Service Cloud Console

• US 20110225232A1
• Filed: 09/09/2010
• Published: 09/15/2011
• Est. Priority Date: 03/12/2010
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Gulabrani, Chitra, Ellis, Jason, Fu, Luke, Thavisomboon, Sutthipong, Weiss, Steve, Doan, Natalie, Casalaina, Marco, Wulff, Eric, Yung, David
• Granted Patent: US 8,745,272 B2
• Time in Patent Office: Days
• US Class Current: 709/203
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/25 Integrating or interfacing systems involving database management systems
• CPC Class Codes: G06F 16/9577 Optimising the visualization of content, e.g. distillation of HTML documents
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/0483 Interaction with page-structured environments, e.g. book metaphor
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/1038 Load balancing arrangements to avoid a single path through a load balancer
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Various embodiments described or referenced herein are directed to different devices, methods, systems, and computer program products for providing contextual information via a user interface provided in a web browser. The user interface may display a plurality of components including a first component displaying object record information associated with an object record stored in a database and a second component displaying contextual information related to the stored object record information. Edited object record information may be received at the client machine. An indication of the edited object record information may be provided to the second user interface component of the user interface in the web browser. A request for updated contextual information related to the edited object record information may be transmitted from the client machine to the server. The updated contextual information may be displayed in the second user interface component of the user interface.

Claims

1. A method of providing contextual information via a user interface provided in a web browser, the user interface displaying a plurality of components, a first one of the user interface components displaying object record information associated with an object record stored in a database, a second one of the user interface components displaying contextual information related to the stored object record information, the method comprising:

receiving, at the client machine, edited object record information comprising a modification to the displayed object record information;

displaying the edited object record information in the first user interface component of the user interface in the web browser;

providing an indication of the edited object record information to the second user interface component of the user interface in the web browser;

transmitting, from the client machine to the server, a request for updated contextual information related to the edited object record information, the request including at least a portion of the edited object record information, the request being transmitted without reloading the user interface; and

upon receiving the updated contextual information from the server, displaying the updated contextual information in the second user interface component of the user interface in the web browser, the updated contextual information being received and displayed without reloading the user interface.

2. The method recited in claim 1, further comprising:

creating an event message based on the edited object record information, wherein providing the indication of the edited object record information to the second user interface component comprises transmitting the event message from the first user interface component to the second user interface component.

3. The method recited in claim 2, wherein the event message is created responsive to an event consisting of one or more of the following:

receiving the input of a character, receiving the input of a word, determining that a pre-determined amount of time has passed since a previous event, and determining that a pre-determined amount of time has passed since the edited object record information was received.

4. The method recited in claim 1, wherein the edited object record information describes a problem or issue concerning the object record.

5. The method recited in claim 4, wherein the updated contextual information comprises one or more links to different web pages describing possible solutions to the problem or issue.

6. The method recited in claim 1, wherein the contextual information comprises a business process specifying a plurality of steps of business activity relating to the object record.

7. The method recited in claim 6, wherein the contextual information further comprises a first state of the business process associated with the stored object record information.

8. The method recited in claim 7, wherein the updated contextual information comprises a second state of the business process that is based on the edited object record information.

9. The method recited in claim 1, wherein the first and second user interface components are displayed in first and second HTML iframes.

10. The method recited in claim 1,

wherein the user interface comprises an on-demand call center service available to a plurality of organizations in communication with the server, and

wherein the client machine is associated with a first one of the organizations.

11. The method recited in claim 10, wherein the database stores customer account information for a plurality of customers of the first organization.

12. The method recited in claim 11, wherein the object record is associated with a first one of the plurality of customers and wherein the updated contextual information is customized according to the identify of the first customer.

13. The method recited in claim 10, wherein the user interface is customized in accordance with one or more configuration settings specified by the first organization.

14. The method recited in claim 1,

wherein the object record is stored at the server in a shared database available to a plurality of tenants in a multitenant environment, and

wherein the object record belongs to a first one of the plurality of tenants.

15. A system for providing contextual information via a user interface provided in a web browser, the user interface displaying a plurality of components, a first one of the user interface components displaying object record information associated with an object record stored in a database, a second one of the user interface components displaying contextual information related to the stored object record information, the system comprising:

a first one or more servers configured to provide, to the client machine, instructions for generating the user interface; and

a client machine having a display device, the client machine being configured to provide the user interface in the web browser on the display device in accordance with the instructions received from the one or more servers, the client machine being further configured to;

receive, at the client machine, edited object record information comprising a modification to the displayed object record information;

display the edited object record information in the first user interface component of the user interface in the web browser;

provide an indication of the edited object record information to the second user interface component of the user interface in the web browser;

transmit, from the client machine to the server, a request for updated contextual information related to the edited object record information, the request including at least a portion of the edited object record information, the request being transmitted without reloading the user interface; and

upon receipt of the updated contextual information from the server, display the updated contextual information in the second user interface component of the user interface in the web browser, the updated contextual information being received and displayed without reloading the user interface.

