Key Responsibilities
Configuration & Customization
Configure Salesforce Service Cloud features such as Case Management, Omni-Channel Routing, Knowledge Base, Service Console, and Macros.
Customize workflows, validation rules, and automation using Process Builder, Flow, and Apex (if applicable).
Integration & Data Management
Integrate Service Cloud with external systems (CTI, ERP, chatbots, etc.).
Ensure data integrity and manage data migration activities.
User Support & Training
Provide training and support to service teams on Service Cloud functionalities.
Troubleshoot issues and ensure smooth platform performance.
Optimization & Reporting
Develop dashboards and reports for service performance metrics.
Identify opportunities for process improvement and implement best practices.
Required Skills & Qualifications
Proven experience with Salesforce Service Cloud (minimum 4+ years preferred).
Strong understanding of Case Management, Omni-Channel, Knowledge Management, and Service Console.
Familiarity with Salesforce Flows, Process Builder, and Lightning Experience.
Experience with CTI integration, Live Agent, and Einstein Bots is a plus.
Salesforce Administrator or Service Cloud Consultant Certification preferred.
Excellent communication and problem-solving skills.
Responsibilities
Key Responsibilities
Configuration & Customization
Configure Salesforce Service Cloud features such as Case Management, Omni-Channel Routing, Knowledge Base, Service Console, and Macros.
Customize workflows, validation rules, and automation using Process Builder, Flow, and Apex (if applicable).
Integration & Data Management
Integrate Service Cloud with external systems (CTI, ERP, chatbots, etc.).
Ensure data integrity and manage data migration activities.
User Support & Training
Provide training and support to service teams on Service Cloud functionalities.
Troubleshoot issues and ensure smooth platform performance.
Optimization & Reporting
Develop dashboards and reports for service performance metrics.
Identify opportunities for process improvement and implement best practices.
Required Skills & Qualifications
Proven experience with Salesforce Service Cloud (minimum 4+ years preferred).
Strong understanding of Case Management, Omni-Channel, Knowledge Management, and Service Console.
Familiarity with Salesforce Flows, Process Builder, and Lightning Experience.
Experience with CTI integration, Live Agent, and Einstein Bots is a plus.
Salesforce Administrator or Service Cloud Consultant Certification preferred.
Excellent communication and problem-solving skills.
Salary : As per industry standard.
Industry :IT-Software / Software Services
Functional Area : IT Software - Application Programming , Maintenance
