A Salesforce Service Cloud QA is responsible for defining the quality assurance strategy and overseeing the end to end testing of customer service implementations. This role bridges technical expertise in the Salesforce platform with leadership to ensure high quality delivery of service related features like Case Management, Omni Channel, and Knowledge.
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Key Responsibilities
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QA Strategy
Leadership: Define and own the comprehensive QA strategy for Service Cloud implementations, establishing testing standards, governance models, and best practices for the team.
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Test Planning
Execution: Oversee the creation and execution of detailed test plans, cases, and scripts for functional, regression, integration, and user acceptance testing (UAT).
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Service Cloud Validation: Specifically validate complex service workflows, including:
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Case Management: Automation, assignment rules, and escalation pr...