Raj Singh

Customer Survey :

Overview : When there is a problem in the customer network,a CSR(Customer Support Request) gets created, and after the issue is resolved, the CSR gets closed. After CSR closure needs to implement a new functionality, survey is sent out to customer contact to collect feedback. The business goal is to assess customer support delivery in resolving the issue to improve ways of working and have a better customer experience.Applicable to problem type CSRs of all severity.

Solutions: Surveys are sent to the customers from the Netigate API. API.In Salesforce, we called the Netigate API and send case details along with contact

email. So it’s integration between salesforce and netigate API. There are few criteria as well to send the survey like some emergency case will get 100% survey form and low priority case will get 50% survey,

and those percantage can be changed in PROD by some particular user.To achive the same requirement we have created custom object and permission set. Assign those permissions set using apex sharing and

for the existing user we have used batch class. To make the callout from Salesforce to Netigate, we have also used batch jobs on a daily basis. Created Lightning web component and a Lightning record page, so that users can create a configuration

percentage value and added a few validations along with a toast message.

Created custom metadata and settings to store API endpoints.

OverView:

External Customers can now search and

view their CSRs from Community Portal Search.

Similarly, internal service support engineers can now search and view all CSRs and bulletins (whether they are internally published or externally published) from GST Search Internal. A ticket (CSR) is initially indexed in GST upon creation, i.e., when the CSR is set to status registered. After that, updates need to be sent to GST as the ticket is modified or goes through different statuses. GST search capabilities in Salesforce contribute to a more user-friendly and efficient experience, enabling users to find the information they need swiftly and make more informed decisions.

I had integrated the GST search API with Salesforce.

This project is basically designed to provide an elastic search to customers. Under this, I created the Salesforce Callout Class to index Salesforce tickets into GST along with some custom objects. Mainly This project is related to performing a search operation on Salesforce records in GST. A search can be done using any keyword, such as a case comment, description. Implemented batch processing by creating stateful batch classes, ensuring the efficient handling of records in bulk. Schedule a batch job for every hour to include all the new tickets and index those to GST.

CDC(Change Data Capture): Utilize salesforce CDC Mechanism to make callout on case in real time to capture case field as well as case activities, Created a request structure for all the field value and establish the access b/w GST and salesforce as it was auth 2.0 Integration so get access token and call API using future method. For handling error and success message we are creating even log records.

Challenges

• While Full Indexing of CSRs due to large amount of data consisting of the CSR and their related Tasks, memory and heap issues were a constraint.

• CPU time out issue to fetch CSR along with it’s associated task in batch, as one CSR might have 20 tasks.

• Request body size limit at GST end that is 10MB.

• Legacy data index for CSRs and bulletins. Solution:

• Write a custom logic to use most recent activities instead of all the activities as description field char limit was more 32k for each task so overcome on size limit by using three most recent tasks.

• Create a logic in batch job to get the tasks from CSP in execute method by making separate SOQL instead of subquery in start.

• Overcome on the size limit at GST end by using most recent task in request structure. • Implement batch jobs and UI interface to

select records for a specific time period and index those records manually.

• A batch job is scheduled hourly daily to index Bulletins. Whenever any Bulletin gets updated to Internally or Externally Published, it will be indexed in GST using the immediate next scheduled job.

GST Search On Knowledge Article: We used different API to get knowledge Article value and show the information on salesforce page using LWC component, which received response in the form of JSON. We have created a community page and lwc component and provide access to customer to perform search using any knowledge article number and get information from a third party system without login into it.

[Lightning Web Component]: We have created web component to show all documents list over the UI through pagination. Also, add some filter to few fields, like last modified Date, Created Date, Products and Account.

Custom Setting And Custom Metadata: Created Custom setting to store API information like end point URL,Base URL, Client ID, Client Secret , Token, Header token, etc. Used custom meta to store request body field API name and label along with dataType

MYB (Community Cloud/Service Cloud)

• The MYB application was developed from scratch for this client, and many other processes were automated, like Sales & community Process, Reporting.
• As a senior Salesforce developer, I was responsible for client interaction, estimation, leading the technical team, Req. gathering.

Integration With Commerce Cloud

Created a Form Using LWC to fill the details of new customer, once details are filled and approved by their recruiter, they can redirect to the commerce page so that they can purchase the product further.

QuickBooks API-

I had integrated the QuickBooks API and Authorize Dot net API with Salesforce.

This project is basically designed to complete the payment process using a credit card or ACH payment. Under this, I had created the Salesforce Rest API and using this Rest API, client passed the data from the website to the Salesforce organization, and then payments status have done if the entered user details were fine and records are inserted in payment object related to account object in

Salesforce as per client requirement.

