o Develop custom CCC apps based on existing Service Cloud solution o Design and develop different CCC apps (different countries/requirements) in one Org! o Calculate Trend reports for different types of interactions o Configure reports to gather employee performance metrics o Develop custom Delegation module o Leverage OOB features and custom components to automatically assign/escalate/resolve Case base on region, channel and case type o Use best practices to configure and customize interaction channels including email, telephony, chat, social media