Field Service Case Management
Resume:
Nikhila M **********@*****.***
LinkedIn: linkedin.com/in/nikhila-m-6500a7245
Professional Summary:
Having 11 years of Salesforce experience and lead experience in the areas of Analysis, Design, Development, Coding, Testing and Support of enterprise level applications in Financial, Service domains.
Have good experience in CRM functionality of Sales, Service, Experience, Revenue, Marketing, Banking, Insurance, Finance, Retail, Ecommerce, CPQ and Field Service Lightning (FSL) domains.
Experience with leveraging the Salesforce platform and OmniStudio Framework, in analyzing, designing, and optimizing business processes using OmniStudio (Vlocity) and Integration technologies.
Experienced with Lightning web components end-to-end design and implementation for lightning applications and Experience builder community pages.
Experienced in working across various SFDC implementations covering Sales Cloud, Service Cloud, Communities Cloud (Experience Cloud), Vlocity Health, and Insurance domains.
Worked on reusable components and on lightning events with parent and child components communications.
Creating Lightning Apps combining Lightning Design System, Lightning App Builder and Lightning Aura Component features.
Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.
Experience in Salesforce technologies such as Apex Classes, Triggers, Schedule, Batch Classes, Visualforce Pages, Lightning Components, Java Script.
Extensive hands-on experience in the Vlocity OmniStudio and Vlocity Insurance products.
Experience in building the data model for the Salesforce CRM projects.
In-depth experience in CRM business processes like Forecasting, Campaign Management, Lead Management, Pipeline Management, Order Management, Account Management, and Case Management.
Experience in developing client-specific solutions on force.com platform by writing Apex Custom & Extension Controller, which is being invoked from Visualforce and Lightning Components.
Created a new Lightning Web Components and worked on replaced existing Aura components with the LWC and visual force pages migration to LWC.
Experience in developing Asynchronous apex and making callouts to external application from Batch and Triggers.
Good experience in integrating Salesforce with external systems using Apex SOAP and REST web services and using tools like MuleSoft and using Lightning Data Services (LDS) to create, updates or deletes records.
Experience with Screen flows, record-triggered flows and scheduled flows. Worked on workflows and process builders migration to the flows.
Extensive experience in configuration of Custom Objects, Custom Fields, Validation Rules, Custom Tabs Profile based Page Layouts, Workflow Alerts, Global Actions, Quick Actions and Approval Processes.
Extensive hands-on experience on Vlocity OmniScripts, Dataraptors, Classic Cards, Flex Cards, Calculation Matrices, Calculation Procedures.
Implemented Salesforce service cloud management and opportunity management (Case management, Product and Price book, High volume customer portal, Partner portal, Visualforce sites) for business support.
Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.
Worked on Sales cloud with Accounts, Contacts, Cases and Solutions to generate towards developing business.
Optimize and improve the overall runtime of omniscripts, Dataraptors, and integration procedures utilizing best practices.
Worked with team members for full-cycle projects, such as developers, to complete consulting projects on time, and deliver outstanding consulting services to salesforce.com clients.
Experience in Sales cloud, Service cloud, and Marketing Cloud, Chatter and App Exchange applications.
Having administration experience on CRM applications like data exports & and imports, application supports security administration, maintenance, and user &security management
Hands on experience on Vlocity Document Generation Process for Quote and Policy from client side and server side.
Experienced with Production support incidents management. Worked with business users to resolve some of the incidents. Utilized Services Now for Incident communications.
Experience with CLM Contract Life cycle management and CPQ for multiple domains.
Experience with Conga templates and Conga composer. And app exchange products like Limits monitor and Barcode
Experience with CICD Deployment process utilizing Copado, Bitbucket, GitHub, Jenkins, source tree, Visual Studio, with branching strategies.
Experience with marketing cloud Automation studio, journey builder, Email studio, Data extension, SMS, and push notifications.
Strong experience in Agile and Waterfall methodologies.
