Service Cloud Case Management

Sai Uday Kiran

Ph# 972-***-****

**********@*****.***

Linkedin : https://www.linkedin.com/in/s-uday-448557280/

Trailhead : https://www.salesforce.com/trailblazer/saiudaykiran

SUMMARY:

Around 8 years of professional IT experience as Application Developer in different programming languages and 7 years of hands-on experience on Force.com platform as a Salesforce Developer and Administrator.

Experience working across various SFDC implementations that are covering Service Cloud.

Proficient in Service Cloud configuration, customization, and administration including case management, workflows, and automation.

Worked extensively in customization of Service Cloud Console by embedding Visual force pages in custom console components, highlight panel and interaction logs.

Experience in creating and managing cases, service entitlements, and service contracts in Service Cloud.

Worked on CRM with good exposure to sales, service, and marketing modules of CRM and a good understanding of CRM user interface architecture and Customized Salesforce.com User Profiles by setting Standard and Custom objects layouts, Custom Apps, Field-level Security, and Permission Sets for client services and marketing.

Involved in developing Salesforce Lightning applications using Lightning Web Components (LWC), Controllers and Events using custom CSS in the components.

Developed Lightning Component Framework and built Lightning web components (LWC) using aura framework.

Experienced in building Lightning Component framework for developing dynamic web apps for mobile and desktop devices.

Configured Vlocity data models and business processes to meet industry-specific requirements.

Expertise in creating Custom Objects, Custom Fields, Master-Detail relationships, Lookup relationships, Page layouts, Custom Tabs, Reports and various other components as per the client requirements.

Experience in Creating Users, Roles, Profiles, Permission sets, Email Services, Page Layouts, Record Types, Lead processes, Sales Processes, Support Process, Workflow Alerts and Actions, Approval Processes, Lead and Case Assignment rules.

Expertise in Creating/Using Apex Classes with Standard Controllers, Custom Controllers as per the client and application requirements using visual force.

Data Integration and Data Migration using ETL tools like Import Wizard and Data Loader on cloud, service cloud modules.

Creation and maintenance of reports and dashboards to support the business and Salesforce.

Skilled in various CPQ modules includes Product Catalog Management, Price Book Management, Quote Generation and Customization, Product and Pricing Configuration, Contract Creation and Management, Collaboration Analytics, Approval Workflows and Renewals Management.

Experience with Apttus CPQ for subscription, billing, invoicing and can take control of sales process from Quote to Cash. Generated Revenue recognition status automatically with CPQ.

Proficient with creating workflow rule, assignment rules, validation rules, triggers and deals with querying Force.com database using SOQL & SOSL queries.

Deployment experience by using Force.com IDE, change sets and version controls like SVN and ANT as well as hands on sandbox management experience.

Hands on experience in thesa areas of Test Development, Test Planning, Test Execution, Test Efficiency, Code Coverage.

Extensive experience in backup and disaster recovery management for Salesforce environments.

Expertise in monitoring SLAs and ensuring compliance with security frameworks.

Hands-on experience with troubleshooting, incident management, and emergency fixes for Salesforce applications.

Proven ability to create comprehensive system documentation and support procedures.

Experince on web services like Soap and Rest to interact with the external systems between both salesforce and other third party systems like Mulesoft, SAP, Oracle and Sql server.

Familiar with Agile methodology, Daily Scrums and Sprint reviews

CERTIFICATIONS:

Certified SALESFORCE AI SPECIALIST

Certified SALESFORCE AI ASSOCIATE

Certified SALESFORCE PLATFORM DEVELOPER II

Certified SALESFORCE SERVICE CLOUD DEVELOPER

Certified SALESFORCE PLATFORM DEVELOPER I

Certified SALESFORCE ADMINISTRATOR

TECHNICAL SKILLS:

Salesforce.com Technologies : Apex Classes/Controllers, Apex Triggers, SOQL, SOSL, Visual Force Pages/Components & Controllers, S-Controls, Apex Web Services, Apex Data Loader, AJAX, Dashboards, Reports, Custom Objects, Workflow rule, Approvals, Case Management Automation. Salesforce CPQ (Product Configuration, Pricing, Quoting, Discount Schedules, Advanced Approvals, Contract Management)

Force.com Configuration : Campaigns, Leads, Accounts, Contacts, Opportunities, Cases, Custom Object development, Field Creation, Page Layout Creation/Editing, Related List customization, Record Types, Field Level and Object Level Security, Role hierarchies, Sharing models

Programming languages : Java, Apex, Visual force

Integration tools : Force.com Data loader, Force.com Workbench

Web technologies : HTML5, CSS3, JQuery, JavaScript, XML, JSON.

