Puja B.

Working on the implementation of a Customer Service Solution on Experience Cloud B2C Portal, leveraging expertise in Service Cloud and user experience design. Designing automated Salesforce Flows, streamlining workflows and reducing manual efforts by 40%, leading to enhanced customer engagement. Developing a knowledge base system, improving case resolution time by 30% through optimized article access and AI-powered recommendations. Configuring case allocation, routing, and escalation processes, ensuring high-priority cases are routed through omni-channel and resolved efficiently. Developing dashboards and reports to monitor customer interactions, case history, and service efficiency. Administering the community portal and User Management, managing user conversions, Salesforce Security & Permissions, approvals, and content moderation.

Designed and implemented Flow for real-world business cases, learning Screen Flow, Record Triggered Flow, and Auto Launched Flow. In the discovery phase, created user stories for automation, mapped flow requirements, and designed screen, trigger, and auto-launch flow solutions. In the customization phase, designed new flows based on discovery solutions, captured user input via screen flow for emailing customers, and managing notifications for managers and customers with record triggered flows. In the Testing phase, created test records and evaluated flows using discovery acceptance criteria.

Developed custom objects, validation rules, and lead management processes to optimize business operations. Implemented opportunity tracking dashboards and automated case assignment/escalation rules. Designed and tested various Salesforce Flows, including record triggered automation and user-driven workflows.