Aakansha Rajput

Hi Dean, thank you for giving me this opportunity to record this interview. So first of all, I would like to give you an introduction about myself. I started my Salesforce journey back in 2014 with Accenture. So there, I was working as a Salesforce administrator and developer for a pharmaceutical client. So we worked in an agile methodology, where we would get requirements from the client and have a bi-monthly sprint. So during that time, we performed our deployments and everything. I was handling major administrative activities and basic development as well. We had a team of seven people. I was like a go-to person for all development and was helping the team as well. And later in 2022, I got an opportunity to work for the parent company of Salesforce, which is Salesforce itself. I started my journey there as an associate technical support engineer, where I was responsible for working on primary, like troubleshooting, tier two – I was the person behind the tier two troubleshooting team. We worked on cases and everything, which were raised by teams and clients using Salesforce products and services. That's how I've been doing it. During my entire Salesforce journey, I've worked on Salesforce Service Cloud, Sales Cloud, and Experience Cloud. I have worked on the case management modules, which are all part of the Service Cloud. So, that's how I've been doing.

To migrate data from an external system into Salesforce, we can initially prepare a CSV file or an Excel file, whatever the data we have, prepare it according to the objects or the configuration that we have in the system. If we want to insert contact data, we would ensure that the CSV file contains all the mandatory fields for the contact object. We can then use the data import wizard or data loader based on the size of the contacts we are importing from one system to another. Additionally, we can use Workbench or Salesforce Inspector as well. To ensure data integrity, we have data duplication and matching rules. We can use these rules to check if we are not inserting duplicate data, and to prevent any user from inserting duplicate data, we can make sure that we are using matching rules and data matching rules, as well as duplication rules. This will help us ensure that the data we are entering in the system is not duplicated.

Can you discuss a complex report you managed in Salesforce, and how you met the client's need for a custom report? Since Salesforce has a vast array of built-in functionalities for reports and dashboards. In my experience at Accenture, businesses often required multiple reports for various data, such as drugs and medicines being produced, and how HCPs and others were utilizing the data. To meet these requirements, we would prepare specific reports. There was a scenario where we had to create a custom report type and then check all the fields within the custom report type. We pulled data from different objects using a joint report. In this way, the Salesforce reporting tool helped us achieve the desired outcome. Salesforce offers multiple options for configuring report details according to your needs, allowing you to view whatever you wish to see.

How do you manage and assign the correct permissions for a new hire in the sales department? So to assign the permission sets and everything while creating the new user after the user creation is complete, there is an option to manage permission set. From there, we can assign any required permission set to that particular user. And then in that way, we can do it or we can directly go to the permission set from the setup, open that permission set, and there is an option to assign it to users, where we can add the username. So in this way, we can assign permissions to users.

explain the process of creating a custom lightning app in salesforce from ideation to deployment from ideation to deployment and list critical considerations okay explain the process of creating a custom lightning app custom lightning app okay explain the process of creating a custom lightning app in salesforce from ideation to deployment and list critical considerations okay the first thing we can create multiple like lightning apps in salesforce so we need to go to the setup and from setup we can search like lightning app like lightning applications then from there we can click on new and then create a new lightning app now from ideation to deployment and list critical considerations so the consideration can be first who all will be having access to that lightning application what all like objects tabs and everything will be which will be like will be adding to that particular lightning app and who all will be having access to it will it be available in the launcher what will be the tab visibility tab name and all of these things yes one more thing we can also check if that like lightning app is available in classic or it is only visible in like if that can be visible in classic and lightning both that can be done and what all can we think

So back in Accenture when we were working on our project, whenever a new drug was being launched by the company, a set of team or set of users formed a team for that particular drug. We needed to onboard those users, create all the permissions, design the schema, and determine what all permissions they would have, everything from scratch. I was a part of that major activity and handled the entire user management module. What happened previously was that when a few drugs were being launched and after completion, promotion, and campaigns were done for those users, there was a time when a few users were not logging into the system or were no longer required to access the system, resulting in a wasted license for that particular user. I rectified the faulty user management by preparing clear and concise documentation on how to use the Salesforce platform, what all objects would be available. Whenever a new team was being onboarded, I would take charge and schedule a meeting with the team members to introduce our product and explain the functionalities they could use in Salesforce. To further support this, I suggested a self-help tool where any HCP or user could check the related documentation before raising a ticket or case with us. If they were unable to resolve the issue, they could go ahead and raise a ticket with us.

What governance standards do you enforce on Salesforce? So, by the governance standards, either this could be and how do you maintain different users data quality? How do you maintain different users' data quality? We can, in order to maintain data quality, and everything, first things could be validation rules. Whatever the data that users are entering should be in the correct form and should be corrected. That could be the first thing, data validation. And again, we can look for the access OWD role hierarchy and everything, like the correct access is being given to them, yeah, this way.

Listened how would you troubleshoot and resolve complex sharing rules issues that inadvertently restricted data access for deep okay. So first thing, what we would do is for every record that is being shared for that particular object, we have a share object. Like, if I want to check if any user is having inappropriate access on the contact record, then there is a contact share object. From which, from the backend, first, I can query if that particular user is getting access to that particular contact, which type of access they are having. Like, are they having read access, write access, or whatever access? Then, I would check from where they will be having that access. And then, I can check for the available shares. It can give me either it is coming from sharing rules or any implicit sharing or explicit sharing. So, these kinds of things. And in that way, we can further check if there are any available sharing tools for that particular object, and then I can troubleshoot it that way. You would troubleshoot.

Design a plan for restructuring of Salesforce roles and profiles that requires minimizing disruption to existing workflows and data accessibility. Okay, design a plan for restructuring of Salesforce roles and profiles that requires minimizing disruption to existing workflows and data accessibility. Okay, so while doing a restructuring for the roles and everything. One possible thing we can do is to put dummy roles or like the dummy users for the existing ones that we have. And so that like, if there are any automations, anything in automations in place, then that would not be effective. First thing. First thing would be we will not be doing it directly in production. So we will be first checking it in sandbox like if the dummy thing would work or not. Design a plan for restructuring of Salesforce roles and profiles that requires minimizing disruption to existing workflows and data accessibility. Restructuring of Salesforce roles and profiles. I think for roles we will go for the dummy one, we can create dummy users and then put them in that place. And the ones which we want to remove, we can remove them and put the dummy one, replace them with the dummy ones.

Have you had experience customizing Salesforce for case management purposes? If so, what tools and features did you elaborate? Okay, so for case management, the first thing would be case assignment rules, escalation rules, and any automations we can use, such as auto-response rules. Like, whenever a case is being created, we can customize the acknowledgment of the case and respond to the person with a particular template and everything. So, yes, there. And for case management, we can also leverage the knowledge module to attach all user documentation and everything with that. We can also use entitlements and milestones for case management. Those are must-haves that will handle SLAs and the tracker, milestone tracker, days left, and everything. Apart from this, we can use survey responses. So, like, whenever a case is closed, the case feedback management module in Service Cloud, as a part of case management, allows whoever has read the case to give feedback on their experience. So yeah.

Discuss a situation where you integrated Salesforce with an email communication. System to system to streamline marketing efforts. So, like, I'm not very much I've not, in like, worked on integration specifically. But, yes, we sometimes we integrate our mailboxes with external devices like Outlook and everything, which is, like, the email address that we have for Salesforce. And that way, we can use it. So yeah. But, yes, definitely given a chance, I would like to work on this aspect as well. It will help me to learn more.