Certification:
•Certified Salesforce ADMINISTRATOR
•Certified Salesforce PLATFORM DEVELOPER I
•Certified Vlocity OmniStudio developer
Education:
Bachelors in mechanical engineering from Osmania University 2007-2011
Masters in information technology from California University of Management and Sciences 2016-2017
Technical Skills:
CRM Tools:
Salesforce.com, Sales Cloud, Service Cloud, Chatter, Communities, Service Console.
Salesforce Technologies:
Lightning Web Components, Aura components, Vlocity OmniStudio (OmniScript, Dataraptor, Integration Procedure, Calculation Matrix, Calculation Procedure, Flex cards), Apex, SOQL, SOSL, Visualforce (Pages & Components), marketing cloud Automation studio, journey builder, Email studio, Triggers, APEX, SOQL, Workflow Rules, Validation Rules, Lightning Process Builder, Lightning App Builder, Batch Apex, Schedulable Apex, SOAP and REST API, Test Methods, Salesforce, Data Loader and Reports & Dashboards.
Programming Languages:
C, Java, HTML, XML, CSS, JavaScript, jQuery.
Web Services:
REST and SOAP API
Salesforce API Tools:
Force.com Migration Tool (ANT), Force.com IDE Eclipse
Data migration Tools:
Apex Data Loader, Workbench, Custom Import wizard, ETL Tool.
Deployment Tools:
Change Sets, Force.com IDE, Force.com Migration Tool (ANT), Jenkins.
Version control systems:
GitHub
Other Tools:
Microsoft Office, Microsoft Visio, JIRA, Rally.
Professional Experience:
New Hampshire Department of Health and Human Services May 2024 –Present
Role: Sr. Salesforce Vlocity developer
Department of Health and human Services (DHHS) is the largest agency in New Hampshire state government, responsible for the health, safety and well-being of the citizens of New Hampshire. DHHS users would be able to register and report an event. There are two salesforce communities, which have been built one for Health services and one for Safety. State eligibility validations are achieved with Vlocity OmniScripts. Any user can register and report a complaint using the community. Internal team would manage the user's credentials, licenses, state validations etc.
Roles & Responsibilities:
Developed an interactive OmniScript to guide new customers through the onboarding steps.
Developing self-service portals using public sector solutions that allow users to track the status of their requests, interact with government services.
Developed Vlocity OmniScripts, Dataraptors, Integration Procedures and lightning components for custom work.com application.
Created an OmniScript that leads users through a series of steps, including information collection, document uploads, and consent forms.
Used DataRaptor to pull in existing customer data from legacy systems and external databases.
Implement data validation rules in Omni Scripts to ensure high data quality and prevent errors.
Creating POCs for the complex requirements and showcasing to the product owner for getting the approval for the task to go ahead and implement them.
Incorporated conditional logic to tailor the onboarding flow based on user inputs.
Customize portal to ensure they meet the stringent compliance, Healthcare Systems & Standards and security standards required in the public sector (e.g., FedRAMP, FISMA, HIPAA).
Implemented Apex, Visualforce, Lightning Components, Lightning Web Components, Salesforce Flows, Process Builder, and Lightning App Builder in health cloud.
Built Lightning Components to enable healthcare professionals to track patient health data and care history in real-time.
Responsible for conducting the code reviews and reviewing the Vlocity OmniScripts and Dataraptors developed by peer team members.
Configuration and/or customization of public sector solutions to build and deliver Salesforce solutions that meet business requirements.
Used Salesforce standard objects Public Complaints, Complaint case, Cases, Account, Contacts and the Omnistudio managed package runtime.
Utilized public sector solutions to Implement Salesforce features such as Service Cloud, Community Cloud, and Analytics to enhance service delivery.
Perform Analysis, coding, testing, debugging, implementation, and documentation.
Created workflows of varying complexity leveraging the Salesforce Public Sector Solutions data model platform.
Created tables, data models, dimension models utilizing Informatica ETL tools.
Manage organization-wide defaults, configuring permission sets, establishing role hierarchies, writing workflow rules.
Perform platform configuration (objects, fields, page layouts, etc.), creating reports and dashboards, and data management.
