My Impact - Abhay kacker

Expertise & Focus Areas

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Pre-Sales Leadership

Driving regional growth through value-based selling, ROI storytelling, and strategic C-level engagement.

Founder of Salesforce India Foundation

01

Inspired by Marc Benioff’s 1-1-1 model of integrated philanthropy, I set out to bring that same spirit of giving back to Salesforce India.
What began as a small initiative with a Facebook page and a few passionate colleagues quickly grew into a meaningful volunteering community.
Partnered with a local preschool and an orphanage to create hands-on opportunities for giving back to society.
By November 2011, successfully organized Salesforce Run — one of the first community-driven volunteering events in India.
The experience reinforced that giving back isn’t just a value — it’s a way of working that builds connection, empathy, and impact.
Invested in strengthening the pre-sales ecosystem by simplifying how Solution Engineers build impactful demos.
Qbrix enables teams to easily “ASEANise” their demos — embedding regional data, language nuances, and industry scenarios with just a few clicks .
The framework has accelerated demo readiness, improved consistency, and enhanced customer relevance across the APAC pre-sales community.

Field Service Datapacks

02

Salesforce Field Service has traditionally been one of the most complex solutions to demonstrate across the ASEAN region due to diverse markets and the need for localized datasets.
Each country—from Singapore to Thailand, the Philippines, and Vietnam —has unique service models, regulatory nuances, and customer expectations.
Core Solution Engineers faced challenges delivering compelling demos because environments often lacked region-specific data that resonated with local audiences.
Over time, the Field Service architecture evolved significantly, making many existing demo tools and templates obsolete.
To address this, I conceptualized and led the development of Qbrix — a dynamic framework that generates localized, preconfigured Field Service demosenriched with regional data.
Qbrix restored the agility of our demo ecosystem and empowered SEs across ASEAN to deliver highly contextual, impactful demonstrations.
This initiative strengthened Salesforce’s positioning as a trusted transformation partner across the ASEAN region.

Friday Four Minutes for Field Service

03

Launched a knowledge-sharing initiative called “Friday Four Minutes for Field Service” to promote continuous learning and enablement within the SE community.
Designed short, focused demo sessions under four minutes to help core SEs quickly grasp and configure key Salesforce Field Service capabilities.
Covered essential Field Service features including data packs, harbour cruise setup, enhanced scheduling, and optimization.
Made learning more accessible, practical, and engaging for Solution Engineers without the need for long-form training sessions.
The series became a go-to enablement assetacross the team, driving faster adoption and deeper understanding of Field Service essentials.

Send Chat Transcripts Via Email

04

Helped create a demo component enabling agents to send chat transcripts via email with just a few clicks, one of the most requested demo features.
The component enhanced demo realism and quickly became a go-to enhancement widely adopted by SEs for more impactful presentations.
As the Solution Engineer for International SOS and Grab, collaborated on solutions addressing compliance and service qualityneeds in regulated industries.
Solved a recurring customer requirement to restrict agents from sending emails containing prohibited or sensitive words dynamically checking text against regex patterns.
Conceptualized, seeded, and developed a demo component demonstrating automated compliance and governance within Salesforce Service Cloud.
Strengthened Salesforce’s positioning as a trusted platformfor secure, compliant service operations through real-world technical storytelling.

Agentforce Powered Appointment Scheduling

05

Salesforce Agentforce became a key enabler in my journey to build reusable demo components for faster, more consistent solution delivery.
Created the Agentforce Scheduling component to automate Service Appointment creation and management through simple, configurable agents.
The solution streamlined demo preparation and highlighted Salesforce’s automation power in an intuitive, scalable, and region-ready format.
Adopted widely by Solution Engineers across regions, it demonstrated the efficiency and reusability possible through Agentforce-driven innovation.

Track Verbal Agreements

06

Identified limitations in standard Salesforce Service Cloud Milestones & Entitlements for dynamic customer promise scenarios.
Challenge surfaced while supporting Aspire Lifestyles , where agents made personalized commitments to customers in real time.
Conceptualized and designed a flexible framework to track and manage dynamic, agent-made service commitments.
Enabled teams to honor verbal agreements without relying solely on rigid entitlement structures.
Solution continues to be used and referenced by Salesforce SEs today,demonstrating innovation and platform adaptability.

Aspire Demo

07

Engagement began with Aspire Lifestyles to redefine the boundaries of Service Cloud capabilities.
Broke traditional limitations by overriding standard milestones and reimagining customer workflows.
Built rich, intuitive experiences using advanced Screen Flows to streamline service operations.
Integrated MuleSoft for real-time concierge booking experiences across travel and hospitality systems.
Powered live flight reservations via SITA & Amadeus , restaurant bookings via SevenRooms , and taxi requests through third-party APIs.
Delivered a truly connected, concierge-grade experience on Salesforce—showcasing end-to-end service innovation.

Advanced Epson Field Service Demo

08

Built a first-of-its-kind demo for Epson.
Designed an advanced Field Service experience tailored for real-world enterprise workflows.
Integrated VRA-powered scheduling to show smart, automated service appointment allocation.
Combined demo with Contractor Portal to highlight seamless collaboration between internal teams and external partners.
Delivered an end-to-end, unified experience demonstrating the full power of Salesforce Field Service in action.

Express VPN Agentforce demo

09

Built Salesforce-powered automation for ExpressVPN 🚀.
Streamlined refund processing with automated workflows for faster resolution.
Automated GDPR data deletion requests to enhance privacy and compliance.
Improved operational efficiency and ensured secure, privacy-first support handling.
Delivered a modern, scalable automation framework that redefines customer support excellence.

Kudos

“Abhay is an invaluable, high-impact asset to our team. His deep expertise in Service Cloud and Field Service is a critical differentiator, giving us a competitive edge in strategic accounts like Bybit, Tuas Power, and NUS.
Beyond his technical mastery, Abhay consistently demonstrates an approachable and collaborative spirit. He is a committed partner to the SMB team, often going above and beyond to support our deals, regardless of their size. Abhay’s insightful, positive approach ensures our solutions directly address customer challenges and wow them with our latest innovations. He is rightly regarded by the team and our customers as a trusted advisor.”

Vernon Cheo

RVP ESMB

“Abhay has done an outstanding job leading the BPI Service Voice RFP and the Meralco Field Service Voice portion of SELA. His dedication, attention to detail, and strong work ethic consistently shine through. He approaches every task with a sense of ownership and persistence, ensuring that deliverables are completed with quality and on time. His ability to stay focused under pressure and collaborate effectively across teams makes a real difference. I truly believe Abhay is an asset to Salesforce and a key contributor to our continued success in the Philippines.”