Alok Gupta

As a Salesforce Service Cloud Specialist, I bring extensive experience in implementing and optimizing Digital Engagement products, including Live Chat, Omni-Channel, and In-App & Web Messaging. My role involves assisting customers with setting up various Messaging channels such as SMS, text, Facebook, and WhatsApp, as well as configuring Einstein Bots, both Standard and Enhanced. I am adept at resolving issues related to Live Chat, Omni-Channel, and Email-to-Case, ensuring smooth and effective communication processes.

I provide expert support in the implementation of digital engagement solutions, including Omni-Channel Flows and Visualforce Pages, and contribute to the development and management of Experience Sites and Communities. My work includes setting up skill-based and queue-based routing to enhance customer service efficiency. I offer guidance on troubleshooting and implementing Messaging in-app and web channels, and help customers understand and deploy Enhanced and Standard Messaging solutions effectively.

As a Salesforce Service Cloud Specialist at ABB (formerly ASEA Brown Boveri), a global leader in robotics, power, heavy electrical equipment, and automation technology, I have gained substantial experience in managing and implementing Digital Engagement products. My role encompasses configuring and optimizing Live Chat, Omni-Channel, and Messaging solutions for both in-app and web platforms.

I specialize in assisting clients with the setup of Messaging channels including SMS, text, Facebook, and WhatsApp, as well as configuring Einstein Bots (Standard and Enhanced). I am skilled at resolving issues related to Live Chat, Omni-Channel, and Email-to-Case to ensure seamless customer interactions.

My expertise extends to developing and managing Omni-Channel Flows, Visualforce Pages, and Experience Sites and Communities. I also support the implementation of skill-based and queue-based routing to improve service delivery. Providing guidance on troubleshooting and the implementation of Messaging channels is a key aspect of my role, ensuring clients effectively understand and deploy Enhanced and Standard Messaging solutions.

In my role on the Advanced Health Media (AHM) project, I worked with Salesforce Sales Cloud to develop a cloud-based application designed for capturing and tracking patient records while automating business processes and improving client communication. My responsibilities included user configuration, such as creating, activating, and deactivating users, and assigning permission sets. I managed reports and dashboards, created custom report types, and handled various batch jobs across the organization.

Additionally, I was involved in configuring lead and case assignment rules, auto-response rules, and writing and fixing SQL queries. I also developed and modified Apex classes and triggers to enhance functionality and resolve issues, ensuring a seamless and efficient operation of the Salesforce environment for both patient records and ongoing pharmaceutical activities.