Job Description
- Case Management Configuration
- Knowledge of Case Lifecycle, Escalation Rules, Assignment Rules, Queues
- Email-to-Case and Web-to-Case setup
- Service Console Customization
- Experience configuring the Lightning Service Console for support agents
- Omni-Channel & Routing
- Skills in setting up Omni-Channel for routing cases, chats, and other work items
- Knowledge Management
- Implementing and managing a searchable knowledge base
- Publishing, versioning, and article visibility controls
- Entitlement & Milestone Management
- Service contracts, SLAs, and milestone automation
- Automation Tools
- Proficiency in Flow Builder, Process Builder,
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