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The State of Salesforce 2020

1. Please provide your contact information, below. *This question is required.
5. In which region do you reside? *This question is required.
6. What is the size of your company?
7. Which best describes your role in your organization's Salesforce investments? *This question is required.
8. For how long has your organization been using Salesforce? *This question is required.
9. Which of the following Salesforce solutions do you currently use?  *This question is required.
Space Cell Currently useDon't useDon't Know
Sales Cloud
Service Cloud
Field Service Lightning
Marketing Cloud
Community Cloud
Salesforce Einstein
Salesforce CPQ
Pardot
B2B Commerce (formerly CloudCraze)
B2C Commerce (formerly Demandware)
Salesforce Platform (developer tools)
Heroku
IoT Cloud
Analytics Cloud
Health Cloud
Financial Services Cloud
Government Cloud
Anypoint Platform/Mulesoft
Salesforce1 Mobile App/Salesforce Mobile Lightning
10. Which of the following Salesforce solutions do you either plan to add to your department's Salesforce Org, or expand the use of within the next 18 months?  *This question is required.
Space Cell Add to our OrgExpand the use ofDon't Know
Sales Cloud
Service Cloud
Field Service Lightning
Marketing Cloud
Community Cloud
Salesforce Einstein
Salesforce CPQ
Pardot
B2B Commerce (formerly CloudCraze)
B2C Commerce (formerly Demandware)
Salesforce Platform (developer tools)
Heroku
IoT Cloud
Analytics Cloud
Health Cloud
Financial Services Cloud
Government Cloud
Anypoint Platform/Mulesoft
Salesforce1 Mobile App/Salesforce Mobile Lightning
11. Which of the following statements is true of your company's YoY (year over year) revenue? *This question is required.
11. How satisfied are you with the effectiveness of your digital commerce experiences to meet customer expectations? *This question is required.
11. Do you feel your company needs 24/7 support for Salesforce? *This question is required.
11. Do you have multiple Salesforce Orgs running in your organization? Check all that apply. *This question is required.
12. How satisfied are you with your ability to do the following? *This question is required.
Space Cell CompletelyVerySomewhatNot at allDon't know
Provide omnichannel commerce/retail experiences
Provide an ideal mobile shopping experience
Use customer data to create personalized shopping experiences
Accurately forecast demand and plan assortments accordingly
Deliver on your customers’ order fulfillment expectations (such as fast, affordable shipping)
Provide flexible, cross-channel fulfillment options, like in store pickup and/or return to store
12. Does your organization have plans to consolidate your current Salesforce Orgs within the next two years? *This question is required.
12.

Why are you planning to consolidate your current Salesforce Orgs? Rank in order of most important (1) to least important (5) 



  *This question is required. Note: for the following table each column is restricted to a single answer across all rows.
12345
12. Based on your organization's current use of Enterprise AI, to what extent is your company implementing or planning to implement Enterprise AI over the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source AI *This question is required.
Space Cell I don't knowWe are currently using AIWe are currently piloting AIWe are not currently using AI
Company wide implementation
Departmental implementation
Project-based implementation/experimentation
We have no plans to implement
I don't know
12. How are you and/or your IT Team/Department currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source. *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Knowledge management
Analytics & predictive intelligence for security
NLP library/SDK/API
Image recognition library/SDK/API
Autonomous cybersecurity systems
Smart Security systems
Machine learning library/SDK/API
Deep learning library/SDK/API
Developer assistance
12. Has your organization transitioned to Lightning Experience? *This question is required.
13. Is your department currently, or planning to build its own apps? If so, how?  *This question is required.
Space Cell YesWe are planning to within the next 18 monthsNoDon't Know
Salesforce Platform
Salesforce Mobile SDK
13. Compared to using Salesforce on a computer web browser, how does the Salesforce mobile app impact your productivity ? (the Salesforce1 Mobile App, also known as Salesforce Mobile Lightning)? *This question is required.
I am equally productive on a mobile deviceThere are things I wish I could do on mobile to improve my productivityIt has a negative impact on my productivity
13. How frequently do you access Salesforce from a mobile device? *This question is required.
13. How satisfied are you with the effectiveness of your Service organization to meet customer expectations? *This question is required.
13. How satisfied are you with the effectiveness of your Marketing organization to meet customer expectations? *This question is required.
13. With which of the following statements about your role do you agree?
  *This question is required.
Space Cell AgreeDisagreeI don't know
My job is more strategic than it was two years ago
My customer interactions are relationship-oriented, rather than transactional
My company views service agents as customer advocates
My company views service agents as brand ambassadors
13. Which of the following statements about your relationship with your service colleagues is accurate? Check all that apply. *This question is required.
