Within 30 days post contract termination, customers may request return of their respective Customer Data submitted to the Covered Services. Salesforce shall provide such Customer Data via downloadable files in comma separated value (.csv) format and attachments in their native format.

For more information on Data Deletion period upon contract termination, Please refer "Deletion of Customer Data" section of the Security, Privacy and Architecture Documentation for the respective services available on the Trust and Compliance site: https://trust.salesforce.com/en/trust-and-compliance-documentation/

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The capability of Salesforce via a browser and on a mobile device, via either a browser or the native Salesforce1 App is broadly similar. However, there are some subtle differences as described here: https://help.salesforce.com/s/articleView?id=sf.limits_mobile_sf1_parent.htm&type=5 Note that the salesforce browser UI can also be accessed on many mobile devices.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The interface is a modern and intuitive design, with help functions throughout. The interface can be configured as required

In the platform, it is easy to modify applications to unique requirements. Use the metadata framework and point-and-click tools, custom user interfaces, modify data models, create and edit application business logic and processes. Configuration to modify objects, fields, validation rules, workflow, security settings, formulas, and more without code.

Some functionality is beyond the constraints of a metadata framework. For such cases, developers can create needed functionality in open-ended development environments, using toolkits for most of the common programming languages, or Apex.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Salesforce is committed to providing applications accessible to all. This includes users working with assistive technology, such as speech recognition software and screen readers. Salesforce follows international best practices in Section 508 of the Web Content Accessibility Guidelines and strives to meet WCAG 2.1 Level AA.

A third party has assessed and documented the accessibility status of Salesforce core products in the VPAT documents published here: https://www.salesforce.com/company/legal/508_accessibility.jsp
API
Yes
What users can and can't do using the API
For developers changing the system, two APIs are applicable for managing customizations and for building tools that can manage the metadata model.

The Tooling API is specifically designed to help developers build IDE apps for salesforce, while the metadata API is for more general purpose configuration migration. The metadata API is allows for migrations, , including retrieve, deploy, create, update, or delete customisations for your Salesforce instance amd migrate changes from testing to production; the Tooling API gives developers a platform for debugging, code coverage, auto complete, and more.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Point-and-click configuration: The Salesforce platform makes it easy to modify the functionality of Salesforce applications to meet your unique requirements. Working with the metadata framework and a series of simple point-and-click wizards, you can design custom user interfaces and modify the structure of the data model and the application’s business logic. Configuration enables organisations to modify objects, fields, validation rules, workflow, security settings, formulas, and much more without the need for code.

Customise with code: Although point-and-click configuration with the Salesforce platform is the fastest and easiest way to customise, some functionality is beyond the constraints of a metadata framework. For such cases, developers can create needed functionality in open-ended development environments, using toolkits for most of the common programming languages, or Apex.

Scaling

Independence of resources
The daily transaction average for our platform is regularly 6 billion, consistently at sub 250ms response time within the Salesforce environment. Within each logical system, we use load balancers to distribute load among multiple availability zones for hyper-scalability and redundancy. The multitenant application design, combined with the fastest servers and high-performance networking infrastructure leveraged from the public cloud, guarantees fast performance. In addition to scaling for growth anywhere, Salesforce strives to improve the average response time of our services and to back up our claims, full details of transaction volumes and response times are reported in real-time at https://status.salesforce.com/

Analytics

Service usage metrics
Yes
Metrics types
The service includes various metrics to monitor usage and adoption of the service, for example, last login, login duration etc. For Infrastructure detail metrics are available at https://trust.salesforce.com website provides performance and availability information for the entire service. For specific metric monitoring and for more in-depth detail customers can extend capability through the use of Event Monitoring. For example - which applications are being used, by whom, how are they being used, when, where from and are there performance issues? This data can be used to improve adoption, security and performance of the application.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Salesforce

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Classic Encryption: native Salesforce application feature which can be used to encrypt specific custom fields. There is no additional cost for this, but it does impact some application functionality.
More information here: http://sfdc.co/FieldEncryption

