DL
SF Service cloud- QA
Diverse Lynx India
Location not stated
4 months ago
- Salesforce Service Cloud
- Service Cloud
- triage
- Test Automation
- Jira
- Agile
4 months ago
The Senior QA Analyst – Salesforce Service Cloud is responsible for ensuring high-quality delivery of Salesforce Service Cloud implementations, focusing on customer service workflows, case management processes, and agent productivity solutions.
The role drives end-to-end quality assurance across Service Cloud functionalities including Case Management, Omni-Channel Routing, Service Console, Knowledge Management, and integrations. The analyst ensures that all business requirements are validated thoroughly, defects are minimized, and releases meet defined quality benchmarks.
This role requires close collaboration with business stakeholders, product owners, developers, and support teams to ensure scalable, stable, and efficient Service Cloud solutions aligned with business objectives.
Key Responsibilities
Test Strategy & Execution
- Define and lead QA strategy for Salesforce Service Cloud implementations and releases
- Design and execute functional, regression, UAT, and end-to-end test cases
- Ensure traceability across requirements, test cases, and defects
- Identify critical test scenarios aligned to customer service workflows
- Validate core Service Cloud functionalities:
- Case Management lifecycle
- Omni-Channel routing and work assignment
- Service Console usability and configurations
- Knowledge articles and search functionalities
- Entitlements and SLA tracking
- Perform end-to-end validation of service workflows and agent journeys
- Validate integrations with external systems (APIs, third-party tools)
- Ensure data validation across objects, workflows, and automation
- Drive defect identification, triage, and prioritization processes
- Perform root cause analysis and define reproducible defect scenarios
- Ensure defect closure and regression validation across releases
- Identify gaps in test coverage and implement improvements
- Track and report quality metrics and defect trends
- Contribute to test automation initiatives and frameworks
- Execute automation-supported regression suites
- Use tools such as Jira, Test Management tools, and API testing tools for quality delivery
- Participate in Agile ceremonies (Sprint Planning, Stand-ups, Retrospectives)
- Collaborate with developers during design validation and sprint execution
- Ensure adherence to QA standards and governance frameworks
- Provide QA inputs for release readiness and risk assessment
- Mentor junior QA team members and enforce best practices
- Provide technical guidance on Salesforce Service Cloud testing
- Drive continuous improvement in QA processes
SF Service cloud- QA · Diverse Lynx India