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Salesforce B2C
Commerce
Cloud
August 2021
Thank You
Forward-Looking Statements
"Safe harbor" statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements about the company's financial and
operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, diluted earnings
per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates,
stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals and expected capital
allocation, including mergers and acquisitions, capital expenditures and other investments. The achievement or success of the matters covered by such forward-looking statements
involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions pr ove incorrect, the company’s results could differ materially
from the results expressed or implied by the forward-looking statements it makes.
The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of geopolitical
events, natural disasters and actual or threatened public health emergencies, such as the ongoing Coronavirus pandemic; the impact of foreign currency exchange rate and interest
rate fluctuations on our results; our business strategy and our plan to build our business, including our strategy to be the leading provider of enterprise cloud computing applications
and platforms; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cyc les; the competitive nature of the market in which we
participate; our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including
as a result of acquisitions; our service performance and security, including the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate
potential security breaches; the expenses associated with our data centers and third-party infrastructure providers; additional data center capacity; real estate and office facilities
space; our operating results and cash flows; new services and product features, including any efforts to expand our services beyond the CRM market; our strategy of acquiring or
making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; the performance and fair value of our investments in
complementary businesses through our strategic investment portfolio; our ability to realize the benefits from strategic partnerships, joint ventures and investments; the impact of
future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within our
strategic investment portfolio; our ability to execute our business plans; our ability to successfully integrate acquired bus inesses and technologies; our ability to continue to grow
unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights; our ability t o develop our brands; our reliance on third-party
hardware, software and platform providers; our dependency on the development and maintenance of the infrastructure of the Int ernet; the effect of evolving domestic and foreign
government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border
data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax
assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding our tax
obligations in connection with potential jurisdictional transfers of intellectual property, including the tax rate, the timing of the transfer and the value of such transferred intellectual
property; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility and
loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate change.
Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes
with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor
Information section of the company’s website at.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.

Third party trademarks are the property of their owners.

Agenda

01 Support, Release, & Product Updates

02 Holiday Planning

03 Highlights for Retail

04 Events, Webinars & Learning

05 Q&A
2021 B2C Commerce Updates
Support Updates
Release Timeline & Highlights
Retirement Notices

01
Salesforce B2C Commerce August - Release Timeline
Subject to Change
Environment Updates:

PIG - Production, Staging, & Development Instances

Phase 1 - August 10, 2021
Phase 2 - August 17, 2021

SIG – 21.9 Sandbox Preview

August 19, 2021

For more information on features from this release:

21.8 Webinar + PDF + 21.8 Digital Release Notes
 PWA (Progressive Web App) Kit & Managed
Runtime
Accelerate success with a Progressive Web App for headless commerce

Drive Revenue & Engagement

Launch a fast, mobile-optimized web experience
across all screens 60 sec
PWA Kit
Deploys
Accelerate Time to Launch
Speed time to market with a pre-built PWA that’s
customizable to your brand and needs

Offload Operational Cost & Burden

Say goodbye to infrastructure complexity and 99.99%
hosting fees with a fully managed front-end Historical
Managed uptime
runtime with 99.99% uptime Runtime

Innovate at Speed Scalability & Uptime | Security | Performance | Developer Efficiency

Test and roll out changes quickly with 60-second
deploys

Sales Service Commerce Marketing Experience Third Party

Generally Available: August 2021 Cloud Cloud Cloud Cloud Cloud Tools

Customer Success Events Calendar

Important Product Announcements:
Action May Be Required [Please watch release webinar for details]
Account Manager Security: User & Password Management
We’re enhancing B2C Commerce Account Manager security features by updating User & Password Policy to help and protect our
customers against common security threats such as phishing attacks, credential stuffing, and account takeovers. For more
information go here.
Unified Authentication Requirement for Business Manager
Commerce Cloud will enable Unified Authentication Mandatory setting by default on all B2C Commerce instances and cannot be
reversed by the administrator or the Commerce Cloud Support team.
Selective Origin Shielding (SOS) Enforcement ( B2C Commerce Selective Origin Shielding Security Updates )
Commerce Cloud will be restricting external sources from directly accessing our POD origin. By the end of September 2021,
Commerce Cloud will only allow external sources to access our platform via the Commerce Cloud eCDN.