13. How are you and/or your Sales Team/Department currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source.  *This question is required.
Space Cell Currently usePlan to useDo no plan to useDon't know
Lead generation
Lead scoring
Data input automation
Sales forecasting
Chatbot - Sales
Pricing and Quoting
Sales Content Personalization
Sales Call Analytics
Meeting scheduling
13. Does your Sales team currently use, or plan to use any of the following within the next 18 months? *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Market intelligence on customers/prospects (externally integrated)
Data insights on customers' propensity to buy (externally integrated)
Automatic surfacing of leads/opportunities most likely to close
Suggested next steps on opportunity
Alerts to key actions required on an opportunity
13. How are you and/or your Digital Commerce, Merchandising, and/or Distribution Teams/Departments currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source.  *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Personalized digital storefronts
Product recommendations
Personalized product assortments
Pricing and Promotion Optimization
Demand forecasting
Supply Chain planning
Order management and fulfillment
Analytics and reporting
13. How are you and/or your Marketing Team/Department currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI,  AWS AI / Amazon Sagemaker, or a variety of Open Source. *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Content generation
Website personalization
Email marketing
Social media monitoring
Analytics and reporting
Visual search
Quoting
Merchandising optimization
Pricing Optimization
Shelf audit/analytics
13. How are you and/or your Service Team/Department currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source. *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Chatbot
Call routing
Call intent discovery
Survey and review analytics
Voice authentication
Social listening and ticketing
Response suggestions
Customer contact analytics
Translation services
Knowledge management
Case prioritization
13. How are you and/or your Ops Team/Department currently using Enterprise AI, or plan to use it in the next 18 months? Examples of Enterprise AI: Salesforce Einstein, IBM Watson, Microsoft Azure AI, AWS AI / Amazon Sagemaker, or a variety of Open Source. *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Predictive Maintenance
Robotic Process Automation (RPA)
Manufacturing Analytics
Inventory & Supply Chain optimization
Robotics for physical processes
13. How do you spend your time doing your job? Rank in order of most (1) to least (4)  *This question is required. Note: for the following table each column is restricted to a single answer across all rows.
1234
13. Which of the following statements about your relationship with your marketing colleagues is accurate? Check all that apply. *This question is required.
13. Which of the following channels does your service organization use, or plan to use within 18 months?  *This question is required.
Space Cell Currently usePlan to useNo plans to useDon't know
Email
Phone
Social Media
Online forms
Knowledge bases
Customer Portal
Text/SMS
Messenger apps
Online chat/live support
Mobile app
Online communities/discussion forums
Video support
Voice-activated personal assistants
In-person
13. Which of the following statements are true for you? Check all that apply *This question is required.
13. Which of the following statements is true about your team of Field Service Representatives ? *This question is required.
13. Which of the following statements is true about your Field Service capabilities? *This question is required.
13. How would you describe the cross-channel coordination for each of the following? *This question is required.
Space Cell Dynamic (messages evolve across channels based on customer actions)Duplicative (identical messages are broadcast across channels)Siloed (no coordination of messages across channels)Don't know
Website
Mobile app
Mobile messaging
Video advertising
Social advertising
Social publishing
Email
Display/banner ads
Paid search/SEM
Voice-activated personal assistants
13. How satisfied are you with your ability to do any of the following?  *This question is required.
Space Cell CompletelyVerySomewhatNot at all
Use customer data to create more relevant experiences
Deliver the right message, on the right channel, at the right time
Create a shared, single view of customers across business units
Create personalized omni-channel customer experiences
13. Which Salesforce project and release management methodology does your team use if any? *This question is required.
13. Which of the following is true of your organization's DevOps strategy? And if applicable, which kind of DevOps tools apply to your strategy? *This question is required.
Space Cell Salesforce nativeThird-partyA combination of Salesforce native and third-partyDon't know
We currently have a strategy
We are considering a strategy
We are implementing a strategy in the next 18 months
We do not have a strategy
I do not know
13. Which of the following are true of your marketing organization? Check all that apply *This question is required.
Space Cell YesNoDon't know
We engage customers in real time across one or more marketing channels
We adapt marketing strategy and tactics based on customer interactions
13. Has your department realized the target ROI for its Salesforce investment? *This question is required.
14. What is preventing your organization from realizing the target ROI of its Salesforce investment? Check all that apply *This question is required.
14. What is the extent to which your Marketing Cloud is integrated with the following business systems? *This question is required.