16. The system recited in claim 15, wherein the client machine is further configured to:

create an event message based on the edited object record information, wherein providing the indication of the edited object record information to the second user interface component comprises transmitting the event message from the first user interface component to the second user interface component.

17. The system recited in claim 16, wherein the event message is created responsive to an event consisting of one or more of the following:

receiving the input of a character, receiving the input of a word, determining that a pre-determined amount of time has passed since a previous event, and determining that a pre-determined amount of time has passed since the edited object record information was received.

18. The system recited in claim 15, wherein the edited object record information describes a problem or issue concerning the object record.

19. The system recited in claim 18, wherein the updated contextual information comprises one or more links to different web pages describing possible solutions to the problem or issue.

20. The system recited in claim 15, wherein the contextual information comprises a business process specifying a plurality of steps of business activity relating to the object record.

21. The system recited in claim 20, wherein the contextual information further comprising a first state of the business process associated with the stored object record information.

22. The system recited in claim 21, wherein the updated contextual information comprises a second state of the business process that is based on the edited object record information.

23. The system recited in claim 16, wherein the first and second user interface components are displayed in first and second HTML iframes.

24. The system recited in claim 16,

wherein the user interface comprises an on-demand call center service available to a plurality of organizations in communication with the server, and

wherein the client machine is associated with a first one of the organizations.

25. The system recited in claim 24, wherein the user interface is customized in accordance with one or more configuration settings specified by the first organization.

26. The system recited in claim 24, wherein the database stores customer account information for a plurality of customers of the first organization.

27. The system recited in claim 26,

wherein the object record is associated with a first one of the plurality of customers, and

wherein the updated contextual information is customized according to the identify of the first customer.

28. The system recited in claim 15,

wherein the object record is stored at the server in a shared database available to a plurality of tenants in a multitenant environment, and

wherein the object record belongs to a first one of the plurality of tenants.

39. The computer readable media recited in claim 26,

wherein the object record is associated with a first one of the plurality of customers, and

wherein the updated contextual information is customized according to the identify of the first customer.

29. One or more computer readable media having instructions stored thereon for providing contextual information via a user interface provided in a web browser, the user interface displaying a plurality of components, a first one of the user interface components displaying object record information associated with an object record stored in a database, a second one of the user interface components displaying contextual information related to the stored object record information, the instructions comprising:

receiving, at the client machine, edited object record information comprising a modification to the displayed object record information;

displaying the edited object record information in the first user interface component of the user interface in the web browser;

providing an indication of the edited object record information to the second user interface component of the user interface in the web browser;

transmitting, from the client machine to the server, a request for updated contextual information related to the edited object record information, the request including at least a portion of the edited object record information, the request being transmitted without reloading the user interface; and

upon receiving the updated contextual information from the server, displaying the updated contextual information in the second user interface component of the user interface in the web browser, the updated contextual information being received and displayed without reloading the user interface.

30. The computer readable media recited in claim 29, the instructions further comprising:

creating an event message based on the edited object record information, wherein providing the indication of the edited object record information to the second user interface component comprises transmitting the event message from the first user interface component to the second user interface component.

31. The computer readable media recited in claim 30, wherein the event message is created responsive to an event consisting of one or more of the following:

receiving the input of a character, receiving the input of a word, determining that a pre-determined amount of time has passed since a previous event, and determining that a pre-determined amount of time has passed since the edited object record information was received.

32. The computer readable media recited in claim 29, wherein the contextual information comprises a business process specifying a plurality of steps of business activity relating to the object record.

33. The computer readable media recited in claim 32, wherein the contextual information further comprising a first state of the business process associated with the stored object record information.

34. The computer readable media recited in claim 33, wherein the updated contextual information comprises a second state of the business process that is based on the edited object record information.

35. The computer readable media recited in claim 30, wherein the first and second user interface components are displayed in first and second HTML iframes.

36. The computer readable media recited in claim 30,

wherein the user interface comprises an on-demand call center service available to a plurality of organizations in communication with the server, and

wherein the client machine is associated with a first one of the organizations.

37. The computer readable media recited in claim 36, wherein the user interface is customized in accordance with one or more configuration settings specified by the first organization.

38. The computer readable media recited in claim 36, wherein the database stores customer account information for a plurality of customers of the first organization.

40. The computer readable media recited in claim 29,

wherein the object record is stored at the server in a shared database available to a plurality of tenants in a multitenant environment, and

wherein the object record belongs to a first one of the plurality of tenants.