Platform Encryption: allows customers to encrypt data stored through Salesforce such as: files and attachments, certain standard and custom fields, and use an advanced key management system. It uses native strong, standards-based encryption. Controls help to protect data, which include the use of derived data encryption keys and customer-controlled key rotation, generation, and destruction process. Available for an additional cost.
More information here: https://help.salesforce.com/s/articleView?id=sf.security_pe_concepts.htm&type=5
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Multiple options are available for ad hoc data export or regular backup:
Direct Export - into csv/Excel files from a list view or report. Commonly utilised by end users.
Salesforce Data Loader - a free tool for importing/updating/exporting data.
Salesforce API - export via APIs at any time.
Weekly Export Service - to csv files.
Backup & Restore - our native data recovery service: https://www.salesforce.com/products/platform/solutions/data-security/backup-restore-data-recovery/
Partner Tools - pre-integrated third party tools like Mulesoft or OwnBackup.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
  • Out of The Box import via the open standard API
  • API export in open standards such as XML and OData
  • API also support bulk export and upload
  • Pre-integrated ETL tools such as MuleSoft etc.
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Out of The Box import via the open standard API
  • API imports in open standards such as XML and OData
  • API also support bulk export and upload
  • Pre-integrated ETL tools such as MuleSoft etc.
  • Salesforce can also store content in any flat file format.

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Customers connect to the service over the public Internet with all transmissions between the user and the Salesforce Services secured using TLS 1.2 or higher and encrypted using 256 or 128-bit encryption. The Services use International/Global Step Up SSL certificates with 2048-bit Public Keys. Web Service callouts can be secured using TLS, and mutual TLS.

With the Private Connect service, customers can deploy API integrations between Salesforce and AWS that are privately routed and avoid public internet traffic.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Customer data is protected within the Salesforce service through a mature, standards-based defence in depth security architecture. Logical and physical access is strictly controlled and monitored and the controls used are in scope for the various security certifications the company has, and audited regularly by third parties. Controls such as firewalls, intrusion detection, anti-malware, file integrity monitoring are augmented with extensive monitoring to provide a robust prevention, detection and response model. Internal and external, as well as third-party vulnerability scanning and application penetration testing are also in place.

Availability and resilience

Guaranteed availability
The Salesforce Services are designed with the concept of continuous improvement and Trust (e.g. Availability, Performance and Security) in the infrastructure. Salesforce uses commercially reasonable efforts to make its on-demand services available to its customers 24/7, except for (minimal) planned downtime, for which Salesforce gives customers prior notice, and force majeure events. This service leverages Public Cloud region, and uses multiple availability zones. This pattern allows services to withstand up to two different zonal faults and continue to be available. Live and historical statistics on Salesforce system performance are publicly published at: https://trust.salesforce.com/en/#systemStatus, and further detail can be shared upon request and NDA
Approach to resilience
To maximise availability, the service is delivered using a world-class data centre infrastructure consisting of a primary production data centre, a full capacity secondary data centre for hosting the service provided to customers.The infrastructure utilises carrier-class components designed to support millions of users. Extensive use of high availability servers and network technologies, and a carrier-neutral network strategy help to minimise the risk of single points of failure, and provide a highly resilient environment with maximum uptime and performance. More detailed information is available under NDA on request.
Outage reporting
Outages are publicised on a public portal and via email alerts. Escalation policies are established and maintained as Salesforce's goal is to rapidly restore service. In the event of an extended outage, periodic updates are provided in near real time to customers via the trust.salesforce.com dashboard site and in addition, service notifications are provided to nominated contacts via various channels such as email. Update frequency for notifications is dependent on the customer support service plan.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Salesforce has a comprehensive set of authentication mechanisms that customers can chose from. These include Multi-factor authentication, Single Sign-on, Custom Login flows, and Connected Apps. A connected app is a framework that enables an external application to integrate with Salesforce using APIs and standard protocols, such as SAML, OAuth, and OpenID Connect. Connected apps use these protocols to authenticate, authorise, and provide single sign-on (SSO) for external apps.

