Sai Reddy

My name is Sai Maheshwara Reddy I’ve been working on the Salesforce domain for the past 6 years, specializing in Salesforce Sales Cloud, Service Cloud, Field Service Lightning, and Salesforce Community Sites. I have a strong track record of configuring, developing, and optimizing Salesforce solutions for enterprises with over 2,000 users.

With 4 Salesforce certifications (Administrator, AI Associate, AI Specialist, and PD1), I have expertise in Lightning Web Components (LWC), Apex, Flows, Reports/Dashboards and REST API integrations.

My experience includes working with large-scale Salesforce implementations, integrating Salesforce with external systems, and enhancing customer and internal business processes. I have received multiple client appreciation and awards from my previous organizations for my contributions to project success.

Below is one example of the Most Complicated Flow I’ve Created

Business Problem:

A global customer support team needed an automated way to route cases to different support queues based on customer region, product type, and severity level through the interactive Einstein chatbot created on a Salesforce customer community site. The existing process caused delays and inefficiencies, leading to low customer satisfaction.

Solution:

Designed and implemented three-way automation connecting Einstein Chatbot – Autolauch Flows – LWC:
Based on the customer’s selection of the product model rendered via the LWC, the product information is fetched, and the values are stored in the chat record.
By analyzing the information provided by the customer in the chat, including the selected product model and the customer’s current region, the auto-launch flow retrieves the appropriate Omni-Channel queue ID based on various conditions (using if-else logic). It also fetches relevant product information, creates cases, and attaches them to the chat record.
Escalates cases to higher-tier support teams if no response is recorded within X hours using Scheduled Path actions.
Sends automated email notifications to support managers when cases exceed SLA limits.
Tools Used: Einstein Chatbot, Salesforce Flow, Omni-Channel, Email Alerts.

Impact: Reduced manual routing efforts by 80%, improved response time by 40%, and significantly enhanced case resolution efficiency.

Project Example: Salesforce Case and Work Orders management using Service Cloud and FSL for Hill-Rom Healthcare Company

·        Orchestrated the management and configuration of Salesforce Service Cloud and Field Service Lightning (FSL) features, tailoring object relations to align seamlessly with business requirements and effectively supporting a user base of 2000.

·        Configured Email Alerts, 6-8 Process Builder, FSL and Record-Triggered Flow, facilitating complex business process automation and ensuring streamlined operations.

·        Used Data Model, Flow and APEX Controller, to establish a connection with MuleSoft to retrieve Order data from the ERP system efficiently by 50% and ensure accurate integration with Salesforce records.

·        Successfully deployed to production well in advance of the client’s stipulated deadline, earning accolades for error-free implementation for 2000+ users. The timely deployment allowed the client to go live on the same day, garnering appreciation from both the client and business unit leads.

Availability:

Open for new projects starting immediately (or specify a date if needed).