Worked on Salesforce Community cloud on creating an interface to engage with customers and service technical resources.
Developed lightning flows for sending scheduled email for critical reports everyday till 30 days.
Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.
Minimized code in JavaScript Controllers by adding reusable functions in Helper Component.
Implemented Salesforce Lightning Components for a small set of users within the organization.
Used lightning Process Builder to overcome complex workflows, which easily automates the business process in a new visual presentation.
Developed tasks, emails and alerts to trigger via workflows to track customer related tasks and activities.
Responsible for maintaining the security controls for not leaking one agency data to another by making all the objects private for external users.
Responsible for building the platform events as we have the security controls for external users.
Developed tasks, emails and alerts to trigger via flows to track community portal user activities.
Deployment of Vlocity OmniScripts, Dataraptors, Integration Procedures, Flexcards, and Calculation Procedures using IDX Workbench.
Initiate the deployment to the higher environments through Copado. Monitor the deployment closely for any errors or issues.
Use Copado’s rollback features if any problems occur during deployment.
Environment: Community Cloud, Platform Events, Lightning Web Components, OmniScripts, Dataraptors, Integration Procedures, Apex Language, Aura Components, Lightning Experience, Apex classes and Controllers, SOQL, SOSL, Scrum, Custom objects, Custom fields, Web Services (REST), Copado, Visual Studio Code IDE.
USAA, Plano, Tx Dec 2021 – April 2024
Role: Sr. Salesforce Vlocity developer
This project is to create new custom application and portals for the insurance domain using Salesforce Lightning, lightning web components, and OmniStudio (Vlocity). Enhancement and maintenance of service cloud for different teams and users with Lightning App Builder. Integrated salesforce with third party system to meet business flow using REST API.
Roles & Responsibilities:
Developed Custom app on salesforce.com platform to enable the sales team personnel to easily access and share the data.
Responsible for building lightning web components, Vlocity OmniScripts for custom application.
Extensive hands-on experience in the Vlocity OmniStudio and Vlocity Health/Insurance products.
Developed a portal for healthcare providers to manage patient data, appointments, and medication lists on Salesforce Health Cloud.
Enhanced the existing portal functionality and moved to community cloud for more functionality including chatter, employee portal, customer portal, channel sales community, and customer support Community cloud.
Communicated and collaborated with other technical resources and stakeholders regarding status, technical issues, and creative solutions.
Automated the process of issuing emails within public sector solutions portal about the status of applications and permits, reducing manual work and wait times.
Leveraged Salesforce REST API to enable seamless data flow between Salesforce and legacy or third-party systems commonly used in the public sector.
Troubleshoot and resolve complex issues related to plans, data privacy, or public sector processes.
Developed and manage systems for processing, tracking, and reporting on insurance grants and plan details, helping ensure transparency in the allocation and distribution of resources.
Building complex and reusable components using OmniStudio (Vlocity).
Developed UI for the different departments using Lightning Web Components.
Created different kinds of flows (Automated flows, Screen flows). Configure Salesforce Sales Console app and to help support reps work more efficiently.
Worked on the Sales Cloud features like lead creation, lead conversion, account, opportunity, quote creation.
Automated sharing rules whenever there is a new change in Sales teams instead of using an Apex trigger.
Customizing Salesforce Health Cloud applications, including modifying page layouts, creating reports, and adjusting security settings.
Collaborated with senior developers to integrate Health Cloud with internal patient management systems and external healthcare platforms.
Developed automated workflows using Salesforce Process Builder and Flow to streamline administrative tasks for healthcare professionals.
Created card components for the users to register, account creation and login to the portal using LWC.
Added Lightning Component to Lighting Pages and Record Pages and worked on Apex classes, Visualforce Pages, Controller classes and Apex Triggers for various functional needs in the application.
Created email templates and inbound emails using Visual force for the clients and mainly for the customers.
Created new components in Lightning to add functionality to existing Visualforce pages using Lightning Out of box functionality.
