Salesforce Service Cloud Consultant

The Salesforce Service Cloud Consultant improves customer service with Service Cloud solutions. This role designs case management and self-service tools for satisfaction.

The Salesforce Service Cloud Consultant specializes in implementing and optimizing Service Cloud solutions to improve customer service operations, efficiency, and satisfaction. This role designs case management, knowledge base, self-service, and field service solutions tailored to organizational needs. Key Responsibilities: Conduct discovery sessions to understand service processes and requirements,Design and implement Service Cloud solutions including case management, queues, and escalation processes,Configure knowledge bases, communities, and self-service portals,Implement omni-channel routing and service console applications,Develop service level agreements (SLAs) and entitlement processes,Create macros, quick text, and productivity tools for agents,Design service reports and dashboards for performance tracking,Train service teams on Service Cloud features and best practices,Stay current with Service Cloud capabilities and updates,Required Skills: Salesforce Service Cloud Consultant Certification,4+ years of experience implementing Service Cloud solutions,Understanding of customer service operations and best practices,Experience with contact center technologies and processes,Knowledge of knowledge management and self-service principles,Strong business process analysis and design skills,Excellent communication and stakeholder management abilities,Experience in customer service operations or management (preferred)