公开(公告)号：US20190205442A1

公开(公告)日：2019-07-04

申请号：US15860108

申请日：2018-01-02

Applicant: salesforce.com, Inc.

Inventor： Gautam Vasudev ,  Matthew Davidchuk ,  Adarsha Badarinath ,  Kristen Muramoto ,  Orjan N. Kjellberg

IPC: G06F17/30

CPC classification number: G06F16/2379 ,  G06Q30/01

Abstract: Methods of digital data processing support performing user-defined actions on multiple data records in order to update those records and/or to create new records and/or post communication to email or social network platforms. Such methods can include receiving definitions of records and of actions to perform with respect to them. Those methods can further include determining default values for data fields of records to create or update during performance of a selected such action with respect to the multiple selected data records, and populating those records and/or communications with those values.

公开(公告)号：US10929386B2

公开(公告)日：2021-02-23

申请号：US15860108

申请日：2018-01-02

Applicant: salesforce.com, Inc.

Inventor： Gautam Vasudev ,  Matthew Davidchuk ,  Adarsha Badarinath ,  Kristen Muramoto ,  Orjan N. Kjellberg

IPC: G06F16/23 ,  G06Q30/00

Abstract: Methods of digital data processing support performing user-defined actions on multiple data records in order to update those records and/or to create new records and/or post communication to email or social network platforms. Such methods can include receiving definitions of records and of actions to perform with respect to them. Those methods can further include determining default values for data fields of records to create or update during performance of a selected such action with respect to the multiple selected data records, and populating those records and/or communications with those values.

公开(公告)号：US20190220154A1

公开(公告)日：2019-07-18

申请号：US15874281

申请日：2018-01-18

Applicant: salesforce.com, Inc.

Inventor： Kristen Muramoto ,  Patrick Beyries

IPC: G06F3/0482 ,  G06F3/0484 ,  H04L12/58 ,  G06F9/451

Abstract: In embodiments, a method may include displaying a user interface comprising at least two windows, a first window displaying a live chat with a first individual and at least one of the remaining windows displaying content related to the live chat. The method may further include receiving an indication to pop-out the first window, and in response, displaying the first window as a separate moveable window, and displaying, within an original area of the first window, additional content related to one of the live chat or the first individual. The method may further include receiving an indication from a user to change the live chat to be with a second individual, and in response to the indication: displaying the live chat with the second individual in the separate moveable window; and displaying content related to the second individual in the at least one of the remaining windows.

公开(公告)号：US10671248B2

公开(公告)日：2020-06-02

申请号：US15874281

申请日：2018-01-18

Applicant: salesforce.com, inc.

Inventor： Kristen Muramoto ,  Patrick Beyries

IPC: H04L12/58 ,  G06F3/0482 ,  G06F3/0484 ,  G06F9/451

Abstract: In embodiments, a method may include displaying a user interface comprising at least two windows, a first window displaying a live chat with a first individual and at least one of the remaining windows displaying content related to the live chat. The method may further include receiving an indication to pop-out the first window, and in response, displaying the first window as a separate moveable window, and displaying, within an original area of the first window, additional content related to one of the live chat or the first individual. The method may further include receiving an indication from a user to change the live chat to be with a second individual, and in response to the indication: displaying the live chat with the second individual in the separate moveable window; and displaying content related to the second individual in the at least one of the remaining windows.

公开(公告)号：US20190228363A1

公开(公告)日：2019-07-25

申请号：US15876554

申请日：2018-01-22

Applicant: salesforce.com, inc.

Inventor： Adarsha Badarinath ,  Roojuta Lalani ,  Mannu Mulchandani ,  Nileshkumar Patel ,  Kristen Muramoto

IPC: G06Q10/06 ,  G06Q30/00

Abstract: A method for monitoring and mitigating job-related stress for a CSR using a console computer system in a customer service computer network is provided. The method obtains a set of stress metrics comprising at least a quantity of cases assigned to the CSR, a quantity of escalated cases assigned to the CSR, and a quantity of case milestone violations associated with the CSR; computes a stress score for the CSR based on the set of stress metrics from the CRM software platform, the stress score indicating a level of job-related stress for the CSR; transmits the stress score for the CSR for storage and use; and when the stress score indicates a high level of job-related stress for the CSR, the method causes stress mitigation functions to be performed, the stress mitigation functions being associated with case assignments, case routing, and mindfulness module data.