公开(公告)号：US20190043058A1

公开(公告)日：2019-02-07

申请号：US16155736

申请日：2018-10-09

Applicant: salesforce.com, inc.

Inventor： Eric Moore ,  Sutthipong Thavisomboon ,  Yuseung Kim ,  Bryan Hart ,  Jaroslaw Kozieronek

IPC: G06Q30/00 ,  H04W4/21 ,  G06Q50/00 ,  H04L12/58

CPC classification number: G06Q30/016 ,  G06Q50/01 ,  H04L51/32 ,  H04W4/21

Abstract: Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

公开(公告)号：US09971482B2

公开(公告)日：2018-05-15

申请号：US14727067

申请日：2015-06-01

Applicant: salesforce.com, inc.

Inventor： Marco S. Casalaina ,  Jason A. Ellis ,  David Yung ,  Luke Fu ,  Eric Wulff ,  Chitra Gulabrani ,  Sutthipong Thavisomboon ,  Natalie Doan ,  Steve Weiss

IPC: G06F17/20 ,  G06F3/0484 ,  G06F17/30 ,  H04L12/24 ,  G06F3/0481 ,  G06F3/0483 ,  G06Q30/00 ,  H04M3/51 ,  H04L29/08 ,  H04L29/06

CPC classification number: G06F3/0484 ,  G06F3/0481 ,  G06F3/0483 ,  G06F17/30528 ,  G06F17/30554 ,  G06F17/30557 ,  G06F17/30905 ,  G06Q30/016 ,  H04L41/22 ,  H04L41/5061 ,  H04L67/02 ,  H04L67/42 ,  H04M3/5183

Abstract: Disclosed are some examples of methods, apparatus, systems and computer program products related to a user interface providing a call center service. In some implementations, the user interface presents session tabs and application tabs. A session tab can have a parent-child relationship with an application tab. Customer data can be retrieved from a database, where the customer data includes account data and child data. The customer data can be provided to cause display in the user interface of the account data in association with a first session tab and the child data in association with a first application tab. Edits to the child data can cause the first application tab to be designated as unsaved.

公开(公告)号：US09830054B2

公开(公告)日：2017-11-28

申请号：US14477705

申请日：2014-09-04

Applicant: salesforce.com, inc.

Inventor： Marco Casalaina ,  Jason Ellis ,  David Yung ,  Luke Fu ,  Eric Wulff ,  Chitra Gulabrani ,  Sutthipong Thavisomboon ,  Natalie Doan ,  Steve Weiss

IPC: G06F17/30 ,  G06F3/0484 ,  H04L12/24 ,  G06F3/0481 ,  G06F3/0483 ,  G06Q30/00 ,  H04M3/51 ,  H04L29/08 ,  H04L29/06

CPC classification number: G06F3/0484 ,  G06F3/0481 ,  G06F3/0483 ,  G06F17/30528 ,  G06F17/30554 ,  G06F17/30557 ,  G06F17/30905 ,  G06Q30/016 ,  H04L41/22 ,  H04L41/5061 ,  H04L67/02 ,  H04L67/42 ,  H04M3/5183

Abstract: Various embodiments described or referenced herein are directed to different methods, systems, and computer program products for providing contextual information regarding database records via a user interface. A user interface is provided in a browser in accordance with information received from one or more servers in communication with a database system storing records and contextual information. The user interface comprises a first component and a second component, the first component comprising data of a record stored in the database system, the second component comprising contextual information related to the record data. A modification to the record data is received. A request for updated contextual information is transmitted to the one or more servers, the request identifying at least a portion of the modification. The updated contextual information is received from the one or more servers and displayed in the second component without reloading the user interface.

公开(公告)号：US20160266755A1

公开(公告)日：2016-09-15

申请号：US15164147

申请日：2016-05-25

Applicant: salesforce.com, Inc.

Inventor： Marco S. Casalaina ,  Jason A. Ellis ,  David Yung ,  Luke Fu ,  Eric Wulff ,  Chitra Gulabrani ,  Sutthipong Thavisomboon ,  Natalie Doan ,  Steve Weiss

IPC: G06F3/0484 ,  G06F17/30

CPC classification number: G06F3/0484 ,  G06F3/0481 ,  G06F3/0483 ,  G06F16/24575 ,  G06F16/248 ,  G06F16/25 ,  G06F16/9577 ,  G06Q30/016 ,  H04L41/22 ,  H04L41/5061 ,  H04L67/02 ,  H04L67/42 ,  H04M3/5183

Abstract: Disclosed are some examples of methods, apparatus, systems and computer program products related to a user interface providing a call center service. In some implementations, the user interface presents session tabs and application tabs. A session tab can have a parent-child relationship with an application tab. Customer data can be retrieved from a database, where the customer data includes account data and child data. The customer data can be provided to cause display in the user interface of the account data in association with a first session tab and the child data in association with a first application tab. Edits to the child data can cause the first application tab to be designated as unsaved.