Aicha Mouhtadi

-Implementation of Salesforce Service Cloud, including AI functionalities (Einstein).

-Evolution of the Salesforce data model and integration with the legacy ERP.

-End-to-end Service Cloud deployment: requirements gathering and prioritization, User Story writing, impact analysis, design, configuration, data migration, testing and business acceptance, go-live, and training.

-Operational coordination of stakeholders (business, technical, publisher).

-Risk management and corrective action monitoring.

-Facilitation of scoping workshops and formalization of existing and target business processes.

-Improvement of data quality and anomaly resolution.

-Realization of AI POC / MVP on Service Cloud (IDP, prompt configuration, RPA).

-User training, post-deployment support, and customer relationship KPI monitoring.

-Creation of Salesforce dashboards for service manager activity tracking.

-Change management and go-live support.

-Implementation of Salesforce Field Service & CPQ.

-Guarantee of deliverable quality (User Stories integrated into sprints) throughout the entire development chain.

-Proposal of standard Salesforce solutions, adapted to business needs.

-Facilitation of business workshops and backlog structuring (Epics, User Stories).

-Design of existing and target user journeys (technicians, dispatchers), with definition of tasks in Salesforce Field Service.

-Agile monitoring: estimation, development support, functional testing.

-Salesforce Service Cloud and Sales Cloud evolutions: Case Management, Knowledge Base, Opportunities, Quotes, Accounts, Contacts, Reporting, Salesforce Industries / OmniStudio (SAFe / Agile methodology).

-End-to-end operational management: needs scoping guided by product vision, backlog structuring and prioritization (Epics, Enablers, features, User Stories, technical debt, bugs), writing and validation of functional and technical User Stories, progress tracking in Jira, testing and business acceptance before go-live, bug management.

-Co-design of customer journeys for customer service centers.

-Facilitation of business workshops and coordination with teams (architects, analysts, developers, SAFe Product Owners), Salesforce configuration.

-Presentation of Agile ceremonies (sprints, PI Planning).

-User support and incident monitoring during the RUN phase.

-Definition of Customer Service KPIs and creation of Salesforce reporting.

-Support and skill development for the team's Salesforce consultants (coach and functional referent role).