Salesforce provides each user with a unique username and password that they enter at each login. Administrators can configure several settings to ensure that users' passwords are strong and secure.
Access restrictions in management interfaces and support channels
Management access for service support and delivery is done through multiple layers of controls including, but not limited to, multiple 2-factor authentication, bastion host and proxy control and segregation of duties. These controls are in scope for SSAE-18 auditing and evidences through the SOC 2/ISAE3402 report. Access to the management interface for the customer to configure their salesforce environment is configured by the customer themselves. The options are outlined in the above response. Robust application design and testing ensures that users without administrative access rights cannot access more sensitive areas of the application.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
EY CertifyPoint
ISO/IEC 27001 accreditation date
January 25, 2024
What the ISO/IEC 27001 doesn’t cover
Listing of current exclusions within the ISO27001 Statement of Applicability available to view at https://compliance.salesforce.com/en/documents/a006e000010P47JAAS
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
10/01/2022
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
The available CSA STAR self-assessment covers all points in the latest CCM; version 4.02.
PCI certification
Yes
Who accredited the PCI DSS certification
Coalfire Systems, Inc
PCI DSS accreditation date
27th July 2023
What the PCI DSS doesn’t cover
No exclusions
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • ISO 27017
  • ISO 27018
  • NEN7510
  • ENS
  • SOC 1,2, 3
  • HDS Certificate
  • Data Privacy Framework (DPF) Program
  • UK Cloud Security Principles + NCSC Cloud Security Principles
  • CSA STAR
  • EU Cloud Code of Conduct

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO 27017
ISO 27018
NEN7510
ENS
SOC 1,2, 3
HDS Certificate
UK NHS DSPT
Data Privacy Framework (DPF) Program
HIPAA
Information security policies and processes
Salesforce's Information Security Management System (ISMS) and information security policies are based on the ISO 27002 framework of best practices and are ISO 27001 certified. As required by this certification, the ISMS is endorsed by Senior Management. The EVP of Security has responsibility for the information security policies and ISMS. The Trust Strategy Alignment (TSA) Committee approves/authorizes all changes to the policies, the Statement of Applicability (SoA), the information security manual, and any separate policy statements. During the ISO 27001 audit process (as well as other audits such as SOX and SSAE 16 SOC 1), Senior Management for various departments are involved in verifying that policies and procedures are in place and adhered to. Policies are reviewed/approved at least annually.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Salesforce has formal processes for placing a system into production. This procedure includes a build checklist, server hardening checklist and pre-production testing. Baseline configurations for servers, network devices, and databases are consistent with industry-accepted CIS (Center for Internet Security) system hardening guidelines. Change control procedures include steps for testing, review, authorization, communication, verification, and back-out procedures. All changes to the infrastructure components are tested in a dedicated environment before being deployed into production.