[Lightning Component]: I have created a lightning component to provide the user interface to complete the payment process. I have added some fields, like-Credit card number, CVV, Exp. Date, Card Holder Name which provide this UI for credit card payment and also created another Lightning

Agreement Process (Service Cloud/Community cloud)

• Under this project, we worked on making a custom online agreement flow under the community builder-created community pages, in which we needed to set up the entire flow starting from sign-up creation, login, and the complete functionality of capturing new user information with all details such as bank info, contact info, and personal info.
• Online agreements also establish connections so that the chaining system can be bundled. Every new user should have at least one recruiter selected. The flow also has reset password functionality, and UI texts come up based on different market users.

Customer RelationShip System (Service Cloud)

• We have made all the things for our internal users (agents) in our Salesforce organization. So that agents can fill out the entire agreement on behalf of new consultant users.
  Under this, we have managed all the validations, form submission, password reset, and asynchronous calls to the external systems for getting the consultant number.
• Developed custom lightning components using HTML5, CSS3 and JavaScript frameworks like ReactJS and AngularJS.
• Under this, we have also worked on mocking test classes so that the deployment does not take much time to creating data. Worked on removing errors from the js file by using eslint.

Zuora's solution was built to help grow and scale any subscription or recurring revenue service. It works with over 800 companies, including Ford, DocuSign, Deputy, and Spark Ventures, to optimize pricing and packaging strategies, take quotes & place orders, automate their billing & payments, and keep tabs on subscription-specific financials. Zuora provides it’s own managed package for Salesforce that includes all standard features.

[Generate Invoices]: Worked on creating the Invoices regarding the quote to make the call out in Zuora Using Apex Util Method, saved Invoice response in notes, and attached the quote as PDF in salesforce.

[Open-ended Product]: Worked on creating the open-ended product in Zuora and sync that in Salesforce. This requirement is to change the effective price of a product at the time of the creation of a quote in salesforce. So that users can select their Effective price.

[Add notification]: The requirement is setting email reminder for the invoice 10 /20/30 days before the payment is due For the same, I have used Zuora standard features for adding notifications, and in this, I have created an event that will call automatically when the invoice's due date is before the payment is due.

[Set Default Quantity]: The requirement is setting the default value for volume pricing charge modal on product selector page in quote object.For the same, I have created new rules and filters in salesforce that will be fired automatically when products have volume charge modal and set it as 0.

[Set Default value Plugin]: The requirement is set the value of bill to and sold to contact default contact regarding the account on quote object For the same, I have created the apex class that extends the standard interface of package and sets criteria for default value of sold to and bill to contact field on quote object That class automatically call when the new quote is created and also writes the test class for the plug-in class.

[Batch classes]: Worked on the batch class to create new opportunities and quotes before 15, 30, and 60 days from the next renewal date of subscription and send the newly created quote as an attachment to the bill to contacts Email address and have fetched bill to contact from the existing Opportunity contact role regarding the subscription

FirstPerson is a benefits and compensation advisory firm with decades of experience helping clients navigate the changing workforce. They believe partnership begins with discovering and understanding an organization’s unique challenges.

• I have worked on the Spread summary page (aura component) based on the custom object to show the calculation in the form of a table. Spread summary is basically an aura component that provides the functionality to manage thousands of plans of coverage regarding the line of coverage and show the total sum of currency fields on the plan option regarding its picklist option field, minus the current value from the total sum. And also add some functionality for column configuration and data configuration regarding the column value.
• I made the column editable and got the data in the column according to the user for a specific profile regarding accounts.Data and columns will be visible uniquely on each and every account.

[Rest API]: For the folder permission that is requested by the user on the first drive, a case will be created in Salesforce, and mail will be sent to the user and master via the REST API. Case creation is based on the many scenarios, And an email will also be sent to the queue user when the case is created and there are also some scenarios on contact object for sending email Basically, the API is going to hit the first drive user when user ask for permission from the master user to access the folder and email will be sent when there is no access to the specific folder The email template will be decided on the basis of user requests, and if user doesn’t get permission within seven or 14 days, a reminder email will be sent to the master user or specified user.

[Email-To-Case]: Worked on creating the Some email-to-case functionality regarding the particular email ID, and after creating the case in Salesforce, we sent the email to the From-Email for confirmation.Email template was used as per client requirements.

Provided technical support for end users on issues related to Salesforce configuration and customization.

• I had integrated the Google calendar with Salesforce. This project basically created the Google event at specific gmail ID. The purpose of this project is to get an appointment with the doctor for the patient whenever the doctor has no appointment as per client requirements. And also created
  an event in Salesforce.
• After the event created, the mail sent to the patient with
  event time and doctor name.
• Integrated object-oriented design and development techniques into projects to support usability goals.
• Coordinated testing and validation procedures through software development lifecycle.

• Developed complex custom objects and fields in Salesforce to meet customer requirements.
• I had created email services in Salesforce.org for inbounds.
  created an email handler class in salesforce.I was able to get the details from email body
  to fetch the contact in salesforce.I have worked on the part to fetch the
  attachments (binary and text attachment) and insert it to specific contacts that contact
  received from email body.
• Maintained system stability through regular testing of code changes before deployment into production environment.