Optimize and improve the overall runtime of omniscripts, Dataraptors, and integration procedures utilizing best practices (Vlocity).
Worked on pub sub modules to communicate between LWC components along with API decorators.
Worked on Web Services like REST API to integrate Salesforce with internal applications within the organization.
Developed custom lightning component bundles - writing component, lightning controller, helper, CSS, and design.
Triggered interface events by user interactions, which includes Lightning Component framework and also involved in building Lightning Components using the aura framework.
Created Aura based Components, Attributes, Controllers which can be compatible to access through Lightning App builder.
Customization of public sector solutions to build and deliver Salesforce solutions that meet business requirements.
Worked with Aura Framework, by adding Aura attributes and Aura Handlers for Events to focus on logic and interactions in Lightning Applications.
Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.
Responsible for developing the Objects and creating Vlocity OmniScripts/dataraptors.
Setup, maintain and optimize Email marketing campaign utilizing Exact Target/Salesforce Marketing Cloud.
Work with Asset Management marketing team, internal staff and production team to plan and execute development cycle.
Integrated with Salesforce by using Marketing cloud connector (V5).
Configure salesforce and marketing cloud integration user along with configuration in salesforce.
Done the previously written OmniScript (Vlocity) refactoring due to performance issues.
Strong understanding of Salesforce standard objects and Apttus CPQ application.
Configure in Salesforce.com CRM to facilitate Apttus implementation.
Experience in Apttus CPQ, LDAP and Integration with Share point.
Executed workbench and data loader to verify Product/Pricing staging data in SFDC/CPQ.
Experience with CPQ for subscription, billing, invoicing and can take control of sales process from Quote to Cash.
Expertise in customizing standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports (Summary reports, tabular reports, Pie charts) and Dashboards and Report folders for different user profiles as per the requirements.
Created lookup and master-detail relationships on objects and created junction objects various advanced fields like Picklist, fields dependencies, Custom Formula, approval process, sharing rules for automated alerts, field updates and Email generation.
Daily administration and support of Salesforce, including configuration updates to security, sharing rules, profiles, roles, custom & standard objects, fields, record types, page layouts, complex workflow rules, Process Builder, Visual Workflow, reports/dashboards, and validation rules.
Creation and update of roles, profiles, sharing rules, permission sets and field level security.
Implemented Security and Sharing rules at Object Field and Record levels for different users in the organization.
Written Apex Test Classes and targeted around 85% of code coverage and unit tested before migrating from Sandbox to Production environment.
Worked closely with QA, UAT & Production team and given demos to test in various environments before deployed in production environment.
Environment: Salesforce.com Platform, Aura, Lightning Experience, Lightning Web Components, Marketing cloud, CPQ, Apex classes and Controllers, Data Loader, REST, SOQL, SOSL, Scrum, Service Cloud, Custom objects, Custom fields, Web Services, Visual Studio, Change Sets, Windows.
Les Schwab, Bend Oregon Oct 2019 – April 2021
Role: Sr. Salesforce developer/Administrator
The project is to maintain existing Salesforce.com instances, coupled with the Integration of Workday and AWS (among others) with Salesforce.com. Build and maintain a single point Order Management system using Lightning Design System, Lightning Components and JavaScript Controllers. Integrating Salesforce.com with ERP system for seamless business flow using REST, SOAP and BULK API.
Roles & Responsibilities:
Experience in defining revenue stages and maintaining user log with AppExchange App - for improving the sales effectiveness, acquiring new customers more efficiently and proving marketing’s contribution to revenue growth.
Created Task routing using Apex controller in such a way that ensure the sales team follows up on every task within due hours.
Developed Vlocity OmniScripts, Dataraptors, Classic Cards, Flex Cards, Calculation Matrices, Calculation Procedures.
Worked on InsideSales and Demand Tools App-Exchange applications to make Salesforce.com instance effective.
Used Lightning process builder for visualizing and creating automated business process.
Retrieved some data and its functionality from ThirdParty API's and displayed within the lightning component.
Was responsible for writing web services using REST services to get real time data from an external SQL database to show on internal Visualforce and Lightning pages.
