A graphical user interface for a customer self service system that performs resource search and selection comprising:</claim-text> a first visual workspace comprising entry field enabling entry of a query for a resource and, one or more selectable ical user context elements, each element representing a context associated with the current user state and having context attributes and attribute values associated therewith; a second visual workspace for visualizing the set of resources that the customer self service system has determined to match the user's query, said system indicating a degree of fit of said determined resources with said query; a third visual workspace for enabling said user to select and modify context attribute values to enable increased specificity and accuracy of a query's search parameters, said third visual workspace further enabling said user to specify resource selection parameters and relevant resource evaluation criteria utilized by a search mechanism in said system, said degree of fit indication based on said user's context, and said associated resource selection parameters and relevant resource evaluation criteria; and, a mechanism enabling said user to navigate among said first, second and third visual workspaces to thereby identify and improve selection logic and response sets fitted to said query. view more

The graphical user as claimed in claim 1, wherein said relevant resource evaluation criteria includes one or more of: cost, risk, timing and quality.

The graphical user interface as claimed in claim 1, wherein said detail specification workspace includes graphical means for specifying minimum and maximum values for each said relevant criteria.

A resource results annotator for a customer self service system that performs resource search and selection comprising:</claim-text> mechanism for receiving a resource response set of results obtained in response to a current user query; mechanism eceiving a user context vector associated with said current user query, said user context vector comprising data associating an interaction state with said user and including context that is a function of the user; and, an ordering and annotation function for mapping the user context vector with the resource response set to generate an annotated response set having one or more annotations for controlling the presentation of the resources to the user, wherein the ordering and annotation function is executed interactively at the time of each user query. view more

The resource results annotator as claimed in claim 1, wherein said annotations include elements for ordering resource results to be displayed via a graphical user interface.

The resource results annotator as claimed in claim 1, wherein said self service system includes a database of user interaction records including actual resources selected by the users and the annotation schemes used for presenting them via a graphical interface, said annotator further comprising a processing mechanism for receiving user interaction data from among said database of user interaction records and an annotation scoring metric representing a measure of performance in locating resource response results displayed via said graphical interface, and, generating said ordering and annotation function, said annotation function being adaptable based on history of user interactions as provided in said database of user interaction records. view more

A method for integrating metadata from applications used for social networking into a customer relationship management (CRM) system, the method comprising: obtaining, from applications used for social networking, metadata associated with users of the applications; analyzing the metadata from the applications to infer opportunities, relationships for mapping clients, structures, and subject matter experts; integrating the opportunities, the relationships for mapping the clients, the structures, and the subject matter experts into a customer relationship management (CRM) system to populate the CRM system; identifying potential customers based on integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts; and managing interactions with current and target customers based on the integrated opportunities, relationships for mapping the clients, the structures, and the subject matter experts. view more

The method ofclaim 1, in which the metadata from the applications is derived from interactions between the users of the applications, based on historical patterns across the applications, and used to infer a social graph, the subject matter experts, the opportunities, the relationships for mapping the clients, contacts, or combinations thereof. view more

The method ofclaim 1, further comprising updating the CRM system based on modifications made by the users in the applications.