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Salesforce Service Cloud Consultant

BSL Placement LLPBangalore

30+ days ago

Job description

Job Description :

Service Delivery & Case Management :

Configures and manages Salesforce Service Cloud for case creation, assignment, escalation, and closure.
Monitors performance dashboards and SLA adherence.
Ensures standard processes are followed for handling client queries.

Incident Management & Escalations :

Troubleshoots technical issues within Salesforce Service Cloud.

Works on escalated cases when frontline agents cant resolve queries.

Integrates Service Cloud with other tools like CTI (telephony), chatbots, or email systems to improve response workflows.

Knowledge Base & Training :

Creates and maintains Knowledge Articles within Salesforce.

Mentors support teams (production specialists) on processes and tools.

Organizes triage sessions to close skill gaps and improve first-call resolution rates.

Customer Experience Optimization :

Works with clients to design better service workflows.

Ensures multi-channel support (phone, chat, email, WhatsApp) is functioning seamlessly.

Implements feedback loops to enhance processes and client satisfaction.

Must-Have Salesforce Skills :

For a 45 year experienced candidate, look for :

Hands-on Salesforce Service Cloud implementation or administration experience.

Strong understanding of :

a. Case Management (creating, routing, escalation rules)

b. Service Console setup

c. Knowledge Base and Self-Service Portal

d. Omni-Channel Routing (chat, phone, email, WhatsApp)

Macros, Quick Actions, and Workflow Automations

SLA tracking via Entitlements & Milestones

Exposure to Live Agent Chat, CTI integration, and Einstein Bots is a plus.

(ref : hirist.tech)

Salesforce Consultant • Bangalore