知搜-全球专利检索

  1. Login
  2. Sign Up

Search Results

14 records (took 0.027 seconds)

    METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED
    1.
    发明申请
    METHODS AND SYSTEMS FOR FACILITATING CUSTOMER SUPPORT USING A SOCIAL CHANNEL AWARE PUBLISHER IN A SOCIAL POST CASE FEED 审中-公开
    使用社会通道知名发行人在社会后期案件中提供客户支持的方法和系统

    公开(公告)号：US20150081571A1

    公开(公告)日：2015-03-19

    申请号：US14485273

    申请日：2014-09-12

    Applicant: salesforce.com, inc.

    Inventor： Chet Chauhan ,  Eric Moore ,  Sutthipong Thavisomboon

    IPC: G06Q30/00 ,  G06Q50/00

    CPC classification number: G06Q30/016 ,  G06Q50/01

    Abstract: Methods and systems are provided for responding, from a customer service management (CRM) portal, to a customer service inquiry received from an inbound social media channel. The method includes receiving the customer inquiry from the inbound social media channel; creating a case based on the inquiry; presenting the case to an agent at the CRM portal; automatically pre-configuring, by the CRM portal, a response to the inquiry based on attributes of the inbound social media channel; and transmitting the response from the CRM portal via the inbound social media channel.

    Abstract translation: 提供了方法和系统，用于从客户服务管理（CRM）门户响应从入站社交媒体渠道收到的客户服务查询。 该方法包括从入站社交媒体频道接收客户查询; 根据查询创造案例; 向CRM门户的代理人呈交案件; 通过CRM门户自动预配置基于入站社交媒体渠道属性的查询响应; 并通过入站社交媒体渠道传送来自CRM门户的响应。

    SERVICE CLOUD CONSOLE
    2.
    发明申请
    SERVICE CLOUD CONSOLE 审中-公开
    服务云控制台

    公开(公告)号：US20140380180A1

    公开(公告)日：2014-12-25

    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: H04L12/24 ,  G06F17/30

    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.

    Abstract translation: 本文描述或引用的各种实施例涉及用于经由用户界面提供关于数据库记录的上下文信息的不同方法，系统和计算机程序产品。 根据从与存储记录和上下文信息的数据库系统通信的一个或多个服务器接收的信息，在浏览器中提供用户界面。 所述用户界面包括第一组件和第二组件，所述第一组件包括存储在所述数据库系统中的记录的数据，所述第二组件包括与所述记录数据相关的上下文信息。 接收对记录数据的修改。 将更新的上下文信息的请求发送到一个或多个服务器，该请求标识修改的至少一部分。 更新的上下文信息从一个或多个服务器接收并显示在第二组件中，而不重新加载用户界面。

    Methods and systems for facilitating customer support using a social post case feed and publisher
    3.
    发明授权
    Methods and systems for facilitating customer support using a social post case feed and publisher 有权

    公开(公告)号：US10366397B2

    公开(公告)日：2019-07-30

    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: G06F15/16 ,  G06Q30/00 ,  G06Q50/00 ,  H04L12/58 ,  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.

    SERVICE CLOUD CONSOLE
    7.
    发明申请
    SERVICE CLOUD CONSOLE 审中-公开
    服务云控制台

    公开(公告)号：US20160019550A1

    公开(公告)日：2016-01-21

    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: G06Q30/00 ,  G06F3/0484 ,  G06F3/0483

    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.

    Abstract translation: 公开了与提供呼叫中心服务的用户界面相关的方法，装置，系统和计算机程序产品的一些示例。 在一些实现中，用户界面呈现会话选项卡和应用程序选项卡。 会话选项卡可以与应用程序选项卡具有父子关系。 可以从数据库检索客户数据，其中客户数据包括帐户数据和子数据。 可以提供客户数据以使得与第一会话选项卡和与第一应用选项卡相关联的子数据相关联的帐户数据的用户界面中的显示。 编辑子数据可能导致第一个应用程序选项卡被指定为未保存。

    Methods and systems for facilitating customer support using a social post case feed and publisher
    8.
    发明授权
    Methods and systems for facilitating customer support using a social post case feed and publisher 有权

    公开(公告)号：US10127560B2

    公开(公告)日：2018-11-13

    申请号：US15883881

    申请日：2018-01-30

    Applicant: salesforce.com, inc.

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

    IPC: G06F15/16 ,  G06Q30/00 ,  G06Q50/00 ,  H04L12/58 ,  H04W4/21

    Abstract: Methods and systems are provided for responding to customer posts on a plurality of social media channels from a customer service portal of a Customer Relationship Management (CRM) system of an organization. A retrieval system can retrieve, based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel. The first customer post is identified using one or more rules that finds customer posts that warrant a customer service response from the organization. Based on the data from the first customer post, a parser of the CRM system creates a first case that can be displayed at the customer service portal, which automatically pre-populates a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.

    SERVICE CLOUD CONSOLE
    10.
    发明申请
    SERVICE CLOUD CONSOLE 审中-公开
    服务云控制台

    公开(公告)号：US20150040013A1

    公开(公告)日：2015-02-05

    申请号：US14520217

    申请日：2014-10-21

    Applicant: salesforce.com, inc.

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

    IPC: H04L12/24 ,  G06F3/0481

    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 methods, systems, and computer program products for providing cross-domain communication via a user interface provided in a web browser. One or more servers of a database system receive an indication of a first event message sent from a second user interface component to a first user interface component of the user interface, the first event message comprising a request to perform a first operation. The one or more servers identify a first one or more trusted data network domains for a first application displayed in the first user interface component. The one or more servers determine that the first one or more trusted data network domains comprise a second data network domain for a third party application displayed in the second user interface component. The one or more servers determine that the first operation is a safe operation and perform the first operation.

    Abstract translation: 公开了用于通过网络浏览器中提供的用户界面提供跨域通信的方法，系统和计算机程序产品。 数据库系统的一个或多个服务器接收从第二用户界面组件发送到用户界面的第一用户界面组件的第一事件消息的指示，第一事件消息包括执行第一操作的请求。 所述一个或多个服务器识别在第一用户界面组件中显示的第一应用的第一个或多个可信数据网络域。 所述一个或多个服务器确定所述第一个或多个可信数据网络域包括用于在所述第二用户界面组件中显示的第三方应用的第二数据网络域。 一个或多个服务器确定第一操作是安全操作并执行第一操作。

Patent Agency Ranking