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Service cloud Agentforce

  • Source: Naukri
  • Tata Consultancy Services
  • On-site
  • Bengaluru
  • Full-Time
  • Mid level

Job Description

Role & responsibilities

We are seeking a skilled Salesforce Service Cloud professional with experience in Agentforce (Salesforce AI for Service Agents) to design, implement, and optimize customer service solutions. The role involves building intelligent agent experiences, automation, and AI-driven workflows to improve customer support efficiency.

Preferred candidate profile

  • Design and implement Salesforce Service Cloud solutions, including case management, knowledge base, omnichannel routing, and automation.
  • Configure and deploy Agentforce capabilities (AI-powered agent assistance, conversational AI, automation for support agents).
  • Develop and customize Salesforce using:
  • Apex classes and triggers
  • Lightning Web Components (LWC) / Aura Components
  • Flows and Process Builder
  • Integrate Service Cloud with external systems using REST/SOAP APIs.
  • Implement Omni-Channel, CTI integrations, and customer engagement tools (chat, email, voice).
  • Build AI-driven workflows, recommendations, and automation using Salesforce AI / Einstein / Agentforce features.
  • Manage knowledge articles, service console configurations, and service analytics dashboards.
  • Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
  • Ensure best practices for security, scalability, and performance.
  • Provide support, troubleshooting, and continuous improvements.

Skills

  • Salesforce
  • salesforce-service-cloud
  • web-components
  • lightning-web-components
  • provide-support
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