Changes to Salesforce products in pre-production and production environments and data centers, must be managed by a documented change control process and approved change management system.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability and Patch Management Program is implemented where Salesforce performs vulnerability scans on external and internal facing systems using internal scanning resources and with third-party vendors to conduct external vulnerability assessments. Internal scans are completed daily, external service providers are used to perform penetration tests prior each major release (three times annually). Commercial and proprietary vulnerability scanning tools are configured to identify vulnerabilities and measure vulnerability impact in CVSS scores. Patching is applied following a risk-based approach and SLAs while using the change management process to ensure mitigations are deployed. detail on responsible disclosure https://trust.salesforce.com/en/security/responsible-disclosure-policy/ .
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Salesforce Threat Intelligence and Detection team monitors the Salesforce services 24x7 for threats and unauthorized intrusions via the latest cutting edge technology and industry analysis, and in collaboration with the Security Incident Reponse teams. Extensive logging and monitoring is conducted across all Salesforce Services and environments (at application, network and database layers). All suspicious activities are flagged and reported to Salesforce CSIRT for investigation, management, communication, and resolution of security events and incidents in line with the NIST Incident Response model.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Salesforce has a formal Incident Management Process that guides the Salesforce Computer Security Incident Response team in investigation, management, communication, and resolution activities. Salesforce will promptly notify the customer in the event of any security breach of the Service resulting in an actual or reasonably suspected unauthorised disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact and public posting on trust.salesforce.com. Salesforce.com is a member of the prestigious Forum of Incident Response and Security Teams (FIRST) and complies with the FIRST framework and best practices for incident response.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Salesforce today has net zero emissions and has been voluntarily reporting on its greenhouse gas emissions since fiscal year 2012. Since that time, the company has continued to increase the scope of its climate action strategy by actively engaging policymakers, peers, partners, suppliers, and customers to accelerate toward a collective net zero goal. This fiscal year, we further operationalized our Climate Action Plan (https://www.salesforce.com/content/dam/web/en_us/www/assets/pdf/reports/salesforce-climate-action-plan.pdf) by adding sustainability as our fifth company value. That means sustainability plays a crucial role in the decisions we make across the company. We’re holding ourselves accountable through public commitments outlined in our Climate Action Plan and tying executive compensation to performance against that plan. As an early adopter of science-based target-setting through the Science Based Targets Initiative, we’re committed to reducing our scope 1 and market-based scope 2 emissions by 50% and to working with suppliers representing 60% of our applicable scope 3 emissions to set their own science-based targets. The market-based methodology takes into account the renewable energy we purchase as an emissions reduction. Since we achieved 100% renewable energy starting in FY22 by matching all electricity we use globally with electricity purchased from renewable sources, we have surpassed our FY31 scope 1 and 2 (market-based) science based target. At the same time, we know that even deeper absolute emissions reductions are necessary. That’s why we’ve also set a more ambitious climate target: to reduce absolute, location-based emissions (without any compensation like renewables and carbon credit purchases) by 50% by 2030, and 90% by 2040 across our entire supply chain (scope 1, 2, and 3 emissions). While we look for opportunities to directly reduce our own value chain emissions, we also engage in areas like policy, innovation, and philanthropy to support the systemic changes the planet needs.

Covid-19 recovery

Businesses are under pressure to find ways to innovate quickly, while providing seamless user experiences and increased security to accommodate the all-digital, work-from-anywhere world. At Salesforce, we have responded to our customers’ needs faster than ever. We launched Work.com in May to help organisations navigate the complexity of safe office return. It included apps for manual contact tracing, employee wellness checks, shift scheduling, employee learning platform and command centre to help leaders visualise the data and make informed decisions. We built an entirely new suite of solutions in just eight weeks."" More details: https://www.salesforce.com/news/stories/how-salesforce-built-work-com-in-8-weeks/. We also launched Vaccine Cloud in 2021 to help monitor health in the community. Returning to the office As the pandemic changed the way we work and live, we used our technology like Work.com and expertise to safely reopen our offices world-wide, and welcome our employees in a safe environment. The Salesforce's approach is more than just reopening offices, for Brent Hyder (former Salesforce President and CPO) it is ‘’an opportunity to create a workspace and an employee experience that makes us more connected, healthy, innovative and productive.’’ For more information: https://www.salesforce.com/news/stories/global-return-to-the-office-the-salesforce-approach/ Vaccine Cloud Introduced in early 2021, this cloud-based solution is designed to help organisations, workplaces, schools, and non-profits make data-driven decisions based on health status so they can open safely. Vaccine Cloud helps businesses and organisations quickly scale vaccine operations. The solution features capabilities ranging from recipient registration and scheduling to inventory management and public health outreach. Salesforce built Vaccine Cloud because legacy systems were built too simplistic to handle this epidemic Vaccine Cloud is a technology that helps: • Mitigate short-term risks and stabilise operations • Plan and orchestrate a return-to-work • Engage customers, partners, and suppliers at every-point

