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 :
Bachelors degree in Computer Science, Information Technology, or a related field.Salesforce Service Cloud Consultant certification required; AI Specialist certification is preferred.Proven experience with Salesforce Service Cloud, Field Service, and advanced Service Cloud features (e.g., Co-Pilot, Einstein AI).Familiarity with customer service industry standards, best practices, and Field Service operations.Good to Have :
AI Specialist certification, demonstrating expertise in Salesforce AI tools and best practices.Experience with implementing and managing AI-driven chatbots and conversational tools, such as Co-Pilot.Knowledge of additional Salesforce Clouds, such as Sales Cloud or Marketing Cloud.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