Core Platform Ownership & Governance
- Own platform standards (naming conventions, metadata strategy, field hygiene, deprecation, duplicate management) and drive continuous improvement across org(s).
- Manage environments and releases (sandboxes, UAT, change migration), coordinating with Product and Engineering for smooth deployments and minimal disruption.
- Administer users, Permission Sets/Groups, roles, and access policies; maintain org security posture and audit readiness.
- Configuration, Automation & Data Quality
- Design and build scalable solutions using Flows (record‑triggered, screen, scheduled), Lightning App Builder, dynamic forms/actions, validation rules, formulas, and layouts.
- Create and evolve Reports & Dashboards to provide actionable insights for Sales, Service, and Leadership.
- Establish data quality controls (picklists, validations, required fields, duplicate rules) and steward remediation plans.
- Agentforce / Service Cloud (Service Excellence)
- Configure and optimise Agentforce Console workspaces for efficiency (tabs, utility items, keyboard shortcuts, macros, Quick Text).
- Implement best‑practice Case Management: Omni‑Channel routing, assignment/escalation rules, SLAs/Entitlements, queues, email‑to‑case, and Knowledge integration.
- Enable Digital Engagement channels (chat/messaging)
- Partner with Service leadership to track and improve KPIs (first contact resolution, handle time, backlog, CSAT) via dashboards.
- Salesforce AI (Einstein & Agentforce AI)
- Configure and govern AI‑assisted service productivity features (e.g., case summaries, recommended replies, auto‑classification/triage) with appropriate guardrails.
- Collaborate with Product/Data to identify AI use cases, define acceptance criteria, monitor quality, and drive ethical, secure AI adoption.
- Measure AI impact (time saved, accuracy, adoption), iterate configurations, and champion best practices with end‑users.
- Integrations & Data Exchange
- Work with integration teams to design robust data flows via Salesforce APIs Platform Events, External Services, and connected apps.
- Support troubleshooting across integrated systems (e.g., marketing automation, data platforms, ticketing) and ensure data integrity across domains.
- Contribute to integration documentation, error handling standards, and monitoring routines.
- Security, Compliance & Risk
- Leverage platform audit capabilities (Login History, Setup Audit Trail) and contribute to incident response/root‑cause analysis.
Nice to have) Familiarity with Salesforce Shield (Event Monitoring, Field Audit Trail, Platform Encryption).
- Deliver demos, quick guides, and in‑app prompts; champion accessibility and UX simplicity across Lightning pages and screen flows.
- Run office hours, gather feedback, and translate pain points into a prioritised backlog with the Product Owner.
- Adoption & Enablement
- Deliver demos, quick guides, and in‑app prompts; champion accessibility and UX simplicity across Lightning pages and screen flows.
- Run office hours, gather feedback, and translate pain points into a prioritised backlog with the Product Owner.