公开(公告)号：US20140307863A1

公开(公告)日：2014-10-16

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

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。

公开(公告)号：US20140032597A1

公开(公告)日：2014-01-30

申请号：US13952344

申请日：2013-07-26

Applicant: salesforce.com, inc.

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

IPC: G06F17/30

CPC classification number: G06F16/95 ,  G06Q10/06 ,  G06Q10/10 ,  H04L67/1097

Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for processing communications in a service environment. In some implementations, a computing device receives an incoming communication directed to the service environment. The incoming communication may include first information associated with the communication. The computing device identifies a first one or more user records as having record information matching the first information or having record information matching a variation of the first information. In some implementations, the computing device opens for display, without reloading a user interface provided in a web browser, a first component displaying the record information of the identified first one or more user records, and one or more search fields configured to receive user input data for performing a search.

Abstract translation: 公开了用于在服务环境中处理通信的方法，装置，系统和计算机可读存储介质。 在一些实现中，计算设备接收指向服务环境的传入通信。 传入通信可以包括与通信相关联的第一信息。 计算设备将第一个或多个用户记录识别为具有与第一信息匹配的记录信息或具有与第一信息的变化匹配的记录信息。 在一些实现中，计算设备打开以进行显示，而不重新加载在web浏览器中提供的用户界面，显示所识别的第一个或多个用户记录的记录信息的第一组件以及被配置为接收用户输入的一个或多个搜索字段 用于执行搜索的数据。

公开(公告)号：US20130346362A1

公开(公告)日：2013-12-26

申请号：US14014832

申请日：2013-08-30

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 A. Ellis ,  Christopher A. Myers ,  Vahn K. Phan ,  Chitra Gulabrani

IPC: G06F17/30

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.