Salesforce Business Analyst

Job Summary

Establish what the CRM actually does in the service of a contact — the configuration,

the agent's real workflow, and where information is lost between systems.

Key Responsibilities

● Lead Discovery Sessions: Conduct workshops, interviews, and brainstorming

sessions with business leaders to identify gaps in the existing system.

● Process Mapping: Document complex "as-is" business processes using visual

diagrams and data flows.

● Gap Analysis: Evaluate current system capabilities against business outcomes

and identify operational gaps and areas for improvement.

Estate and configuration

● Inventory the org and cloud estate — how many orgs, which clouds, licence mix,

and who owns each.

● Extract and document the metadata: objects, record types, fields, page layouts,

flows, validation rules, assignment and escalation rules, and Apex touchpoints.

● Document the case model end to end — case and record types, queues,

ownership, entitlements and milestones, closure rules.

● Establish the disposition and wrap-up taxonomy:



what is defined, what agents

actually use, and what the gap between the two implies for reporting.

● Assess field history and audit coverage — what is tracked, what is not, and what

that means for reconstructing a case after the fact.

Telephony integration and context

● Document the CTI integration in operational terms: what telephony passes to the

CRM, at what point in the contact, and on which flows.

● Measure screen-pop coverage — the proportion of contacts arriving with context

attached, and the conditions under which it fails.

● Establish whether Omni-Channel routes anything and, if so, what — and record the

consequence for reporting either way.

● Identify every point where information is dropped and re-entered by hand.

Agent workflow and data

● Walk the agent's actual path through the application for each material intent,

alongside the Lead Process Consultant.

● Attach each intent

📌 Salesforce BA (Bengaluru)
🏢 Trigent Software
📍 Bengaluru