Job Description
- Experience Required: 4–8 years of hands-on experience configuring and customizing Salesforce Service Cloud.
Responsibilities & Requirements
- Experience with Salesforce Lightning, including Aura Components and LWC (Lightning Web Components).
- Collaborate with business stakeholders to gather requirements and propose scalable solutions for robust Service Cloud applications.
- Leverage standard Service Cloud functionality wherever possible and customize only as per business needs.
- Design and develop solutions that comply with Salesforce best practices, enterprise standards, and operational guardrails.
- Strong understanding of web services (SOAP, REST), security models, integration patterns, and methods.
- Proficiency in HTML, CSS, and JavaScript for UI customization.
- Experience in Service Cloud implementation, configuration, data migration, and integrations with external systems.
- Expertise in Case Management, Omni-Channel Routing, Knowledge Base, Service Console, and Entitlements.
- Design and implement service processes, including automation using Flows, Process Builder, and OmniScripts.
- Familiarity with Einstein Bots, Live Agent, and Field Service Lightning for advanced service capabilities.
- Experience in reporting and analytics using Salesforce Reports, Dashboards, and Service Cloud-specific KPIs.
- Design and/or build integrations between Service Cloud and third-party applications or data sources.
- Exposure to Health Cloud, Salesforce CDP, and Experience Cloud is an added advantage.
- Google CCAI experience or a strong willingness and capability to learn it.
- Excellent communication and verbal skills.
Certifications (Required)
- Salesforce Service Cloud Consultant
- Salesforce Administrator
- Salesforce Platform Developer I
Nice to Have- Salesforce Advanced Administrator Certification
Key Skills
Salesforce Service Cloud, Lightning, Aura, LWC, Apex, Flows, OmniScripts, SOAP, REST APIs, Integration, Case Management, Omni-Channel, Knowledge Base, Service Console, Entitlements, Einstein Bots, Live Agent, Field Service Lightning, Reports, Dashboards, Health Cloud, CDP, Experience Cloud, Google CCAI.
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