Lead and facilitate customer workshops, challenge assumptions, and understand service processes and business outcomes
Translate business needs into Salesforce Service Cloud solutions
Design solution roadmaps, user stories and acceptance criteria
Advise when to configure versus customize Salesforce
Collaborate with architects, developers and customer stakeholders
Guide customers on AI and Agentforce opportunities

Strong expertise in customer service processes and Salesforce Service Cloud
Experience designing business solutions and documenting business processes
Solid understanding of Salesforce Service Cloud configuration, including case management, Service Console, Omni-Channel, Knowledge, email-to-case, web-to-case, assignment and escalation rules, entitlements, and milestones
Experience with Salesforce automation using Flow, validation rules, approval processes, dynamic forms, and reporting & dashboards
Good understanding of Salesforce data model, security, sharing, record types, and page layouts
Ability to make sound design decisions, including when to configure vs. customize, understanding platform limitations, integration principles, release management, and when to involve solution or technical architects
Understanding of Salesforce AI capabilities, including Agentforce, Prompt Builder, Einstein features, Knowledge grounding, case summarization, AI-assisted routing, and AI-generated responses
Strong communication skills in both Finnish and English
At least five years of experience in several areas: Salesforce Service Cloud implementations, contact center transformations, customer service modernization, case management redesign, knowledge management, self-service portal implementations

Full 2.5 days/month of vacation accrual starting from the beginning of your employment
Shareholder program, which allows you to be a part owner in Sofigate
Extended healthcare insurance and a wellness programme that is available for all employees

Functional Salesforce Service Cloud Consultant

Key skills