Apache Axis Web Service Framework Retirement ( Apache Axis Retirement (salesforce.com)
As part of the 21.10 release in October 2021, Salesforce Commerce Cloud will retire the Apache Axis web service framework to
enhance security and trust on the Commerce Cloud platform. Commerce Cloud customers who are utilizing the Apache Axis
framework (webreference) will need to migrate to the Apache CXFv3 (WebReference2) framework.

Dw.crypto Weak Cryptography Retirement (Updated Cryptographic Support for B2C Commerce Cloud dw.crypto API)
With the 21.10 B2C Commerce release in October 2021, B2C Commerce Cloud is updating cryptography support for the dw.crypto
cryptography API. This change aligns the dw.crypto API to stronger cryptography standards to better protect your data.
Business Manager Analytics Retirement
On January 2022, Salesforce Commerce Cloud will no longer populate updated metrics data in the Business Manager Analytics.
Reports and Dashboards will be Commerce Cloud’s Analytics platform.
 NEW DATE

Contact Support within the Help Portal (Aug 7)

Here comes the New Experience for B2C customers!
➢ No longer enter cases at https://support-
demandware.force.com/customer
➢ Submit & manage cases through Salesforce Help
portal at help.salesforce.com

➢ Manage all Commerce Cloud product (B2C, B2B,

and SOM) and other Salesforce Cloud product
cases in one location

➢ Search related knowledge base articles using

keywords

➢ One central location to access the Trailblazer

Community, Release Notes, Trailhead, Trust Page,
and etc.

➢ Helpful resources:
○ FAQ
○ Webinar and associated deck

Go Live: August 7, 2021

Holiday Readiness

02
2021 Salesforce Holiday Shopping Predictions
Learn how pressure on the global supply chain is affecting retailers, plus four other
data-driven predictions on how the holiday shopping season is about to be
transformed.
● Prediction #1: Consumers, retailers, and suppliers will bear the
burden of rising costs
● Prediction #2: The role of the store associate will be reimagined
● Prediction #3: Prepare for a Christmas without cookies
● Prediction #4: Digital shopping season will extend beyond cyber
week — again
● Prediction #5: Consumers will splurge on experiential categories

View the blog here.

New Trailhead: Holiday Promotions
Planning with Salesforce B2C Commerce
Take this new Trailhead module to help you strategize
your promotions for this holiday season.

• Learn Lessons From Last Year

• Strategize Holiday Promotions
• Make Gifting Easy
• Promote Alternate Purchase Methods
• Check for Holiday Readiness

Take the Holiday Promotions Planning with

Salesforce B2C Commerce Trail Module Here!
New Peak and Holiday Readiness Content
Review key insights and recommendations to help prepare for your peak season

Prime Day Delivers – How Five Ways to Optimize Your How to Prevent Website
Amazon’s Holiday Tracks the Ecommerce Storefront for Downtime and Prepare for
Impact of Ecommerce on Retail High-Scale Volume Peak Traffic

This year, the halo effect had a

serious impact on sales. And of all
the product segments we track,
you’d be surprised which ones
came out on top.
Evolve your merchandising Learn the technical aspects of
What can Amazon's Prime Day strategy with the right content, how to prevent downtime and
2021 tell us about the holiday products, tone, and get your site ready for anytime
season to come? experiences. demand.

Read the full blog here Read the full article here Read the full article here
AMER Peak Readiness 2021
Get a headstart on the holidays with these key resources

B2C Commerce B2C Commerce B2C Commerce & On-Demand

Support Portal Merchandising Marketing Strategies Resources
Migration to for Success For A Seamless ● Peak Readiness
Salesforce Help Aug 19 @ 1PM EDT Experience learning on Trailhead

Aug 25 @ 1PM EDT ● Technical readiness

Our Support system will Hear from our experts on resources for
have a new home - the insights from 2020 as Learn about Commerce & developers
ensure all users who well as the key features you Marketing strategies to
need to create Salesforce can leverage to maximize employ over the holidays ● Trailblazer Community
Support cases are up to revenue during the busiest for a seamless customer forum for Q&A
date on the new process shopping period of the experience from email &
ahead of the peak season year. digital marketing channels
through to your website.

