Salesforce Service Cloud Implementation

Business problem

Implement Salesforce Service Cloud for connectnow business for the following features:

• Email to Case
• Lightning Service Console
• Previous Cases & Interactions
• Case Management
• Security & User Profiles
• Tasks & Activities
• Case Queue Assignments
• Email Templates
• External Connect Integrations
• Reports & Dashboards
• Exception Management
• Collaboration Tools (Chatter)
• QA Workflows
• API Integrations
• SLAs/Milestones
• Tableau Integrations

What I did

I managed end-to-end program delivery and investment case for Salesforce Service Cloud:

• Governance and Project Management
• Risk Assessments
• User Story gathering and process design
• Change Management
• Training Delivery
• Implementation and Stabilisation