Deepika Pachipulusu

· Involved in enhancing case management and customer service functionalities to improve the efficiency of global business operations like email-to-case, Web-to-case and Omnichannel

· Led the migration of Visualforce Pages to Lightning Web Components (LWC), improving system performance, maintainability, and user experience.

· Developed Complex Flow Builder and approval processes for automating business logic.

Involved in implementing communities for customers to create cases, track them, access knowledge articles, and interact with support teams efficiently.

· Integrated with SAP using REST web services to retrieve data synchronously, ensuring real-time updates and seamless data flow.

Involved in end-to-end migration of live chat to messaging in an app web.in-app and web platforms, enhancing customer support experiences with persistent conversations, seamless agent handovers, and improved engagement across channels.

· Implemented Einstein Next Best Action recommendations to agents for improving service resolutions and customer satisfaction.

· Created fields, formula fields, relationships, and validation rules to the custom objects.

· Configured sharing and security settings, including roles, profiles and permission set to ensure data privacy and access control

· Responsible for updating the checklist and post refresh activities for testing sandbox environment after the sandbox refresh is done.

· Interacted with Business users’ groups to gather requirements for Salesforce Implementation and interacted with all levels of external and internal customers.

• Created Custom objects, fields according to the requirements of business which are useful in the validation of entitlements.
• Created Custom Profiles, Roles, Public groups, Sharing Rules to restrict the data access.
• Created Page Layouts for various profiles and established field-level security.
• Implemented Formula Fields, Dependent picklists, Relationships (Lookup, Master-Detail & Junction Objects).
• Involved in creating and customizing Email templates and configuring them to the email alert within the workflow rule for a standard/custom object.
• Created custom report types and dashboards.
• Implemented case management process and configured the Case and Solution object on the service cloud as per business need, capturing cases from website and emails.
• Performed bulk imports and exports and migrated the large volumes of data between multiple Salesforce sandboxes using Data Loader and Workbench.

• Created and modified Components, File Layouts, Pages, Records, Fields, Process Definitions and registering
• Developed number of interface reports using SQR to read the data from file and load it into PeopleSoft tables and send data from PeopleSoft to other external applications.
• Used File Layout Definition to get data from the legacy system to PeopleSoft tables.
• Active role in changing the SQRs as per the change requests from the users.
• Developed app engine using file layout and component interface to load the data into PS.
• Developed SQL scripts for data upload from flat files to database tables using Toad.
• Modified, designed, configured and built fields, records, sub records, setting up keys to records, assign table edits like prompt table
• Involved in creating new training programs, courses and classes for enrolling learners.