公开(公告)号：US10958535B2

公开(公告)日：2021-03-23

申请号：US16722305

申请日：2019-12-20

Applicant: salesforce.com, inc.

Inventor： Marco S. Casalaina ,  Gautam Vasudev ,  Rahul Kaw ,  Rachel Wang ,  Jason Aaron Ellis

IPC: H04L12/24 ,  H04L12/58 ,  H04M7/00 ,  H04M3/42 ,  H04L29/08 ,  H04L29/06

Abstract: Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

公开(公告)号：US09600510B2

公开(公告)日：2017-03-21

申请号：US14960160

申请日：2015-12-04

Applicant: salesforce.com, inc.

Inventor： Scott D. Beechuk ,  Orjan N. Kjellberg ,  Larry P. G. Robinson ,  Michael Ramsey ,  Arvind Krishnan ,  Jyoti M. Khubchandani ,  Jill Blue Lin ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis ,  Christopher A. Myers ,  Vahn K. Phan ,  Chitra Gulabrani

IPC: G06F17/30 ,  G06Q50/00 ,  G06Q10/06 ,  G06F3/0484 ,  G06Q30/00 ,  H04L29/08

CPC classification number: G06F17/30345 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/30867 ,  G06Q10/06 ,  G06Q30/016 ,  G06Q50/01 ,  H04L67/02

Abstract: Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

公开(公告)号：US10684752B2

公开(公告)日：2020-06-16

申请号：US14251389

申请日：2014-04-11

Applicant: salesforce.com, inc.

Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

IPC: G06F3/0484 ,  G06Q10/10 ,  H04L12/58

Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for responding to actionable text patterns in a feed item. In some implementations, a computing device receives textual input for a feed item to be published in an information feed. The computing device identifies in the textual input an actionable text pattern and transmits a portion of the actionable text pattern to a server. The computing device receives, from the server, one or more names of entities. The entities may be object records stored in a database, wherein the names of the entities match the portion of the actionable text pattern transmitted to the server. The computing device receives a selection of a first of the one or more names.

公开(公告)号：US20170154063A1

公开(公告)日：2017-06-01

申请号：US15428530

申请日：2017-02-09

Applicant: salesforce.com, inc.

Inventor： Scott D. Beechuk ,  Orjan N. Kjellberg ,  Larry P.G. Robinson ,  Michael Ramsey ,  Arvind Krishnan ,  Jyoti Khubchandani ,  Jill Blue Lin ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis ,  Christopher A. Myers ,  Vahn K. Phan ,  Chitra Gulabrani

IPC: G06F17/30 ,  G06F3/0482 ,  G06Q50/00

CPC classification number: G06F16/23 ,  G06F3/0482 ,  G06F3/04842 ,  G06F16/9535 ,  G06Q10/06 ,  G06Q30/016 ,  G06Q50/01 ,  H04L67/02

Abstract: Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

公开(公告)号：US20160085787A1

公开(公告)日：2016-03-24

申请号：US14960160

申请日：2015-12-04

Applicant: Salesforce.com, Inc.

Inventor： Scott D. Beechuk ,  Orjan N. Kjellberg ,  Larry P.G. Robinson ,  Michael Ramsey ,  Arvind Krishnan ,  Jyoti M. Khubchandani ,  Jill Blue Lin ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis ,  Christopher A. Myers ,  Vahn K. Phan ,  Chitra Gulabrani

IPC: G06F17/30 ,  H04L29/08 ,  G06Q30/00 ,  G06F3/0484

CPC classification number: G06F17/30345 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/30867 ,  G06Q10/06 ,  G06Q30/016 ,  G06Q50/01 ,  H04L67/02

Abstract: Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

公开(公告)号：US20140310608A1

公开(公告)日：2014-10-16

申请号：US14251389

申请日：2014-04-11

Applicant: salesforce.com, inc.

Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

IPC: H04L12/24 ,  G06F3/0484

Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for responding to actionable text patterns in a feed item. In some implementations, a computing device receives textual input for a feed item to be published in an information feed. The computing device identifies in the textual input an actionable text pattern and transmits a portion of the actionable text pattern to a server. The computing device receives, from the server, one or more names of entities. The entities may be object records stored in a database, wherein the names of the entities match the portion of the actionable text pattern transmitted to the server. The computing device receives a selection of a first of the one or more names.

