公开(公告)号：US20160379222A1

公开(公告)日：2016-12-29

申请号：US14752312

申请日：2015-06-26

Applicant: salesforce.com, inc.

Inventor： Chetanya Chauhan ,  Michael Quoc Luu ,  Vinodh Rajagopal ,  Peter White

IPC: G06Q30/00 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06F16/288 ,  G06Q50/01

Abstract: Disclosed are methods, apparatus, systems, and computer program products for escalating community content to an associated case. Characteristics of community content can be compared with rules to generate a customer service case record based on the community content.

Abstract translation: 公开了用于将社区内容升级到相关案例的方法，设备，系统和计算机程序产品。 可以将社区内容的特征与规则进行比较，以根据社区内容生成客户服务案例记录。

公开(公告)号：US20190197558A1

公开(公告)日：2019-06-27

申请号：US16193151

申请日：2018-11-16

Applicant: salesforce.com, inc.

Inventor： Chetanya Chauhan ,  Michael Quoc Luu ,  Vinodh Rajagopal ,  Peter White

IPC: G06Q30/00 ,  G06F17/30 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06F16/288 ,  G06Q50/01

Abstract: Disclosed are database systems, methods, apparatus, and computer program products for escalating data content to an associated database object. For instance, a data content item shared in an online forum can be processed to identify a characteristic. It can be determining whether the characteristic satisfies a first elevation condition identified by one or more data objects. Also, it can be determined whether an identified database record associated with a user satisfies a second elevation condition. Further, it can be determined whether a characteristic of the user satisfies a third elevation condition. When the elevation conditions are satisfied, a database record can be generated or updated to identify at least a portion of the data content item and identify an attribute of the user.