Softcat Limited

Salesforce - Experience Cloud

Deliver citizen-first digital experiences. Build connected government interactive websites, self-service portals, and applications. Make it easy for citizens to submit forms, search knowledge, access their data and take action. Launch and adapt scaleable experiences fast using clicks or code and extend with a broad ecosystem of easy-to-use tools. SFDCS2022GC13

Features

  • Citizen profile area for individuals to update information
  • Simple, secure authentication
  • Collaboration areas to work directly with citizens
  • Integrate online Experiences into any line of business application
  • Easily brand match your current website or align with GOV.UK
  • Search for answers and provide knowledge articles and FAQs
  • Incorporate web-chat to keep citizens on low cost channels
  • No-code & Low-code declarative configuration, Open API integration, Training included
  • Complex case-flow & Kanban, Citizen centric view, Chatbots, Engagement Timeline
  • Social Collaboration, omni-channel engagement, Mobile ready, Knowledge base, Analytics, AI

Benefits

  • Service citizens in a low-cost channel
  • Encourage channel shift with easy self-service
  • Seamlessly incorporate chat and chatbot digital in-channel support
  • Deflect avoidable contact with intelligent knowledge articles
  • Reduce complex, lengthy, confusing forms with simpler, accessible, guided processes
  • Re-use the same processes for citizens and internal support staff
  • Increased adoption from easy-to-use UI
  • Integrate with legacy back office using open APIs
  • Extend processes to digitize middle office
  • Enable GDPR, CE+ compliance, align with accessibility & GDS standards

Pricing

£0.05 a unit a month

  • 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 13

Service ID

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

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 AI from einstein built-in. Functionality can be expanded as needed. Typically customers extend by adding: Service Cloud for case management, Sales Cloud for CRM and 360degree information 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
  • A standard browser, either desktop or mobile
  • Connection to the internet
  • Salesforce mobile app is available if preferred to a browser

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 1 hour 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
None or don’t know
How the web chat support is accessible
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/
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 and Premier+. 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'
  • A dedicated website called 'Trailhead' gives access to these 'Trails'
  • Each designed with a specific purpose and skill in mind.
  • Further information on Trailhead can be found here
  • https://trailhead.salesforce.com/en/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 the Advertising Studio, Predictive Intelligence or Social Studio services, to request deletion of Customer Data submitted to such service, contact marketingcloudsupport@salesforce.com. After termination of the ExactTarget service, following the 30-day period for return of Customer Data, Customer Data submitted to ExactTarget is retained in inactive status for up to 90 days, after which it is securely overwritten or deleted from ExactTarget. For Advertising Studio and ExactTarget, back-up data may be retained for an additional 6 months after deletion of Customer Data, after which it is securely overwritten or deleted. For Predictive Intelligence and Social Studio, back-up data will be deleted within 90 days of Customer Data being deleted.

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

In addition, Salesforce includes an alternate user interface mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively with detail here https://help.salesforce.com/articleView?id=accessibility_mode_enabled.htm&type=0
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, not the data itself.

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 current 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 web and application servers for additional scalability and redundancy. The multitenant application design, combined with the fastest servers and high-performance networking infrastructure available, guarantees fast performance. In addition to scaling for growth, Salesforce continually 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 publically 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 (no extras)
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
  • 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 CHECK 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
  • Encryption of all physical media
  • 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: 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.
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
  • Salesforce Connect code-free integration via OData
  • Salesforce Data Loader or third party service Dataloader.io
  • Pre-integrated ETL tools such as Mulesoft , Informatica, 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
By default, 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, as well as mutual TLS.

In addition, customers can partner with a selection of supported ISPs for a more direct connection to the Salesforce service. In the UK, BT are one such ISP. This service is known as Salesforce Express Connect.
Data protection within supplier network
  • 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, logged and monitored, and the access controls used are regularly audited for compliance with our certifications by third parties. Network security controls such as firewalls, intrusion detection, anti-malware, anti-ddos, 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. Excellent availability statistics (historically 99.9%) are critical to Salesforce's customers’ success and to the success of Salesforce as a company. Salesforce generally does not focus on a specific percentage, as we do not believe our job on availability will ever be “complete”. 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.
Outage reporting
Outage 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 very comprehensive set of authentication mechanisms that customers can chose from. These include the inherent username and password option, Single Sign-on, Social Sign-on through another application, such as google, integration with existing identity management systems a customer may have, 2 Factor Authentication, and the application can also act as a Service Provider or Identity Provider for SSO integration using SAML.
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
User-defined
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
28/01/2021
What the ISO/IEC 27001 doesn’t cover
The only ISO27001 control not included in our Statement of Applicability is A.14.2.7 - Outsourced Development. This is not covered as Salesforce does not perform outsourced system development.
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
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Binding Corporate Rules
  • Cyber Essentials Plus
  • ISO27001, ISO27017 & ISO27001
  • UK NHS DSPT
  • PCI DSS
  • SOC 1,2,3 Reports
  • C5
  • Spain ENS
  • Various Geographic credentials available on request

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/IEC 27001
ISO/IEC 27017
ISO/IEC 27018
SSAE-18/ISAE3402
PCI-DSS
UK Cyber Essentials Plus
UK NHS DSPT
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 Salesforce Security Steering 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 are required by the company’s Change Management Policy and include steps for testing, review, authorization, communication, verification, and back-out procedures. All changes to the infrastructure components are tested in a dedicated environment using production class equipment before being deployed into production. Changes are reviewed and approved by Technical Operations management prior to deployment to production.
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 analysess, 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

Fighting climate change

Fighting climate change

In 2021, Salesforce achieved net zero across its full value chain and reached 100% renewable energy. This means Salesforce has purchased enough renewable energy to match all electricity it uses globally.