Recording and FAQ Register Now Register Now

Highlights for Retail
New E-Book
Blog Highlight
Upcoming Events

03
 Enjoy your eBook
We’re here to help you succeed on your
In this eBook, you will learn insights, strategies,
digital transformation journey and tactics on how to use Salesforce for your
digital business transformation.

Using the platform to connect all of your

touchpoints, Salesforce can help you find
customers, win customers over, keep your
customers, and connect your complex
business needs using Sales, Commerce,
Service, Marketing and more.

Download your free e-book here.

Blog Highlight
Salesforce Q2 Shopping Index – Prices Spike 11%
In Q1, we saw Global Digital Commerce Grew 58 Percent, Stimulus Checks Boost U.S. Sales.

In July, we released our Q2 Shopping Index, which reveals retail trends from April, May and June. In a recent story,
Consumer Spending Is Up as Prices Spike 11% YoY: New Data from Q2 Shopping Index, the following is shared:
“Despite less purchasing power this quarter, it’s clear that consumers haven’t been deterred from shopping online.
After a huge surge in online shopping that occurred in Q2 ’20, consumers have remained online and continued to
grow online revenue for retailers. Read the linked content to gain insight on the Salesforce perspective. Then, head
over to the Q2 Shopping Index to see the data for yourself.
B2C Commerce Events
On Demand Webinars
LEAD THE WAY WITH AN EXCEPTIONAL CUSTOMER
EXPERIENCE
These days, commerce is not just an online catalog and a cart;
Customer experience can make or break your business. How
can your company push boundaries so that you’re leading your
industry for personalized and seamless customer experiences?
How can your company use data to delight your customers and
earn their loyalty?
Watch this webinar to learn how to: leverage AI and loyalty
programs for personalized experiences on your site, discover
headless and API-driven commerce and connect more ways to
pay, better understand and communicate with business buyers
and prioritize orders based on their needs, accelerate digital
commerce growth with your sales team, and use data to
personalize the customer experience and set the foundation for
continued growth.
Watch the recording here.
COMMERCE PAYMENTS FOR MERCHANDISERS AND
MARKETERS
Originally aired on June 30th, learn how Salesforce B2C
Commerce helps marketers and merchandisers easily design
pages and experiences with clicks, not code.
See how you can launch campaigns, promotions and payments
fast.
In this recording to learn how to create promotions that
encourage ideal shopper behavior, practice different ways to
segment customers, coordinate related campaign content, and
build pages with drag-and-drop tools built for business users.
Watch the recording here.
Good to Know
Ongoing Learning
Getting Starting accelerators

04
New Trails for Learning & Enablement
Check out these new or newly updated Trailhead courses!
NEW! Salesforce Architect Trails
Learn about the focus and functions of four
types of Commerce Cloud architects.
Build Your Career as a Salesforce B2C
Commerce Architect
Which includes:
● UPDATED! Salesforce Commerce Cloud
Architect Roles – A Quick Look
● NEW! Project Documentation For B2C
Commerce Architects
NEW! Distributed Order Management
Implement Distributed Order
Management
After completing this unit, you’ll be able to:
● Describe what distributed order
management is.
● Explain the benefits of distributed order
management.
● Discuss the automated routing options
available in Salesforce Order
Management.
·
UPDATED! Salesforce Order
Management
Learn to manage, fulfill, and service orders at
scale with Salesforce Order Management.
Salesforce Order Management
UPDATED! Omni-Channel Inventory
Get near real-time insight into inventory
availability across locations.
Omni-Channel Inventory
AMER: August - B2C Commerce Getting Started Series
Customer Success Calendar

(1:00 pm EST)
17th: Page Designer (1:00 pm EST)
31st: Page Designer 12th: Onsite Marketing & Promotions
26th: Onsite Marketing & Promotions
(1:00 pm EST)
18th: Onsite Search (1:30 EST)
16th: Einstein Product Recommendations
(1:00 pm EST)
10th: Sorting Rules
(2:30 EST)
24th: Sorting Rules
20th: Product and Catalog

Footer
 Reminder! Resources to help you reach the top
B2C Learning Path - Trails, Documentation, How to Videos
compiled by topic
B2C Trailblazer Community - Post questions for and collaborate
with B2C peers and SMEs
Expert Coaching Catalog - Register for upcoming enablement
sessions
Playbooks and Additional Resources - Best practices for
operational excellence
Commerce Cloud Developer Center - Technical forum and
resource center
Write B2Csuccesshelp@salesforce.com with questions,
comments, and to receive a copy of this presentation
Thank You
Appendix
 Action
Support Migration to Salesforce Help Required!

