Location: Bay Area, CA
Project Duration:6 Months
Visa Status:H1B,GC,US Citizen
Must have Skills
· SFDC Techno Functional requirement . A BA cum a technical guy , able to do a scope and gap analysis into existing SFDC Management Module.
· Purpose: Redesign or rewrite the CE module within Salesforce to accommodate a growing case load for tracking and reporting.
· Must build additional SFDC functionality to an already existing SFDC module on case management
· Auto case creation
· Auto response to email
· Ease of use
· Email history auto captured
· Open read and write (to comments) provided to email distribution lists
· Salesforce app connectivity and alerts
· Reporting capability (need to rename and add more fields)
· Metrics capture (mean time to response; mean time to resolution; first contact resolution)
· Ability to capture and report CSAT scores
· Supports dashboard creation
· Easy to merge cases
· Ability to easily add names to Salesforce database
· Connect to performance database (for TMO/efficiency numbers)
· Connect to Oracle for connectivity to service cases
Thanks
Kent Martin
KSN Technologies, Inc | 364 Indian Boundary Road, Suite A :: Chesterton, IN 46304
PH: 219.989.6563 F: 800.934.7162 E: kent@ksntech.com
www.ksntech.com | Business Solutions Driven by Technology
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