Abstract translation: 公开了用于响应馈送项目中的可操作文本模式的方法，装置，系统和计算机可读存储介质。 在一些实现中，计算设备接收要在信息馈送中发布的馈送项的文本输入。 计算设备在文本输入中标识可操作的文本模式，并将可操作文本模式的一部分发送到服务器。 计算设备从服务器接收一个或多个实体名称。 实体可以是存储在数据库中的对象记录，其中实体的名称与发送到服务器的可动作文本模式的部分相匹配。 计算设备接收一个或多个名字中的第一个的选择。

公开(公告)号：US20200236007A1

公开(公告)日：2020-07-23

申请号：US16722305

申请日：2019-12-20

Applicant: salesforce.com, inc.

Inventor： Marco S. Casalaina ,  Gautam Vasudev ,  Rahul Kaw ,  Rachel Wang ,  Jason Aaron Ellis

IPC: H04L12/24 ,  H04L12/58 ,  H04M7/00

Abstract: Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

公开(公告)号：US10554503B2

公开(公告)日：2020-02-04

申请号：US15213608

申请日：2016-07-19

Applicant: salesforce.com, inc.

Inventor： Marco S. Casalaina ,  Gautam Vasudev ,  Rahul Kaw ,  Rachel Wang ,  Jason Aaron Ellis

IPC: H04L12/24 ,  H04L12/58 ,  H04M7/00 ,  H04M3/42 ,  H04L29/08 ,  H04L29/06

Abstract: Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

公开(公告)号：US20170005881A1

公开(公告)日：2017-01-05

申请号：US15213608

申请日：2016-07-19

Applicant: salesforce.com, inc.

Inventor： Marco S. Casalaina ,  Gautam Vasudev ,  Rahul Kaw ,  Rachel Wang ,  Jason Aaron Ellis

IPC: H04L12/24 ,  H04L12/58

Abstract: Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

Abstract translation: 公开了用于在按需服务环境中与电话系统接口的系统，装置，方法和计算机可读介质。 在一个实施例中，客户机与数据提供者和电话系统通信。 电话系统由与数据提供商分开的电话提供商操作。 在客户机从电话系统接收到消息。 该消息包括关于与电话有关的电话事件的信息。 手机事件信息在客户端机器上的web浏览器中的用户界面的第一部分中提供。 用户界面的第二部分能够从数据提供者显示在客户机处收到的信息。 用户界面的第一部分和用户界面的第二部分被适配成彼此通信。 例如，用户界面的第一部分适于将包括电话事件信息的消息发送到用户界面的第二部分。

公开(公告)号：US09398156B2

公开(公告)日：2016-07-19

申请号：US14180085

申请日：2014-02-13

Applicant: salesforce.com, inc.

Inventor： Benjamin Snyder ,  Vahn K. Phan ,  Mustafa O. Al-Alami ,  Jason Aaron Ellis

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5233 ,  H04M3/42068 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2203/551

Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more servers receive a communication associated with a customer case item. The one or more servers determine one or more case attributes associated with the customer case item and identify a first customer service agent having one or more agent attributes that match the one or more case attributes of the customer case item. The one or more servers assign the customer case item to the first customer service agent and provide first data of the customer case item to a first display device associated with the first customer service agent, the first display device configured to display a user interface including a first component indicating the first data of the customer case item.

Abstract translation: 公开了用于在客户服务环境中管理客户服务代理工作负载的方法，装置，系统和计算机可读存储介质。 在一些实现中，一个或多个服务器接收与客户案例项目相关联的通信。 一个或多个服务器确定与客户案例项目相关联的一个或多个案例属性，并且识别具有与客户案例项目的一个或多个案例属性匹配的一个或多个代理属性的第一客户服务代理。 一个或多个服务器将客户案例项目分配给第一客户服务代理，并将客户案例项目的第一数据提供给与第一客户服务代理相关联的第一显示设备，第一显示设备被配置为显示包括 第一个组件指示客户案例项目的第一个数据。