Who: B2C Commerce Customers

What: Support is migrating from Commerce Cloud Support Portal to Salesforce Support
Where: To Salesforce Help (help.salesforce.com)
When: AUGUST 7, 2021 UPDATED
Why: This new Support experience offers streamlined navigation as you manage your support needs across
clouds. It gives you more personalization, expanded support channels and enhanced security to create a
seamless support experience.
Action Required:
1. Update your bookmarks to use the Salesforce Help portal to submit a case (help.salesforce.com).
2. Create or update your Trailblazer.me login*
a. If you already use Salesforce Help for product support or Trailhead, you already have a Trailblazer.me
profile. Just verify that the email address you associated with Account Manager is connected to your
Trailblazer.me profile. Check this setting at https://trailblazer.me/settings
b. If you access support on the current Commerce Cloud Support Portal (https://support-
demandware.force.com/customer/login), but don’t have a Trailblazer profile, create a Trailblazer.me
account by using the email address associated with Account Manager. Details are included in the email
communication sent on June 24th. Your SM can resend if needed.
c. If you aren’t in Account Manager but want to access Commerce Cloud Support, contact your Account
Manager Administrator to make sure to be added as a user.

*If you need instructions for Trailblazer.me, please ask you SM

resend the email communication sent on 6/24/2021.
Webinar: B2C Commerce Support Portal Migration
Live webinar on July 1st | Recording available below

Overview
Come join the Commerce Cloud Product Operations and Commerce Cloud B2C Commerce Support team
as they introduce the Salesforce Help system that will be the new location for Commerce Cloud B2C
customers and partners to create, edit, and manage their B2C Commerce support cases. They will walk
through the what and why of this migration and what customers and partners will need to know to
successfully use this new system.
Agenda
● What is the Commerce Cloud Support Portal Migration to Salesforce Help?
● Why are we doing the migration?
● What is the timeline?
● Customer Experience Webinar Recording Now Available:
● Current & Future Experience
● Partner Experience ● Video
● If I have questions where do I go? ● Deck
● Additional Resources
Please review the recording and slide deck
to learn more about this migration
SLAS Enhancement: Trusted Systems on behalf of
Shoppers
SLAS = Shopper Login & API Access
Internal Systems
➢ Trusted Systems are applications logging in on behalf of
shoppers that access and modify shopper data, such as
profiles, cart, orders, etc.
○ Internal System: Community Cloud App, Salesforce
Order Management System, etc.
○ External System: Social Media Apps (FB, Instagram,
Pinterest, etc), 3rd Party Ecommerce systems, etc

➢ Expanding SLAS service capabilities by introducing new

APIs to support access to trusted systems on behalf of
shoppers
○ Internal Trusted System - A client credential grant that
accepts a C2C JWT in the token endpoint that contains
the correct tenant and scope
■ SLAS Client ID scope: ts_internal_on_behalf_of
○ External Trusted System - A client credential grant for a
SLAS API Client with Basic Auth Header of
clientID/secret and a particular SLAS role or scope
enabled
■ SLAS Client ID scope: ts_external_on_behalf_of
External Systems

Generally Available: August 2021

Selective Origin Shielding (SOS) Enforcement
Pre-Holiday Security Requirement
In an effort to better protect our customer's data and to improve the B2C Commerce platform's security and availability, Comm erce Cloud will be
restricting external sources from directly accessing our POD origin. By the end of September 2021, Commerce Cloud will only a llow external
sources to access the B2C Commerce platform via the Commerce Cloud eCDN.

Starting June 2021, Commerce Cloud will begin blocking external traffic from directly accessing the B2C Commerce PODs for all new customers.
All traffic that does not originate from the Commerce Cloud eCDN will be impacted. This change will reject all calls accessin g production and
development instances that are made using direct POD IPs or if using hostnames in the ‘dot’ format for demandware.net (ie.
production.xxx.demandware.net or the dwgin hostname dwgin.production.xxx.demandware.net).