Databases: Oracle 10g/11g,, Microsoft SQL Server 2008, 2012.

IDE’s and Package tools: Eclipse IDE, Apex data loader.

SCM Tools: SVN, Git, Github, JIRA

Documentation : Reports, Test Plans.

PROFESSIONAL EXPERIENCE:

UBS May 2023 – Till Date

Salesforce Developer

Roles & Responsibilities:

Led production support initiatives for Salesforce instances, ensuring system health, performance, and security compliance.

Developed and deployed solutions to resolve critical Salesforce errors, enhance performance, and improve system stability.

Collaborated with cross-functional teams to manage releases, monitor system performance, and implement capacity planning strategies.

Conducted root cause analysis for incidents and implemented measures to prevent recurrence.

Established and maintained system documentation, runbooks, and escalation procedures.

Worked on user Roles and Profiles, Sharing Settings, Permission Sets, list views, custom objects depends on the user requirements.

Maintained users profiles, Security Controls and territory management.

Developed the permission sets to grant different access level to the pages and Apex sharing other functionalities for various users.

Worked on Customer community setup and created lighting components and publish it to the external users.

Successfully implemented Vlocity for industry-specific applications on Salesforce platform.

Worked on Sales Cloud and Service Cloud modules of salesforce CRM with functionalities like Opportunity Management and Case Management.

Worked on Styling the community login page with custom Visual force Pages and also customized create password pages too.

Worked with Salesforce Marketing Cloud to gather customers from social media.

Implemented server side controllers to retrieve the data from Apex

Implemented apex test classes to test the functionality and maintain the code coverage

Implemented apex classed to insert and update the order details in salesforce

Worked on complex Lighting pages with the help of lighting components using SLDS for client requirements.

Implemented graphs & charts in LWC using chartJS library

Created Lightning custom actions that open with a Visual force page and Overriding standard actions with Visual force pages.

Implemented Apex Triggers and Apex Class for automation of the business process on Account, Contact, Opportunity, and Custom Objects.

Developed a SharePoint site with several pages and integrated it with Salesforce

Worked on developing Salesforce Lightning Web Components (LWC) and worked on pub sub-modules to communicate between LWC components along with API decorators

Involved in the enhancement and development of different LWC components and have experience in writing jest tests for LWC components for unit testing on the client side

Built custom applications using Sales Cloud, Service Cloud & App-exchange applications. Created users, roles, profiles, security controls, new fields, validation rules, and Workflow Rules as required.

Implemented Batch Classes, Scheduled Classes as part of the Business Requirement and wrote an Apex Trigger on Contact for cross-object field update for reporting purposes

Implemented Community Cloud lightning components with the ability to visually force pages into lightning

Involved in CRM processes like Design, development, planning, testing, and integration of Salesforce Cloud services, data, and accounts

Worked on Building apps visually with Lightning App Builder and Lightning Components and also UI components with the Lightning Component Framework with SLDS.

Worked extensively in customization of service cloud console by embedding Visual force pages in custom console components, highlight panel and interaction log

Wrote test methods, test cases with code coverage of more than 75% .

Worked on rest api classes for call-in and call-out integrations to send the data to SAP systems.

Designed and Developed page layouts according to the user requirements.

Worked on different Sandboxes for development & testing and also involved in migrating the code to production instance in instalments using Change Set

Involved in Test configuration within Sandbox environments to ensure that once users are granted access all the aspects are fully functional.

Worked in Agile Scrum environment and attended daily standup meetings.

Environment : Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual force Pages, Controllers, Lightning, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, Force.com IDE, and Windows, Agile, Scrum.

Ez Cloud Solutions, Texas Jan 2023 – Apr 2023

Salesforce Administrator / Developer (Intern)

Roles & Responsibilities:

Provided Salesforce platform support, managing user roles, profiles, and security settings.

Created and maintained custom objects, fields, workflows, validation rules, and process automation.

Conducted proactive maintenance procedures to ensure platform stability and compliance.

Assisted in the development of runbooks and best practices for system monitoring and incident management.

Created Users, Roles, Public groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.

Implemented Picklists, dependent Picklists, lookup relationships, Master Detail relationships, Validation Formula fields to the Custom Objects.

Created Visual force pages for different page layouts and developed CSS for creating effects in Visual force pages.

Configured Profile-based IP address restrictions, Organization-wide IP address restrictions Profile-based login hour restrictions

Administered and configured Salesforce.com features including profiles, roles, Users, Page layouts, reports, and dashboards to support over 600 users for the client.

Knowledge of Salesforce Lightning Process Builder, Lightning UI/UX, app builder and creating Visual Workflows, salesforce support communities and Chatter groups.

Designed and deployed custom Tabs, Validation rules, Approval Processes and Auto-Response rules for automating business logic.