Space Cell Completely integratedPartially integratedNot integratedOur marketing organization doesn't use this technologyDon't know
Data management platform (DMP)
Customer service systems
Loyalty/offer/booking management systems
Analytics systems
Commerce platform
ERP, or other sales system
In-store point of sale
Advertising technology
14. How important is employee satisfaction as a key performance indicator (KPI) of IT success? *This question is required.
14. How much of a priority are the following initiatives for your IT organization? *This question is required.
Space Cell Critical PriorityHigh priorityLow priorityNot a priority
Providing a 360º view of the customer
Integrating additional data sources
Projects related to digital customer experience (CX)
Projects related to digital employee experience (EX)
Transforming customer-facing technology
Improving the speed of development and release cycles
Improving the speed of application/project delivery
Improving IT collaboration with the business
Innovation for responding to current industry disruption
Innovation for competitive differentiation
14. To what extent do you agree with the following statements about how your company is enabling its nondevelopers/business users to build apps? *This question is required.
Space Cell Strongly agreeAgreeNeither agree nor disagreeDisagreeStrongly disagree
We have IT governance processes in place
We have adequate training programs in place
We provide an intuitive, business user-friendly platform for building apps
14. Which of the following Cloud Deployment Types and Models does your organization either currently use, or plan to use in the next 18 month?  *This question is required.
Space Cell Currently usePlan to useDo not plan to useDon't know
Public Cloud (Type)
Private Cloud (Type)
Hybrid of Public and Private Cloud (Type)
IaaS (Infrastructure-as-a-Service, Model)
Paas (Platform-as-a-Service, Model)
SaaS (Software-as-a-Service, Model)
14. Which is true of your company's use of each of the following Hybrid Cloud technologies?  *This question is required.
Space Cell UsingPlanning to use within the next 18 monthsNot planning to use within the next 18 monthsDon't know
Virtual Machines
Containers/Containerization (e.g. Kubernetes, Docker)
Microservices
Converged Infrastructure / Hyper-converged Infrastructure
14. For what reason(s) are you using or plan to use Hybrid Cloud providers with Salesforce? Check all that apply. *This question is required.
14. Do you plan to add, maintain, or decrease the number of external systems, applications, and data sources that your Salesforce apps connect with in the next 18 months? *This question is required.
Space Cell AddMaintainDecreaseDon't know
External Systems
Applications
Data sources
14. Describe your organization's use of the following. *This question is required.
Space Cell Currently usePlan to implement in the next 18 monthsConsidering Do not currently useDon't know
API Management platform
Integration tool (for integrating external systems to Salesforce)
Master Data Management (MDM ) solution
14. Which of the following Salesforce Platform features does your organization use, or plan to implement in the next 18 months? *This question is required.
Space Cell Currently usePlan to implementNo plans to implementDon't know
External Objects, Services, Apps
Platform Events
Salesforce Connect
Salesforce Einstein
Mobile Apps
Salesforce Shield
Lightning Experience UI
Lightning Web Components
Other
14. Which features of Salesforce Shield does your organization use, or plan to adopt in the next 18 months? *This question is required.
Space Cell Currently usePlan to adoptNo plans to adoptDon't know
Shield Platform Encryption
Bring your own Key (BYOK)
Shield Event Monitoring
Shield Transaction Security
Shield Field Archive
14. How often does your organization conduct a security audit of its Salesforce instance? *This question is required.
14. How concerned are you about data privacy and security with Salesforce? *This question is required.
14. Which of the following varieties of Salesforce Einstein does your company currently use, or plan to implement in the next 18 months?  *This question is required.
Space Cell Currently usePlan to implementNo plans to implementDon't know
Sales Cloud Einstein
Service Cloud Einstein
Marketing Cloud Einstein
Commerce Cloud Einstein
Einstein Platform Services
Einstein Discovery
Einstein Analytics
Einstein Translation
Einstein Optical Character Recognition
Einstein Prediction Builder
Einstein Predictions Service
14. How important is 5G as part of your organization's mobile employee experience strategy/roadmap? *This question is required.
14. Is your organization currently using or plan to use any of the following Blockchain technologies? *This question is required.
Space Cell Asset TokenizationSmart ContractsSupply Chain ManagementData ManagementDigital IdentityDistributed StorageOther
We are currently using
We are planning to deploy in the next 18 months
We are considering
We are not currently using
I don't know
14. How satisfied are you with the effectiveness of your IT organization? *This question is required.
14. What are the plans for your Salesforce budget in the next 18 months? *This question is required.
14. How does your organization enable you to adopt Salesforce and/or new Salesforce functionality? Check all that apply. *This question is required.
15. What are the three AppExchange apps you and/or your team find most valuable?
16. Are you open to being contacted for future publication opportunities? For example, being interviewed for a blog. *This question is required.