Tackling economic inequality

According to 2021’s IDC Salesforce Economy Study (https://www.salesforce.com/news/press-releases/2021/09/20/idc-salesforce-economy-2021/), Salesforce and its global ecosystem of partners will create $1.6 trillion in new business revenues and add 9.3 million new jobs by 2026. Salesforce is committed to not only creating new technology and career opportunities, but paving pathways to these new jobs. At the core of this commitment is Trailhead, Trailblazer Community, and our diverse workforce development programs. Trailhead’s mission is to reduce learning barriers, creating an equal and accessible pathway into the Salesforce ecosystem with free, hands-on access to skills and technology. More than 5 million people are already skilling up with Trailhead, as anyone with an internet connection can simply sign up for a free account at Trailhead.com. With the Trailblazer Community, you have a built-in, global network of Trailblazers who are there to support your growth. A Valoir survey of 700 Trailblazer Community members confirms participation helps with job placement and career growth. •60% say fellow Trailblazer Community members have helped them get a new job or promotion •80% say Trailblazer Community engagement has helped them deliver success at their company Workforce development programs include: •Pathfinder- Salesforce’s Pathfinder program empowers the next generation of Trailblazers to build their careers in the Salesforce ecosystem with free, immersive technical and business training. Pathfinder is on a mission to skill up new and diverse talent pipelines to create a more equitable workforce. Nearly 1,000 participants have graduated from the program, and many launched their careers with Salesforce customers and partners. •Salesforce Talent Alliance- works with Salesforce partners and customers to build a more diverse workforce that reflects the communities where we live and work. Over 1,000 employers globally have joined the Salesforce Talent Alliance, helping nearly 25,000 individuals start their careers in the Salesforce ecosystem since 2020.

Equal opportunity

As part of our commitment, we announced our role as one of The Valuable 500’s 13 Iconic Leaders, helping to transform businesses with a goal of closing the disability unemployment gap. As part of this designation, we publicly committed to facilitating a global jobs portal — developed by people with disabilities — to ensure greater access to opportunities and more diverse workforces. The Valuable 500 is a global call to action for 500 of the world’s most influential businesses to include disability on their agenda and end bias toward disability in business. Today, The Valuable 500 is the largest community of global corporations committed to this goal. We joined the group in 2019 to create inclusive workplaces where everyone feels valued, respected and comfortable bringing their true self to work. Our participation as an Iconic Leader is only the beginning. There is much work to be done, and we are excited to move forward on this next phase of our journey. Equality is a core value at Salesforce. We believe that businesses can be powerful platforms for social change and that it is our responsibility to further equality for all. We passionately believe in equality for all and are committed to protecting our employees and customers from discrimination. We ensure that diversity, inclusion, accessibility, and sustainability are built into our product design and company operations. Salesforce strongly supports laws and policies that protect and promote equal rights, and we oppose policies that could create, or lead to, a discriminatory environment. We’ve been deeply focused on re-imagining our hiring systems with equality at the centre. We saw significant change thanks to new initiatives like: our diversity recruiting team, a more equitable referral process, and the Insiders program, which connects candidates to employees from their community.

Wellbeing

At Salesforce, we invest in the health and wellbeing of our employees, helping them feel happy and engaged in work and in life. Camp B-Well, our holistic wellbeing program, brings together innovative and trusted health and wellbeing offerings with an added dose of fun. Combining traditional benefits with educational wellbeing content, Camp B-Well supports employees and their families around six pillars of wellbeing: nourish, revive, move, thrive, prosper, and connect. Since the beginning, Salesforce has aspired to be a different kind of company. Our founders created the 1-1-1 model, which commits 1% of our equity, technology, and employees’ time to build a more equitable and sustainable world. In FY23, Salesforce reached over half a billion dollars in all-time philanthropic giving – a total of $614 million in grants since its founding. Equity is the foundation of everything we do. Our grantees focus on initiatives that help build a more inclusive and prosperous society. We strive for all our employees to be citizen philanthropists. Our volunteering and giving programs enable our employees to become high-impact citizen philanthropists who empower the workforce of tomorrow, harness professional skills for good, and strengthen their communities. Impact is at the center of giving back, and for us, impact means creating positive change in the world by building sustainable relationships with community partners and providing needs-based support. Salesforce is a Pledge 1% founder, member, and champion. Following the 1-1-1 model that Salesforce pioneered, Pledge 1% encourages companies to dedicate any combination of 1% of time, product, equity, and/or profit to improving the world. Pledge 1% provides an easy, flexible framework for companies to address the world’s most pressing issues and help their local communities thrive.

Pricing

Price
£48.97 a unit
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Complete version limited by time only
Link to free trial
Please contact us for the current trial link or setup

Service documents

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