This is a tier-2 operational support role. Although the role won't require active coding and development, tier 2 should have skill sets to dig deep and conduct root cause analysis, hence we're still interested in a candidate with Salesforce technical development skills. Advance the OPEX nature of the role. Used Field service lightning (FSL) - Strong experience, Service, resource, capacity management and work order and service appointment scheduling How much customization - mostly OOTB, but lots of custom process as well(FSL)- APEX, Custom component Sales & Service cloud 3rd party systems Middleware - Boomi(SAP, right now NetSuite) , Direct integration - 3PL - Platform connector FS mobile is a great Ticketing - JIRA cloud