Salesforce Service Cloud Developer / Admin

Job Description

We are looking for a Salesforce Service Cloud professional responsible for implementing, configuring, and supporting Service Cloud features that enhance customer service operations. The candidate should be able to translate business needs into technical configurations and scalable solutions within Salesforce.

Responsibilities :

Participate in discovery sessions to capture business service processes and translate them into Salesforce solutions.

Configure Service Cloud components including Case Management, Email-to-Case, Web-to-Case, Knowledge Articles, Macros, and Quick Text.

Set up Omni-Channel routing, Service Console, and Entitlement Management.

Customize using Apex, Triggers, Lightning Components (LWC), and Flow Builder.

Manage integrations between Salesforce and third-party systems (CTI, Chat, etc.).

Troubleshoot issues and optimize system performance.

Collaborate with cross-functional teams (Sales, Marketing, IT) to align service processe

Requirements

Proficiency in Salesforce Service Cloud configuration and customization.

Experience with Omni-Channel, Case Escalation, Entitlements, and SLAs.

Working knowledge of Reports & Dashboards, Data Loader, and Change Sets.

Familiarity with Service Process KPIs and reporting for customer support metrics.

Requirements

We are looking for a Salesforce Service Cloud professional responsible for implementing, configuring, and supporting Service Cloud features that enhance customer service operations. The candidate should be able to translate business needs into technical configurations and scalable solutions within Salesforce.