Configuring service consoles based on service feature templates using a database system

• US 10,387,439 B2
• Filed: 05/13/2016
• Issued: 08/20/2019
• Est. Priority Date: 09/11/2015
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Vasudev, Gautam, Voituret, Frederic
• Primary Examiner(s): Le, Thu Nguyen T
• Application Number:
  US15/154,011
• Publication Number:
  US 20170076295A1
• Time in Patent Office: 1,194 Days
• Field of Search: 707791
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/25 Integrating or interfacing systems involving database management systems
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/5064 Customer relationship management

Abstract

Disclosed are examples of systems, apparatus, methods and computer program products for configuring service consoles based on service feature templates using a database system. In some implementations, a database of a database system storing service feature templates can be maintained. A request for a service console comprising a console component can be processed. A service feature template comprising a template console component corresponding to the console component can be identified. A set of CRM records can be identified. It can be determined that a user has access to the console component. A graphical representation of the service console can be displayed in a user interface on a display of a device of the user.

Claims

1. A system comprising:

a database system implemented using a server system comprising one or more processors, the database system configurable to cause;

providing access to at least one database storing a plurality of different service feature templates and at least one database storing a plurality of customer relationship management (CRM) records;

processing a request for a service console, the service console being a graphical user interface system capable of processing user interactions with a plurality of console components of the service console;

identifying a subset of the service feature templates;

displaying a graphical representation of the subset of service features templates in a user interface on a display of a device of a user;

processing a selection received from the user device of a first one of the subset of service feature templates, the first service feature template corresponding to a first one of the console components, the first service feature template being user-configurable to configure the first console component;

identifying a subset of the CRM records as being associated with the user and with the first service feature template; and

displaying a graphical representation of the service console in the user interface on the display of the user device, the graphical representation of the service console comprising a representation of the first console component, the first console component having been configured and generated based on the first service feature template and based on the identified subset of CRM records, the representation of the first console component configured to present data of the identified subset of CRM records.

2. The system of claim 1, the database system further configurable to cause:

displaying in the user interface a visual indicator indicating that the first console component was successfully generated.

3. The system of claim 1, the database system further configurable to cause:

displaying in the user interface a list of console components comprising the first console component.

4. The system of claim 1, the database system further configurable to cause:

processing a request to add a new CRM record to the identified subset of CRM records; and

updating the representation of the first console component to present a portion of data from the new CRM record.

5. The system of claim 1, the database system further configurable to cause:

determining, using the database system, that an updated version of the first service feature template was created, the updated version of the first service feature template comprising at least one updated console component.

6. The system of claim 5, the database system further configurable to cause:

responsive to the determination that the updated version of the first service feature template was created, displaying a feed item in a social network feed in a second user interface, the feed item comprising or identifying the updated version of the first service feature template; and

processing a request for a second service console to be generated based on the updated version of the first service feature template.

7. The system of claim 1, wherein the first console component comprises at least one of:

a case highlight, a knowledge article sidebar, a case contact lookup, or a case milestone.

8. A method comprising:

providing access, through a database system implemented using a server system, to at least one database storing a plurality of different service feature templates and at least one database storing a plurality of customer relationship management (CRM) records;

processing a request for a service console, the service console being a graphical user interface system capable of processing user interactions with a plurality of console components of the service console;

identifying a subset of the service feature templates;

causing display of a graphical representation of the subset of service features templates in a user interface on a display of a device of a user;

processing a selection received from the user device of a first one of the subset of service feature templates, the first service feature template corresponding to a first one of the console components, the first service feature template being user-configurable to configure the first console component;

identifying a subset of the CRM records as being associated with the user and with the first service feature template; and

causing display of a graphical representation of the service console in the user interface on the display of the user device, the graphical representation of the service console comprising a representation of the first console component, the first console component having been configured and generated based on the first service feature template and based on the identified subset of CRM records, the representation of the first console component configured to present data of the identified subset of CRM records.

9. The method of claim 8, the method further comprising:

causing display in the user interface of a visual indicator indicating that the first console component was successfully generated.

10. The method of claim 8, the method further comprising:

causing display in the user interface of a list of console components comprising the first console component.

11. The method of claim 8, the method further comprising:

processing a request to add a new CRM record to the identified subset of CRM records; and

updating the representation of the first console component to present a portion of data from the new CRM record.

12. The method of claim 8, the method further comprising:

determining, using the database system, that an updated version of the first service feature template was created, the updated version of the first service feature template comprising at least one updated console component.

13. The method of claim 12, the method further comprising:

responsive to the determination that the updated version of the first service feature template was created, causing display of a feed item in a social network feed in a second user interface, the feed item comprising or identifying the updated version of the first service feature template; and

processing a request for a second service console to be generated based on the updated version of the first service feature template.

14. A non-transitory computer-readable medium storing computer-readable program code to be executed by at least one processor, the program code comprising instructions configurable to cause:

providing access, through a database system implemented using a server system, to at least one database storing a plurality of different service feature templates and at least one database storing a plurality of customer relationship management (CRM) records;

processing a request for a service console, the service console being a graphical user interface system capable of processing user interactions with a plurality of console components of the service console;

identifying a subset of the service feature templates;

displaying a graphical representation of the subset of service features templates in a user interface on a display of a device of a user;

processing a selection received from the user device of a first one of the subset of service feature templates, the first service feature template corresponding to a first one of the console components, the first service feature template being user-configurable to configure the first console component;

identifying a subset of the CRM records as being associated with the user and with the first service feature template; and

displaying a graphical representation of the service console in the user interface on the display of the user device, the graphical representation of the service console comprising a representation of the first console component, the first console component having been configured and generated based on the first service feature template and based on the identified subset of CRM records, the representation of the first console component configured to present data of the identified subset of CRM records.

15. The non-transitory computer-readable medium of claim 14, the instructions further configurable to cause:

displaying in the user interface a visual indicator indicating that the first console component was successfully generated.

16. The non-transitory computer-readable medium of claim 14, the instructions further configurable to cause:

displaying in the user interface a list of console components comprising the first console component.

17. The non-transitory computer-readable medium of claim 14, the instructions further configurable to cause:

processing a request to add a new CRM record to the identified subset of CRM records; and

updating the representation of the first console component to present a portion of data from the new CRM record.

18. The non-transitory computer-readable medium of claim 14, the instructions further configurable to cause:

determining, using the database system, that an updated version of the first service feature template was created, the updated version of the first service feature template comprising at least one updated console component.

19. The non-transitory computer-readable medium of claim 18, the instructions further configurable to cause:

responsive to the determination that the updated version of the first service feature template was created, displaying a feed item in a social network feed in a second user interface, the feed item comprising or identifying the updated version of the first service feature template; and

processing a request for a second service console to be generated based on the updated version of the first service feature template.

20. The non-transitory computer-readable medium of claim 14, wherein the first console component comprises at least one of:

a case highlight, a knowledge article sidebar, a case contact lookup, or a case milestone.