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 2024 with Accenture. So there I was working as a Salesforce administrator and developer for a pharmaceutical client. So we were working in an agile methodology where we used to get requirements from the client and we used to have a bi-monthly sprint. So during that time, we used to perform our deployments and everything. So I was handling majorly the administrative activities and the basic development as well. And we had a team of seven people. So I was like for all the development with everything, I was helping the team there as well. And later in 2022, I got an opportunity to work for the parent company of Salesforce, which is Salesforce itself. So I started my journey there as an associate technical support engineer, where I was responsible for working on all the primary, like troubleshooting, tier two, I was the person behind the tier two troubleshooting team. So we used to work on cases and everything, which were being raised by the teams and like the clients, whoever is using Salesforce product and services. So that's how I've been doing. And during my entire Salesforce journey, I've worked on Salesforce Service Cloud, Sales Cloud, and Experience Cloud. And I have worked on the case management modules, like basically, it's all part of the Service Cloud. So yeah, that's how I've been doing. Yeah.

So, in order to migrate data from external system into Salesforce, what we can do is initially we can prepare a CSV file or the data Excel file, whatever the data we have there, prepare it according to the objects or the configuration that we have in the system. If I want to insert the contact data, so what all are the mandatory fields on the contact, I would make sure that the CSV file should contain all those fields and then I can use data import wizard or data loader based on the size of the contacts that we are being importing from one system to another. And again, then we can use Workbench or Salesforce inspector as well here. So yes, that's how we can do and to ensure data integrity, we have data duplication and like data duplication and matching rules. So we can in order to like check if we are not inserting duplicate data or like any user is not inserting any duplicate data, so we can make sure that we are using the matching rules and like the data matching rules and duplication rules, so it will help us ensure that the data that we are entering in the system is not duplicated.

Can you discuss a complex reporting you have managed in salesforce tool, aided in meeting it in a complex reporting need you have. Since we have quite a vast built-in functionalities of reports and dashboards within the salesforce. So yes, in my experience in Accenture, business used to need multiple reports and everything for all the data, like the drugs and medicines that are being produced and how the HCPs and everyone are using the data and everything. So we used to prepare certain reports for that to meet the client's requirements. So yes, there was a scenario where we had to create a custom report type and then in the custom report type as well, we had to check for all the fields and everything, and then pulled the data from both the different objects, used a joint report, and in this way, like salesforce reporting tool has helped us achieve the same in how salesforce aided tools, aided in meeting it. So yes, salesforce has multiple options for configuring the report details according to your needs, like whatever you wish to see.

How do you manage and assign the for a new hire in sales? Manage. Okay. How do you manage and assign the correct permissions for a new hire in the sales department in sales? Okay. So to in order to assign the permission sets and everything while creating the new user after the user creation is complete, there is an option like, uh, 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 and when when there there is an option that assign it to users, there we can, uh, like, add the username. So in this way, we can assign permissions at 2 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 uh what all uh like objects tabs and everything will be uh which uh will be uh like will be adding to that particular uh uh lightning app and who all will be having access to it will it be uh uh available in the launcher what will be the tab visibility uh tab name and all of these things yes one more thing we can uh also check if that uh like lightning app is available in classic or it is uh only visible in like if that can be visible in classic and lightning both that can be done and what all can we think

Describe a scenario where you improved Salesforce user adoption rates and strategies you employed. So back in Accenture when we were working on our project, whenever a new drug was being launched by the company, so there were a set of team or set of users which formed a team for that particular drug. We need to onboard those users, create all the permissions, design the schema, what all permissions they will be having, everything from scratch. So I was a part of that major activity. I was handling the entire user management module. So like what happened previously was there were a few drugs that were being launched and like after the completion and everything, promotion and everything, campaigns and everything were done for that particular users, there was a time when like few users were not logging into the system or like they were no longer required access to the system. So like a license for being getting wasted on that particular user. So I have handled the, like I've rectified all the faulty user management thing where like when we were onboarding new users, I used to prepare clear and concise documentation on how to use the Salesforce platform, what all objects will be there. I used to get in, like I used to, whenever a new team was being onboarded, I used to take charge to like create a meeting or like schedule a meeting with that particular team member and give them introduction of our like product, how like it will be there or what all functionalities they can use in Salesforce. So yes, that's how, and in order to do that, I have also suggested a self-help tool, like if any, like if any HCP or any user was like having any issues in using the, like the CRM or functionality. So before raising a ticket or case with us, they can check the self-help tool in which all the related documentations were available. So they can first look if they were able to resolve that by their own. If not, they can go ahead and raise a ticket with us. So yeah.

What governance standards do you enforce on Salesforce and how do you maintain different users data quality? Okay, what governance standards do you enforce on Salesforce? So like 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 thing could be validation rule, like whatever the data that users are entering should be in the correct form and should be corrected. So that could be the first thing data validation and again we can look for the access OWD role hierarchy and everything like okay, the correct access is being given to them. Yeah, this way.

Listered how would you troubleshoot and resolve complex sharing rules issues that inadvertently restricted data access for deep okay. So first thing, uh, what we will do is we have, uh, for every record that is being shared for that particular object, we have a share, uh, object. Like, if I want to check if any user is having inappropriate access on the contact record, then there is a contact share, uh, object and from which, uh, from the back end, first thing I can query is, uh, like, if that particular user, uh, is get on that particular contact, which type of access she he he or she is having. Like, is he having read access, write access, or whatever access? Then first thing will be would be to check, like, from where on, like, on which which access, uh, he or she will be having. And then, uh, I can first check for the available share. The and and and then, uh, it can give me either it is coming from sharing rules or any implicit sharing or explicit sharing. So these kind of things. And in that way, we can further check if the if there are any available sharing tools for that particular object, and then I can, uh, troubleshoot it that way. You 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 purpose? If so, what tools and features did you, uh, elaborate? Okay. So for case management, first thing would be case assignment rules, uh, escalation rules, any automations that we can use, uh, like, auto response rules. Like, whenever the case is being created, we can customize the acknowledgment of the case and, uh, respond them respond back to the person, uh, with a particular template and everything. So, yes, there. And for case management, we can also leverage the knowledge module that we have so we can attach all the, like, user documentation and everything with that. We can also go for entitlements and milestone for the case management. Those are must which will handle the SLA and, like, the tracker milestone tracker, days left and everything. And apart from this, we can we can use survey responses. So, like, whenever, uh, so feedback management, uh, module that we have in service cloud and as a part of a case management thing. So whenever a case is closed, the cast like, whoever has read that case, they can give a feedback on how their experience was. So yeah.

Discuss a situation where you integrated Salesforce with an email communication. System to system to streamline marketing efforts. So, uh, like, I'm not very much I've not, uh, in like, worked on integration specifically. But, yes, we sometimes we integrate our mailboxes with external devices like Outlook and everything, which is, uh, like, uh, 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.