Customers will need to review their current implementation for usage of any calls being intentionally made to direct POD IPs or using hostnames
in the ‘dot’ format for demandware.net (as mentioned above). These calls should be switched to leverage using their vanity ho stname
(brand.com/www.brand.com) in order to not be impacted by this change.

June 2021 August 2021 September 2021

Enforcing SOS to all newly created realms
(PRD & DEV instances). New CC customers
and new realms will reject all calls being
made to direct POD IPs and hostnames in
the ‘dot’ format for *.demandware.net
Enforcing SOS to all existing Development
instances. All development instances will
reject all calls being made to direct POD
IPs and hostnames in the ‘dot’ format for
*.demandware.net
Enforcing SOS to all existing Production
instances. All production instances will
reject all calls being made to direct POD IPs
and hostnames in the ‘dot’ format for
*.demandware.net

Enforcement date: September 2021

Apache Axis Web Service Framework Retirement
Platform Security Enhancement

What’s Happening?

As part of the 21.20 release in October 2021, Salesforce Commerce Cloud will retire the Apache Axis web service framework to
enhance security and trust on the Commerce Cloud platform. Commerce Cloud customers who are utilizing the Apache Axis
framework (webreference) will need to migrate to the Apache CXFv3 (WebReference2) framework. The Apache CXF v3 framework
is currently available within the Commerce Cloud platform and we recommend customers to migrate at anytime before October
2021.
WebReference2 is more widely used than Axis and has frequent releases and patches. However, WebReference2 does not retain
support for ‘rpc/encoded’ type of messages and thus RPC support will be removed as part of the depreciation process. Customers
who are using rpc/encoded messages with Axis, may require additional efforts to convert the messages to either the rpc/literal or
document type messages in addition to migrating to WebReference2.
What happens if customers don’t migrate to CXFv3 (WebReference2) by October 2021?

Web service calls leveraging AXIS (webreference) will fail to compile and run, impacting third-party integrations and potential
product service availability.

Retirement date: October 2021

Dw.crypto Weak Cryptography Retirement
Platform Security Enhancement

With the 21.10 B2C Commerce release in October 2021, B2C Commerce Cloud is updating cryptography support for the dw.crypto
cryptography API. This change aligns the dw.crypto API to stronger cryptography standards to better protect your data. If you don’t update
deprecated cryptography methods before the release, then you may experience disruption to environments, including impact to
customizations.
What happens if customers don't make any changes by October 2021?

If you don’t update deprecated cryptography methods by October 2021, your environments, including production instance(s), cou ld be
disrupted. Any customization using dw.crypto may break if the cryptography is no longer supported, which could impact overall functionality
and implementations leveraging the cryptographic offerings of dw.crypto.

How to Prepare for the Changes

● Review logs in the Log Center for WARN messages indicating use of cryptography set for deprecation. You can search for “is
obsolete and has been deprecated” to view which API calls are affected and review related log messages. For more information on
these messages and how to identify impacts, see the accompanying Knowledge Article.
● Update your current implementation to adopt the more secure encryption supported by B2C Commerce Cloud updates to
dw.crypto. Migrate and update your current implementation using the new dw.weakcrypto API. Use this option if you determine
the data that you are attempting to protect doesn’t require stronger cryptography based on your use cases.

Retirement date: October 2021

Bot Prevention
Summary of improvements to customer bot enablement
Commerce Cloud eCDN & WAF
Maintain control and configurability with security tools, behavioral analysis, and
large globally dispersed network

Best Practices for Hype and High Volume Sales

New best practice documentation for high volume sale strategy and bot prevention
● 10 Steps for Launching Successful Flash Sale
● Traffic Management for Hype Sales
● Caching Strategies for B2C Commerce

Origin Shielding Improvements (21.8 Release)

Improvements to control of storefront origin and security tooling enablement

Bot Partner Enablement

Improved LINK ecosystem partner enablement for choice and additional bot
management protections

Account Takeover Notification for Shoppers Pilot

Pilot customer notification for detection of account takeover attempts for shopper