Worked on Service cloud for the detail contact management, chatters, Communities. And Created customer portal with the help of communities.

Created Workflow rules and defined related tasks, email alerts, and Field updates.

Created Page layouts, Search layouts to organize fields, Custom links, related lists, and other components on Record pages.

Written SOQL, SOSL, and Relationship queries in apex classes, and triggers to retrieve optimized data from Objects

Written apex classes to make an outbound integration to external applications by generating necessary apex stubs from WSDL using WSDL2 Apex Used Field level Security along with Page Layouts to manage access to certain fields.

Created various Reports (Summary reports, Matrix reports, Pie charts, Dashboards and Graph and Report Folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the Organization.

Implemented Apex Controller, triggers and test classes with test code coverage of 90-100% using Force.com IDE.

Integrated web services by generating the necessary stubs from the WSDL files for extracting the data from the applications.

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Worked in Agile Scrum environment and attended daily standup meetings.

Environment : Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual force Pages, Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls,, JavaScript, JQuery, HTML5, CSS3, Force.com IDE, and Windows, Agile, Scrum.

Cloudturn, Inc, Hyderabad, India Nov 2018 – Dec 2021 Software Developer – salesforce.com

Roles & Responsibilities:

Designed and implemented complex Salesforce solutions using Apex, LWC, and Visualforce.

Supported large-scale Salesforce deployments, ensuring stability and performance optimization.

Conducted capacity planning and implemented disaster recovery strategies for Salesforce instances.

Built custom reports and dashboards to support business decision-making.

Involved in SDLC Requirements Gathering, Analysis, Design, Development and Testing of applications developed using the Scrum AGILE and waterfall methodology.

Worked on various Salesforce.com Standard Objects including Accounts, Contacts, Reports, Dashboards, Events and Tasks.

Developed various Custom Objects, Formula fields, Master-Detail, Lookup relationships, Tabs, Validation rules.

Created Various Profiles, Roles and Page Layouts and Configured the Permission based on the Organization Hierarchy requirements.

Designed and deployed Custom tabs, Validation rules, Approval Process and Auto-Response for automating business logic.

Developed Cascading Style Sheets (CSS) for creating effects in visual force pages.

Worked on JavaScript and jQuery to improve user interface of VF Pages.

Developed various Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.

Involved in the enhancement and development of different LWC components

Worked on LWC in the whole this community project & developed LWC components for speed perks.

Developed dispatch events using LWC. Basic enhancements in the existing LWC components.

Developed Apex Triggers, Classes & Visualforce pages with various customizations of business users.

Designed and developed Apex Triggers for various functional needs in the application.

Maintenance of installed Managed Packages in Lightning using Apex and expert in using Data Migration

Created Workflow rules and defined related tasks, Email alerts, and Field updates.

Implemented Picklists, dependent Picklists, lookups, master-detail Relationships, and validation formula fields to the Custom Objects.

Created Email Templates and Inbound Emails using Visual force for Clients and Customers.

Enabled Chatter for the Organization and to effectively communicate with the Users in the Organization.

Extensive experience in Confidential Setup, Configuration, Customization, Administration, Data Migration and Integration tools like Apex Data Loader etc.

Developed Business Documents for Salesforce.com Custom Objects.

Developed several Custom Reports and Dashboards using report types.

Environment : Salesforce.com, Force.com platform, Apex Classes, Chatter, Visual Force pages, Controllers, Custom Objects, Custom Tabs, Email services, Workflow rules, Approvals, Reports, Security Controls, Eclipse IDE, Windows.

Techno Machine Tools, Hyderabad, India July 2014 – Oct 2018

Junior Engineer

Roles & Responsibilities:

Gained foundational experience in software development and testing within an SDLC framework.

Involved in Various Stages of the SDLC using Waterfall Development Process.

Object Oriented Analysis and Design Using UML including development of the class diagrams, Sequence diagrams, and State diagrams and implemented these diagrams in Rational Rose Enterprise Edition.

Developed the view pages using JSP, HTML, CSS, and JavaScript for client-side development and Validations.

Responsible for developing the Registration modules of the wholesale application.

Involved in design and development of the application in n-tier fashion based in MVC architecture standards and utilized struts frame work

Utilize the various J2EE Design Patterns to develop the Business modules based functionality.

Responsible for developing the application level flow by utilizing Java, JSP.

Used java Script front end Validations.

Responsible for testing of application on various levels like integration and System testing by utilizing various methodologies.

Technologies: Java, Java script, Servlets, Java beans, MVC, Html, XML, Sql, CSS, Eclipse.

EDUCATION:

Master of Science in Information Systems Technologies at Wilmington University

Bachelors in JNTU Kakinada.

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