Worked with Vlocity OmniScript and its input component actions deployment, set up, and configure omniscript components.
Implemented Inbound REST web services, consumed outbound web services with third party web application.
Developed Complex logic in Apex Controller (Standard and Extension Controller) for the actions to invoke the real time integration call performed by the users from the Visualforce page.
Hands on experience on Salesforce Lightning for Customizing Reports and Dashboards for business use.
Involved in implementation and Design of Cases and Issue with Order Management and Product Return module.
Customized and configured Salesforce lightning Communities and implemented Customer Portal to provide access to dealers and distributors to create, view and edit access service orders, cases, assets and contacts objects.
Created custom reports, dashboards and scheduled weekly runs to monitor service orders based on requirement.
Worked with business owners to understand their requirements for Salesforce Marketing Cloud application.
Implemented Data Loader to load data from Marketing Cloud to Service Cloud.
Develop different Email templates for implementation of dynamic email marketing program using AMP Script, HTML and CSS.
Created Dataraptors using Vlocity data mapping and PDF generation.
Used Service Cloud to get the customer information together in an integrated platform that incorporates marketing, lead generation, sales, customer service and provides access to applications through the AppExchange.
Monitored the company's Salesforce sales cloud application by creating the workflows for automated lead routing, lead escalation and email alert.
Worked on Salesforce Community cloud like how to engage with employees, customers, and partners.
Enhanced UI using CSS, HTML for front end validation and control page level sections based on user input by salesforce and Vlocity.
Enhanced the existing portal functionality and moved to community cloud for more functionality including chatter, employee portal, customer portal, channel sales community, and customer support community cloud. End to End CPQ Implementation. Migration of CPQ Data to Multiple Sandbox, Test and Prod Instances
Experience working in the following: Salesforce.com areas, Sales Cloud, Service Cloud, Community Cloud, Salesforce Integration, Data.com and Salesforce CPQ
Testing and Defect fixing for the Confidential CPQ and Confidential Functionality in the Test and UAT Environments
Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, APTTUS CLM, APTTUS CPQ and Dashboards.
Configuration of the CPQ Using products, price lists Categories, Constraints Rules. Product attributes Rules, Apex Triggers, and workflows.
End -End Testing of the CPQ flow leveraging the Functionalities of tr Salesforce CRM, Confidential CPQ and Advanced Approvals.
Install new managed packages from both App Exchange and third-party resources and managing them by updating to newest versions and compatibility with the existing setup.
Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.
Worked on multiple Numbers of lightning Web Components and allowed the LWC to manipulate the DOM instead of JavaScript.
Enabled Aura Framework, by adding Aura Attributes and Aura Handlers for Events to focus on Logic and Interactions in Lightning Applications.
Applied Design variations & custom Aura design tokens to the Base Lightning Components Aura components and Lightning web components.
Worked on Lightning Process builder flows, Connect API, Chatter, and quick Action, Standard change sets, Copado, Copado Essentials.
Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com objects. Used it to read, extract and load data from comma separated values (CSV) files.
Deployed the components across different environments like SIT, UAT and Production using Change Sets and Force.com ANT Migration Tool by pulling the metadata into the Package.xml.
Worked on Ant Scripts and Jenkins to deploy the components from GitHub Release Branch to Target Organization like SIT, UAT and Production.
Used Confluence to update the project plans and thoughts and knowledge articles.
Environment: Salesforce Lightning, Salesforce.com IDE, Service Cloud, Sales Cloud, Marketing Cloud, APTTUS CPQ and CLM, SOAP, SOQL and SOSL, Experience, Visual force, APEX Classes, APEX Triggers, Workflows, Reports and Dashboards, CSS, HTML, Data loader, data Import wizard, Salesforce Aura component, Visualforce pages, community cloud, Customization, SF configuration.
Amazon, Seattle, WA April 2019 –Sep 2019
Role: Sr. Salesforce developer/Administrator
This project will utilize Salesforce to leverage ties to existing financial /ordering data and trouble ticketing. This will use consolidated data structure within SFDC and links to customer related information. It also requires existing systems and applications like AWS to be integrated with Salesforce.