Since first committing to this goal in 2013, Salesforce has been working to accelerate the global transition to clean and renewable sources of electricity with the aim for a future where renewable energy is powering the world around the clock.

Furthermore, Salesforce is on a mission to help conserve, restore, and grow 1 trillion trees by 2030.

Efforts include helping drive toward a 1.5°C future with its Climate Action Plan. Salesforce is focusing on six sustainability priorities — emissions reduction, carbon removal, trillion trees & ecosystem restoration, education & mobilisation, innovation, and regulation & policy — offering others a blueprint to accelerate their journey to Net Zero. In line with these priorities, Salesforce helped found 1t.org, a global movement to conserve, restore and grow 1 trillion trees by 2030 and launched an Ocean Sustainability Program to help protect our ocean.
Covid-19 recovery

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

Tackling economic inequality

Based on World Economic Forum’s “The Future of Jobs Report 2020,” 50% of employees will need new skills in the next five years to keep up with the technology.
More than 3 million people are already skilling up with Trailhead.
Anyone ready to take their skills to the next level can sign up for a free Trailhead account at www.Trailhead.com

Trailhead offers free learning, helping to create new pathways into tech for diverse talent. This shapes a more inclusive future.

9 out of 10 customers rely on our partner apps and experts. 70% of Salesforce implementations are led by 1 of 132,000 Salesforce experts. Our partnership ecosystem is predicted to create 9.3M jobs and $1.6T in new business revenue by 2026, according to IDC (source:https://www.salesforce.com/news/press-releases/2021/09/20/idc-salesforce-economy-2021/?sfdc-redirect=430).

Sustainable supply
Sustainability is integral to Salesforce’s procurement strategy and our supplier relationships. On Trailhead we outline our expectations of suppliers.

Our commitment to Equality extends to our supply chain. Our suppliers are critical for our success and innovation, share our values, operate with integrity, respect, and transparency.

Partnering with small businesses and diverse suppliers is not just the right thing to do; it is smart business. We seek certified diverse suppliers bringing innovation to positively impact local communities, ecosystems, and the environment.

We are active partners with diverse community-based organisations to provide development, education, and resources. We are proud members and sponsors of Disability:IN, the National LGBT Chamber of Commerce, the National Minority Supplier Development Council, the National Veteran Business Development Council, and the Women’s Business Enterprise National Council. As we expand our initiative globally, we are proud to join the Minority Supplier Development UK and Supply Nation.

Learn more: https://www.salesforce.com/company/supplier-diversity/
Equal opportunity

Equal opportunity

The Valuable 500 is a global call to action for 500 world’s most influential businesses to include disability on their agenda and end bias toward disability.
We joined the group in 2019 to create inclusive workplaces where everyone feels valued, respected and comfortable.

Equality is a core value at Salesforce. It empowers us to innovate, build deeper connections with our customers, and ultimately become a better company.

We strive to create a workplace that reflects the diverse communities around us. Together we can build a more equal workplace and world for all.

We set a goal in 2019 to have 50% of our U.S. employees from underrepresented groups by 2023. In 2020, we included additional public representation goals to continue to accelerate this work, and we’re evaluating new goals to help hold us accountable.

Our Equality Groups are employee-led organisations that build community, educate allies, and drive equality. We continue to offer recognition and compensation for globally elected Equality Group leaders. More information: https://www.salesforce.com/company/equality/equality-groups/ .

Equality Examples

New gender inclusive benefits
Transgender people face barriers and inequality — including access to healthcare. We want to help remove some of those barriers to ensure our transgender and non-binary employees can get the care they need and live as their true, authentic selves by providing critical financial and emotional support they deserve.

Equal pay
Salesforce has spent $16 million to date to ensure equal pay for equal work among its global workforce. In 2015, the company committed to investigating and addressing any gender pay gaps. Since then, Salesforce has continued to improve upon its processes and broaden the scope of assessment to include bonuses, promotions, and stock, as well as race and ethnicity in the United States, in addition to gender globally.
Wellbeing

Wellbeing

We bring mental health conversations into the workplace.
For example, our CPO Brent Hyder hosted a virtual Mental Health Town Hall for our global employee base, featuring leaders from across the spectrum talking about mental health.

We recognize that health equity concerns are especially problematic in the context of mental health. We see how the problems facing humanity such as nutrition insecurity, housing insecurity, climate action, health equity, mental health, wellbeing, and workforce development all intersect.
These are complex problems and we have to work all together towards solutions that span more than one axis.

Pledge 1% is a global movement that inspires, educates, and empowers every entrepreneur, company, and employee to be a force for good. Over 10,000 members in 100 countries have used Pledge 1%’s flexible framework to ignite half a billion dollars in new philanthropy.

Pledge 1% founding partners include Salesforce, Atlassian, and Rally, three companies that know first-hand how pledging a small portion of future success today can have an enormous impact tomorrow. In 2014, they came together with the Entrepreneurs Foundation of Colorado to accelerate a shared vision of every business around the globe integrating philanthropy into its corporate DNA. In 2016, Pledge 1% became a special initiative of Tides, a leading global philanthropic partner and non-profit accelerator.

Salesforce.org powers the purpose of people dedicated to solving our world’s biggest problems. A global community of nonprofits and educational institutions relies on our technology to help them operate effectively, raise funds, and build more meaningful relationships with those they serve.
- $1.5 Billion in technology given for free
- $23 Million in Pro Bono value to the sector in FY21
- 87% customers have improved their ability to achieve their mission

Pricing

Price
£0.05 a unit a month
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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