Cadastra

Salesforce Analyst

• Manage and evolve Salesforce Service Cloud, focusing on customer service, productivity, and governance;
• Map processes and business rules, translating requirements into platform solutions;
• Configure and maintain Cases, fields, page layouts, statuses, categories, and record types;
• Design and enhance the Service Console to improve agent productivity;
• Configure queues, routing, distribution, and prioritization of service requests;
• Configure Omni-Channel and support operational supervision using Omni Supervisor;
• Support the implementation and enhancement of native service channels such as email, chat, and portal/site;
• Configure and refine SLAs, Entitlements, and Milestones;
• Structure and maintain the Knowledge base;
• Set up productivity tools such as Macros, Quick Text, templates, and standard communications;
• Implement and maintain automations for triage, notifications, distribution, and process standardization;
• Support integrations for accessing and querying service data;
• Configure profiles, permissions, and access visibility;
• Build and maintain operational reports and dashboards;
• Provide user support, deliver functional training, and assist with platform adoption;
• Work with business and technology teams to prioritize the backlog and continuously evolve the solution.

Salesforce Analyst – Service Cloud