Swati Kamal

About Swati Kamal

Summary:1. Results-driven Salesforce QA professional with 10+ years of experience in testing enterprise CRM and field service solutions across Salesforce Marketing Cloud, Service Cloud, and ServiceMax. Strong expertise in campaign automation, case management, SLA validation, work order lifecycle, mobile testing, and complex system integrations, including API, ERP, and CTI. Proficient in functional, integration, system, regression, and UAT testing within Agile environments, with solid experience in test strategy, defect management, and release validation. B.Tech in Computer Science & Engineering with an MBA, offering a strong blend of technical expertise and business acumen to deliver high-quality, scalable, and business-aligned Salesforce solutions.Certifications:1. Salesforce certified Administrator2. ServiceMax Certified Administrator 3. Salesforce certified Business Analyst4. Salesforce-certified Service Cloud Consultant5. Salesforce-certified Sales Cloud Consultant6. Salesforce certified Experience cloud consultant7. Salesforce certified AI associateKey Skills:1. Salesforce Platforms: Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Contact Builder), Salesforce Service Cloud, ServiceMax (Field Service Management)2. Testing Expertise: Manual Testing, Functional Testing, Integration Testing, System Testing, Regression Testing, UAT, End-to-End Testing.3. Marketing Cloud Testing: AMPscript Validation, Dynamic Content Testing, Subscriber Segmentation, SQL Query Activities, Triggered Sends, Automation Workflows3. Service Cloud Testing: Case Management, Omni-Channel Routing, Entitlements & SLAs, Escalation Rules, Knowledge Management, Email-to-Case, Web-to-Case4. Field Service / ServiceMax: Work Orders, Service Appointments, Dispatch Console, Preventive Maintenance, Warranty Management, Parts & Inventory Tracking, Mobile Testing (Online/Offline Sync)5. Automation & Configuration Validation: Salesforce Flows, Process Builder, Workflow Rules, Approval Processes6. Integration Testing: API Testing, CRM–Marketing Cloud Sync, ERP Integration, CTI Integration, Third-Party System Validation7. Security & Access Control: Profiles, Roles, Permission Sets, Field-Level Security, Sharing Rules8. Test Management: Test Planning, Test Case Design, RTM, Test Data Preparation, Test Execution, Test Summary Reports9. Defect & Agile Tools: JIRA, Agile/Scrum, Sprint Planning, Defect Triage10. Reporting & Analytics: Salesforce Reports & Dashboards, Campaign Tracking Metrics (Open, Click, Bounce)

Experience

1. Senior Package Consultant

   IBM

   Jan 2022 — Present · Bengaluru, IN

   Strong experience in:1. Functional, Integration, System, Regression, and UAT testing2. Test Plan preparation, Test Case design, RTM maintenance, and Test Summary Reports3. Defect lifecycle management and Agile/Scrum methodology4. End-to-end SIT and production validation support5. Cross-functional collaboration with Business Analysts, Developers, and StakeholdersDomain expertise:1. Salesforce marketing cloud2. Salesforce Service Cloud3. Servicemax/Field ServiceExperienced Salesforce QA professional with strong expertise in testing Salesforce Marketing Cloud, Service Cloud, and ServiceMax (Field Service Management) solutions across end-to-end enterprise implementations. Proven experience in validating complex CRM workflows, marketing automation, customer service processes, and field service operations within Agile environments.

Education

• Banasthali Vidyapith

  Bachelor of Technology (B.Tech.), Computer Science

  2007 — 2011

• PCTE Group of Institutes, Ludhiana

  Master of Business Administration (MBA), International Business

  2011 — 2013

Skills

• Salesforce.com
• Trigger
• Lease Negotiations
• Business Impact Analysis
• Business Process Improvement
• Apex Data Loader
• Force.com
• Salesforce.com Implementation
• Requirements Analysis
• Salesforce.com Development
• Customer Satisfaction
• Management
• Marketing
• Business Analysis
• Business Development
• Sales Operations
• Salesforce.com Administration
• Team Management
• Visualforce Pages
• Visualforce
• Sales Process
• Customer Relationship Management (Crm)
• Apex Programming
• Salesforce.com Consulting