Developing customer support solutions covering Case and Knowledge base management and enabling support and handling of contact channels such as email-to-case, web-to-case, API cases and chat-to-case. Maximising agent productivity with omni-channel and skill-based request routings, automated and assisted case handling flows and shortcuts, integration 360-degree view of customer data such as Contact and Account information, and implementing performance metrics tracking and reporting.
Enabling Salesforce Einstein Chatbot onto Communitiy sites and expanding the native feature with customised logics and flows for more personalised and feature-rich chat experiences as well as integration with chat-to-case and live-agent.
Classic and Lightning Salesforce development. Aura and LWC components, Visualforce Page, APEX, sfdx and scratch org development approach, and Jenkin Pipelines.
Building feature-rich, multilingual Lightning Community sites consisting of self-service Knowledge base integration, customer support channels such as contact form, chatbot, and live chat, and site analytic.
Implementing automated QA testing across various platforms such as Salesforce Service and Experience clouds and third-party integrations such as Google Analytics and APIs using Provar and custom Selenium implementations.
Implementing Salesforce package development approach to enable faster, more stable and more efficient deliveries and releases.
Integrating Universal Analytics and GA4 into Experience cloud sites including custom events tracking to enable more detailed analysis.
Building customer satisfaction (CSAT) and Net promoter score (NPS) surveys with customised brandings, survey logics, responses reporting and syncing with Salesforce, automated sending of survey emails based on schedules or actions, and automated creation of call-to-action tasks in response to customer responses.
Developing/integrating Salesforce-Salesforce connections, data and system migrations, analysing and processing BigQuery data into Salesforce, and integrations with other third-party systems such as chatbot and call centre solutions (CTI), Tableau-Salesforce reporting, Google Recaptcha server-based validation, and various APIs.
Helping teams intergrate security best practices into development life cycle including implementing guidelines, Threat Modelling, setting up penetration testings, and security monitoring.
