Satish Kumar Danda
Verified Expert in Engineering
Salesforce Developer
Satish is a "forever learner" and a software professional with over 14 years of experience. Salesforce is the platform in which Satish specializes, and he's earned six Salesforce certifications updated to the latest release. Satish is currently a technical architect within a retail organization and is responsible for design and development within the client's Salesforce implementation. Satish takes pride in his work and goes the extra mile to ensure quality.
Portfolio
Experience
Availability
Preferred Environment
Salesforce, Git, Visual Studio Code (VS Code), Windows
The most amazing...
...project was where I designed and implemented a chatbot to answer common customer queries. This led to lesser wait time and a 40% case deflection.
Work Experience
Technical Architect
Genzeon Technologies
- Created Einstein bots to help reduce agent workload. The bot could interface with the customers first and then redirect the customers to the agent if required.
- Implemented Salesforce Communities for offline stores for support services.
- Implemented live message-based customer support (SMS/text).
Senior Engineer
Commvault Systems India Pvt. Ltd.
- Implemented a workflow for registration of new deals from partners through code.
- Developed a partner portal to provide partner self help.
- Built a custom implementation to store quotes offered to customers.
MCS Engineer
Salesforce.com India Pvt Ltd.
- Was responsible for the maintenance of the Salesforce implementation of certain to- tier clients.
- Provided proactive support in identifying issues in customer implementations.
- Helped pilot the developer community support initiatives in India.
Experience
Einstein Bots for Support
Problems: The agents had a heavy workload which resulted in agent productivity being average at best and with customers with chat requests who ended up waiting for a long time.
Requirements: We needed to implement solutions that decreased the workload and the wait time by utilizing features within Salesforce and not by hiring more agents.
Solutions: Einstein chatbots that served a middle man between the customers and the agent. The bot answered the most common questions and directed it to the agent only when the request was unable to be handled by the bot. This led to reduced wait times, reasonable agent workload, and above all, customer satisfaction. We observed around 40% case deflection every month.
This was a huge win—both for the client and its customers.
Salesforce Communities Implementation
Deal Registration Flow
It also enables the company to pass a deal to other partners and track the progress.
Skills
Languages
Apex, JavaScript, C#
Frameworks
Lightning Components, Visualforce, .NET, ASP.NET MVC
Tools
Visualforce Pages, Git
Platforms
Salesforce, Windows, Visual Studio Code (VS Code)
Other
Aura, MavensMate, SOAP, Salesforce Lightning, Deployment
Libraries/APIs
jQuery
Paradigms
Agile Software Development, Agile Project Management
Storage
Azure Cloud Services, Microsoft SQL Server
Education
Bachelor's Degree in Computer Applications
Sikkim Manipal University - Gangtok, Sikkim, India
Certifications
Copado Certified Administrator
Copado
Microsoft Certified: Azure Fundamentals
Microsoft
Certified Scrum Master (CSM)
Scrum Alliance
Copado Certified Developer
Copado
Salesforce.com Certified Platform App Builder
Salesforce.com
Salesforce Certified Platform Developer II
Salesforce.com
Salesforce Certified Platform Developer I
Salesforce.com
Salesforce Certified Service Cloud Consultant
Salesforce.com
Salesforce Certified Sales Cloud Consultant
Salesforce.com
Salesforce Certified Advanced Administrator
Salesforce.com
Salesforce Certified Administrator
Salesforce.com
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