Salesforce Service Cloud Consultant

About the Company

Our client is an IT Services & Consulting firm based in India, collaborating with global customers on advanced technology solutions and digital transformation projects.

Job Responsibilities

• Design, configure, and maintain Salesforce Service Cloud applications aligned with business needs.
• Implement case management workflows, including assignment and escalation rules, to streamline service operations.
• Manage Omni-Channel routing and customize the Service Console to enhance agent productivity.
• Create and sustain Knowledge articles, automate service processes using Salesforce Flows, and other automated tools.
• Provide support throughout testing phases, handle system deployments, and resolve any production-related issues efficiently.

Candidate Requirements

• Proven expertise in configuring Salesforce Service Cloud solutions.
• Experience implementing case management systems, assignment criteria, and escalation protocols.
• Working knowledge of Omni-Channel routing, Service Console configuration, and Salesforce Flows automation.
• Basic familiarity with Knowledge Management systems, Entitlements, and managing Milestones.

Eligibility Criteria

Open to any graduate interested in specializing in Salesforce Service Cloud consultancy.