Salesforce Service Cloud Specialist

4 days ago

Hyderabad Bengaluru Pune, India Kk Software Associates (Global) Private Limited Full time

Job Description 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

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