Nagendra Babu Pilli

Project Name: Trailhead [Service Console Application]

Role: Application Support Analyst

The Service Console application provides agents a full view of each customer case and gives them the tools to resolve each case quickly. Using this console application, we can view multiple records and their related records on the same screen, and work through records from a list using split view. The console application brings together all Service Cloud features in one place and on one screen. It can be used as a service agent’s workspace for interacting with customers and resolving customer requests as quickly as possible.

The application has features such as Macros, Email Templates, Entitlements for SLA, Knowledge base, Case Comments, Web-to- Case, Bot, etc.., in order to assist with the customer queries.

Responsibilities:

• Respond and troubleshoot customer queries related to Trailhead Projects, Modules and Superbadges.
• Involved in debugging, troubleshooting, and taking responsibility to see that the issue is completely resolved.
• Seek opportunities to create Knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Trailhead Community.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize the same to help customers.
• Created Custom objects, Custom fields, Custom links, Validation Rules, Page Layouts, Record Types, Tabs, Field Dependencies, etc.
• Assisted customers in troubleshooting Workflows, Approval Processes, Process Builder, Flows.
• Created and configured Email Templates
• Helped customers in debugging Apex Classes, Apex Triggers, Lightning Components.
• Fixed SOQL, SOSL queries with respect to Trailhead Modules, Projects.
• Involved in troubleshooting Superbadge requirements in customer orgs.
• Active participation in testing application new features in the lower environment.
• Tested the Trailhead badges in Staging environment.
• Coordinate with Product Management, Content, and Marketing teams in identifying, reporting, and resolving product issues.
• Supporting the Trailhead Help team as needed for program development a n d additional projects.
• Hands on experience to meet project timelines with quality results.
• Assisted Trailblazers on the Trailblazer Community with respect to Modules, Projects, Superbadges.
• Worked on different Applications (GUS, DRM, Chatter, Slack).

Project Name: Event Tracker Role: Support Engineer
Responsibilities:

Project Name: Desk.com

Role: Support Engineer

A customer support application that connects agents with e-mail, phone calls, and social channels. It allows support agents to track new cases, prioritize and assign cases to team members, generate cases reports, send email messages between users, attach files, customize the account according to their needs.

Used features such as Case management Social CRM, Multi-channel support, Productivity tools, Self-service customer portal, Desk.com mobile app, Reporting & analytics, Knowledge base, 3rd-party integration etc..,

Responsibilities:

• Developed Apex Classes, Apex Triggers for various functional needs in the application.
• Collaborate with Salesforce Support and handled the support cases as per the customer requirement.
• Implemented Case Assignment Rules to direct the cases to appropriate groups.
• Responsible for weekly and monthly data exports, updates, and backup for the organization.
• Provide Case Management by Configuring Web-to-Mail for end user to submit a case.
• Customized Salesforce.com User Profiles by setting Standard and Custom objects layouts, Custom App, Field-level Security, Permission Sets for client services and marketing.
• Worked on Trailhead content refresh which includes Reviewing, Rewriting the content, Pushing the content to GIT repositories and Quality Assurance.
• Created new events to track the number of students were attended the event and list out the available guides based on students completed badges on a particular event. It generates event reports Monthly/Weekly.
• Developed Apex Classes, Apex Triggers based on the project requirement.