Roles & Responsibilities:
Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.
Involved in daily standup meetings, Scrum. This resulted to bring good solution to the business requirement.
Worked on Salesforce Lightning (Lightning Design Systems, App Design and Lightning Components).
Involved for creating the Validation Rules, Workflow rules, Approval Process and Process Builder.
Used Service Cloud to get the customer information together in an integrated platform that incorporates marketing, lead generation, sales, customer service and provides access to applications through the AppExchange.
Developed component using Lightning Aura Framework.
Created multiple Lightning Components, added CSS and Design Parameters that makes the Lightning component look and feel better.
Leveraged APEX Controller to make a call for external requests to retrieve data from various API’s and displayed them on to the component.
Used field level security along with page layouts in Lightning to manage access to certain fields.
Customized existing Visualforce to align with Salesforce new Lightning UI experience.
Build lightning components, lightning apps, record pages, home pages and use events for dynamic use cases.
Developed Custom objects, customizing tabs, Apex Triggers, Test classes for unit testing and code coverage.
Managing dependencies, risks and planning for contingencies to ensure minimal effect on deliverables. Creation of Junction Objects, roll-up summary fields, cross object formulas, validation rules, dependent picklists, and complex page layouts.
Implemented Salesforce Lightning Components for small set of users for customizing reports and dashboards.
Created many Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects in lightning experience.
Worked on Reports and Dashboards in Salesforce Classic and Salesforce Lightning.
Worked with External objects in Salesforce which is another feature introduced with Lightning components.
Developed Web Service Callouts from Salesforce to External Applications using REST API.
List views available on a page were implemented using hardcoded SOQL statements. They cannot be modified by an end-user and do not correspond to the standard List Views available within Salesforce. Confidential User Interface.
Deployed application from Sandbox to different other Sandbox as well as into Production environments using Change Set, Visual Studio tool.
Used SOQL & SOSL with consideration to Governor Limits for data manipulation needs of the application using platform database objects.
Used Visual Studio to develop the classes and triggers.
Deploy changes between different environments and work on sandbox refresh process.
Implemented “Email to Case”, "web to lead" and "web to case" for Lead and Case automation.
Created custom Dashboards for manager’s home page and gave accessibility to dashboards for authorized people.
Environment: Salesforce.com Platform, Aura, Lightning Experience, Lightning Web Components, Apex classes and Controllers, Data Loader, REST, SOQL, SOSL, Scrum, Service Cloud.
U.S. Bank Minneapolis, MN Nov 2018 – Mar 2019
Role: Salesforce Lightning Integration Developer
Roles & Responsibilities:
Worked as an Integration Developer to integrate with 3rd party application with salesforce.
Worked with various salesforce.com Objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
Defined lookup and master-detail relationships on Objects and created junction Objects to establish connectivity among Objects.
Imported data from excel sheets in to Leads, Accounts, Contacts and Opportunities using Data Loader and Import Wizard.
Migrated Accounts, Leads, Contacts, Opportunities and sales data from external systems into SFDC.
Developed Apex Classes, Controller Classes, Standard Controllers, Custom Controllers, Controller Extensions, and Web Services API and Apex Triggers for various functional needs in application.
Migrated data from external sources and performed insert, delete, upset, export operations on millions of records.
Administered and supported CRM application for 500 users in marketing, customer service and sales.
Designed junction objects and implemented various advanced fields like Pick-list, Custom Formula Fields, Field Dependencies, Validation Rules, Workflows, and Approval Processes for automated alerts.
Daily administration and support of Salesforce, including configuration updates to security, sharing rules, profiles, roles, custom & standard objects, fields, record types, page layouts, complex workflow rules, Process Builder, Visual Workflow, reports/dashboards, and validation rules.
Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
Managed Auto response rules if customers approached beyond the business hours.
Worked on various salesforce.com standard objects like Accounts, Contacts, Leads,
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