Key Responsibilities

- Configuration & Customization
- Configure Salesforce Service Cloud features such as Case Management, Omni-Channel Routing, Knowledge Base, Service Console, and Macros.
- Customize workflows, validation rules, and automation using Process Builder, Flow, and Apex (if applicable).

- Integration & Data Management

- Integrate Service Cloud with external systems (CTI, ERP, chatbots, etc.).
- Ensure data integrity and manage data migration activities.

- User Support & Training

- Provide training and support to service teams on Service Cloud functionalities.
- Troubleshoot issues and ensure smooth platform performance.

- Optimization & Reporting

- Develop dashboards and reports for service performance metrics.




- Identify opportunities for process improvement and implement best practices.

Required Skills & Qualifications

- Proven experience with Salesforce Service Cloud (minimum 4+ years preferred).
- Solid understanding of Case Management, Omni-Channel, Knowledge Management, and Service Console.
- Familiarity with Salesforce Flows, Process Builder, and Lightning Experience.
- Experience with CTI integration, Live Agent, and Einstein Bots is a plus.
- Salesforce Administrator or Service Cloud Consultant Certification preferred.
- Excellent communication and problem-solving skills.

📌 Salesforce Service Cloud Specialist (Hyderabad)
🏢 Quess IT Solutions
📍 Hyderabad