Salesforce Service Cloud Specialist

Job description

Job Title : Salesforce Service Cloud Specialist

Desired Experience- 3+ years

Job location

Job Summary :

We are seeking an experienced Salesforce Service Cloud Specialist to enhance our customer service capabilities through Salesforce Service Cloud and advanced AI-driven solutions. This role requires hands-on experience in Service Cloud, Field Service, and the implementation of features such as Co-Pilot chatbot and Einstein AI.

Key Responsibilities :

• Configure, customize, and deploy Salesforce Service Cloud, including features like Case Management, Knowledge Base, Service Console, Omnichannel, and Einstein AI.
• Design and implement chatbot solutions (e.g., Co-Pilot) to improve customer interaction and automate support functions.
• Implement Field Service functionalities, including technician scheduling, on-site support, and resource management.
• Gather and analyze business requirements, collaborating with stakeholders to develop efficient Salesforce Service Cloud solutions.
• Experience in Knowledge set up and experience cloud set up.
• Develop and maintain dashboards, analytics, and reports to track customer support performance, leveraging AI-driven insights.
• Optimize and support AI-driven Service Cloud features, including Einstein bots, predictive analytics, and recommendation engines.
• Troubleshoot and resolve Service Cloud issues and provide technical support to end-users.
• Stay current with Salesforce releases, Service Cloud enhancements, and AI-driven functionalities, recommending improvements as needed.
• Provide training, documentation, and support to end-users on Service Cloud, Field Service, and AI features.
• Hands on experience in Apex, Visualforce, and Lightning Components for customization and development.
• Hands on experience with API integrations and third-party applications.
• Hands-on knowledge of Salesforce configuration, customization, and automation tools (e.g., Flows, Process Builder).

Qualifications :

Good to Have :

Role :   Software Development - Other

Industry Type :   IT Services & Consulting

Department :   Engineering - Software & QA

Employment Type :   Full Time, Permanent

Role Category :   Software Development

Education

UG :   Any Graduate

Education

Bachelor of Dental Surgery (B.D.S), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Social Work (B.S.W), Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch), Bachelor of Music, Bachelor of Science (B.Sc), Bachelor of Interdisciplinary Studies, Bachelor of Health Science, Bachelor of Education (B.Ed), Bachelor of Music Education (B.M.E.), Bachelor Of Technology (B.Tech / B.E), Bachelor in General Studies (BGS), Bachelor in Hotel Management (B.H.M), Bachelor of Liberal Arts (BLA / ALB), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Business Administration (B.B.A), MBBS, Bachelor of Applied Science (BAS), Bachelor Of Pharmacy (B.Pharm), Bachelors of Law (B.L / L.L.B), Bachelor of Commerce (B.Com), Bachelor Of Computer Application (B.C.A)

Skills Required

Service Cloud, Lightning, APEX, Sales Force