Service Cloud
Minimum 5+ years of work experience in Salesforce.com Projects
Key Skills & Responsibilities:
- Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients.
- Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.
Core Expertise (Service Cloud Focus):
- Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.
- Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations.
- Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts.
- Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction.
Development & Integration Skills:
- Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions.
- Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange.
- Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts.
- Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements.
Deployment & Data Management:
- Responsible for deployment lifecycle management using Copado and Change Sets.
- Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools.
Agentforce & Conversational AI:
Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization.
Experience in building, configuring, and deploying bots to handle common service requests, including:
- Designing conversational flows and dialog management
- Integrating bots with backend systems via APIs
- Enabling seamless handoff between bots and live agents via Omni-Channel
- Leveraging NLP capabilities for intent recognition and customer interaction automation
- Continuous improvement of bot performance using analytics and feedback loops
Other Skills:
- Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.
- Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
- Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration.
- Effective team player with the ability to work efficiently under pressure and within tight deadlines.
- Excellent communication and stakeholder management skills.
Certifications (Preferred):
- Salesforce Certified Service Cloud Consultant
- Salesforce Administrator / Platform Developer certifications