Swejal Dhamale

Service Cloud Implementation using Lightning web components for one of the world’s leading providers of healthcare and medical equipment services.

The entity is currently using Salesforce to manage their services for medical equipment internationally and developing functionalities in salesforce which were previously developed and handled in FFA.

• This project is to handle cases created against Installed Products in various locations and under various categories like maintenance, defective product, installation of new equipment, upgrade existing services etc.
• To help Proper distribution and management of Cases resulting in time to time servicing of the equipment or on time trouble shooting of defective equipment’s.
• App creation for call center agents to receive call via Avaya and create cases as per customer description and later assign the cases to Technician queue as per the country.
• Led the development and implementation of Lightning Web Components for utility bar which was created as an app for call center agents on click of which a dynamic datatable with all the cases related to user’s country would be visible to the agent and agent can transfer the case to technician or load cases based on filters selected by agent along with multi-sort functionality, dynamically calculated fields and advance search functionality was implemented.
• Streaming Api and Pushtopic were used for providing dynamic refresh in utility bar.
• App creation for technician to display Work order created against Cases by the call center agents and to handle the final bill settlements or to create quotes.
• These apps were accessible through mobile and desktop form factors.
• ServiceMax manage package was used along with SFDC to improve service.
• Integration of SFDC with Avaya to make to help businesses manage calls, improve service and compete more effectively.
• Responsibilities –
• Complex functionality created for call center agents and Technician was developed using Lightning Web components and Aura Components.
• Developed and customized Apex Classes, Custom setting and Metadata’s as per requirement.
• Defect analysis and debugging modules.
• Developed Unit test class for Apex class and worked for improving code coverage.
• Developed SOQL to get data from different related objects.
• End to end deployment from VSCode to GITHUB.
• Worked on Streaming Api implemented using both Lightning Emp API and Cometd.
• Created pushtopic for case and work order.

Salesforce Service Cloud implementation for a Retail Giant from UK.

Developed Case management and support processes for a leading Retail chain of UK, that offers shopping services through catalogue marketing and online channels.

The project involved implementation of omni channel feature. I was part of the web-to-case module.

• Enabled Case creation from web to provide customer service from everywhere.
• Enabled routing rules to for assignment of cases generated.
• Capture Customer satisfaction ratings
• Responsibilities –
• Responsible for developing apex classes, triggers, and workflows.
• Involved in creation of objects and fields and profiles and validation rules.
• Implemented sharing settings to extend the data access to users
• Perform project tasks independently
• Client needs and formulate solutions to client requirements
• Involved in creation of Visual force pages and Apex controllers and triggers.
• Implemented several batch classes and Schedulable classes to meet the project Requirements.
• Created Workflows, formula fields and validation rules
• Worked on Reports and Dashboards.
• Involved in Pre- and Post-deployment activities.

Salesforce Service cloud implementation for leading Customer reporting Agency from US.

Project was based on service cloud implementation of salesforce along with MuleSoft integration with legacy system for handling and managing customers credit score and offering them renewal services based on different criteria.

Created applications and components for managing credit account information about customer borrowing and repayment history.

• Responsibilities –
• Led the design and development of Einstein Chatbots.
• Collaborated with stakeholders to understand business requirements and translated them into effective chatbot solutions.
• Integrated chatbots with external systems and Salesforce data to provide seamless and relevant information to users.
• Optimized and iteratively improved chatbot performance based on user feedback and analytics data.
• Worked closely with the Salesforce Service Cloud and Community Cloud teams to ensure a unified customer experience.
• Conducted user training sessions and provided ongoing support to ensure effective adoption of Chatbot capabilities.
• Used Git as repositories for managing code repositories.
• Performed configuration activities like creating/modifying Page Layouts, Record types, Quick Actions, Rollup summary field, Tabs and Apps.
• Worked on Service cloud, sales cloud, developed workflows and triggers for automated case resolutions.
• Worked on various salesforce CRM objects Accounts, Contacts, Leads.
• Worked with Apex Classes, controllers – Custom, extension, List Controllers, Apex Triggers, Batch classes to meet business requirements.

Salesforce service cloud implementation for leading insurance company in UK.

• Implemented and configured Conga Composer to automate document generation processes, reducing manual effort and increasing accuracy.
• Customized Conga Composer templates to meet specific business requirements, ensuring consistency in branding and content.
• Collaborated with stakeholders to gather and analyze document generation requirements, providing tailored solutions using Conga Composer.
• Successfully integrated Conga solutions with Salesforce objects and external systems, enhancing overall workflow automation.
• Utilized Conga Contracts for contract lifecycle management, optimizing contract creation, negotiation, and approval processes.
• Implemented and configured Multi-Factor Authentication (MFA) solutions for Salesforce, enhancing user authentication security.
• Led the integration of Single Sign-On (SSO) with various Identity Providers (IdPs) using industry-standard protocols such as SAML, OAuth, and OpenID Connect.
• Collaborated with internal and external teams to ensure seamless and secure user access across multiple platforms through SSO.
• Conducted security assessments and implemented measures to ensure compliance with regulatory requirements (e.g., GDPR, HIPAA).
• Developed and maintained documentation for MFA and SSO configurations, ensuring effective knowledge transfer and supportability.
• Designed and developed Lightning Components using Apex, Visualforce, and LWC.
• Implemented custom Lightning pages using the Lightning App Builder for enhanced user experience.
• Successfully integrated Salesforce with external systems using REST/SOAP APIs, improving data consistency and accuracy.
• Implemented unit tests and conducted thorough code reviews, ensuring high-quality and maintainable code.
• Utilized Salesforce DX for source-driven development, enabling streamlined development processes.
• Actively participated in Agile/Scrum methodologies, contributing to regular sprint planning and retrospective meetings.