DL
Senior Salesforce Service Cloud Consultant
Diverse Lynx India
Location not stated
Hybrid
Senior
1 week ago
- Salesforce Service Cloud
- Service Cloud
- Salesforce
- Agile
- REST API
- SOAP
- MuleSoft
- Boomi
- Informatica
1 week ago
Role Overview
We are seeking an experienced Salesforce Service Cloud Consultant with strong expertise in designing and implementing customer service solutions. The ideal candidate should have hands-on experience with core Service Cloud capabilities, service process optimization, and enterprise integrations.
Experience
6+ years of Salesforce experience
3+ years of hands-on Salesforce Service Cloud implementation experience
Experience working in Agile delivery environments
Customer-facing consulting experience preferred
Key Responsibilities
Service Cloud Implementation
Design and implement Salesforce Service Cloud solutions aligned with business requirements.
Configure and manage:
Entitlements Management
Milestones and SLA tracking
Case Management
Queue Configuration and Queue Mapping
Omni-Channel Routing
Assignment Rules and Escalation Rules
Knowledge Management
Email-to-Case and Web-to-Case
Service Console
Macros and Quick Text
Reports and Dashboards
Service Process Design
Define and implement service workflows and support processes.
Configure SLA management and escalations using Entitlements and Milestones.
Design efficient case routing strategies using Queues and Omni-Channel capabilities.
Optimize agent productivity and customer service operations.
Integrations
Design and support Salesforce integrations with external applications.
Experience with:
REST APIs
SOAP Web Services
Platform Events
Middleware tools such as MuleSoft, Boomi, or Informatica
Third-party customer service and enterprise applications
Troubleshoot and resolve integration-related issues.
Senior Salesforce Service Cloud Consultant · Diverse Lynx India