When I think about my Salesforce Administrator journey, it always amazes me how my future career began with just one curious click. You see, seven years ago, I was working as a customer service rep in a call center. I spent my days answering anywhere from 50 to 70 phone calls and averaged around 500 closed cases a month. Since I worked the night shift and usually got my work done early, I helped my supervisor distribute cases to service reps. The org I worked in didn’t have case assignment rules, and therefore, we had to manually pass them out throughout the day. This process also included manually counting the number of cases we gave each rep and checking the number they had closed every hour. It was a very tedious process, and I knew there just had to be a better way to automate it.
One day after I
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