Salesforce Service Cloud Consultant

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.