Techno-Functional Consultant with 4+ years of experience implementing CRM, Process improvements, operations support, and operations support in customer service, customization, implementation, Administration, Developer for Oracle Service Cloud
Expertise in configuring the Agent Desktop and automating business processes using contextual Workspaces, Workflows, Agent Scripting, Reports, Business Rules, Custom fields, Custom Objects, Object Event Handlers, PHP Connect API and Building Custom Functionality in Customer Portal.
RightNow CX Implementation includes:
• Agent console report creation and display grid report to Customer portal
• Workspace configurations of Incident, Contact, Organization object.
• OPA Screens creation, build connections to OEC and deployment of the flow
• YUI Data table, autocomplete field creation in Customer Portal.
• Case management and escalations, feedback capture and reports.
• Creation of responsive pages on the customer portal.
• Creating Custom fields and Custom objects.
• Development of Custom Process Models, ROQL, AJAX calls, jQuery and Java scripts and Custom Scripts using Connect API(RNCPHP).
• Postproduction Support through Bug fixes.
• Browser UI Add-in creation and debugging of dot Net Add-ins.
• Integrating third party applications in Customer portal.
• Data import of customer data (Contact and custom objects) using Data Import Wizard and Script
• Analytic reports design as per the customer request.
• Design and development of business rules (Chat, Contact and opportunity) as per the business flow
• Created navigation sets and assigning to profiles
• Design the custom functionality on RightNow customer portal.
• Performed Unit testing and co-ordinate with QA team for bug fixing.