Service Cloud Console

• US 20110225506A1
• 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 8,769,416 B2
• Time in Patent Office: Days
• US Class Current: 715/741
• 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 displaying object record information via a user interface provided in a web browser. A request to display a user interface component may be received. The user interface component may include first stored object record information associated with a first object record in a database stored on a server. Whether the requested user interface component including the first stored object record information is open in the user interface may be determined. When it is determined that the requested user interface component is not open in the user interface, the first stored object record information may be retrieved from the server. The requested user interface component at the client machine may be generated without reloading the user interface.

Claims

1. A method of displaying object record information via a user interface provided in a web browser, the method comprising:

receiving a request to display a user interface component including first stored object record information associated with a first object record in a database stored on a server;

determining whether the requested user interface component including the first stored object record information is open in the user interface;

when it is determined that the requested user interface component is not open in the user interface, retrieving the first stored object record information from the server without reloading the user interface; and

generating the requested user interface component at the client machine without reloading the user interface.

2. 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.

3. The method recited in claim 1, wherein the plurality of user interface components comprises one or more primary user interface components, each of the primary user interface components having associated therewith a respective one or more secondary user interface components.

4. The method recited in claim 3, wherein one or more of the primary and secondary user interface components comprises a respective tab displayed within the web page.

5. The method recited in claim 4, wherein one or more of the primary and secondary user interface components may be selected for display, and wherein each secondary user interface component may be selected for display only when its respective primary user interface component is selected for display.

6. The method recited in claim 5, the method further comprising:

determining whether to open the requested user interface component as a primary or secondary user interface component.

7. The method recited in claim 6, wherein determining whether to open the requested user interface component as a primary or secondary user interface component comprises:

identifying a first object record type associated with the first object record; and

accessing object record type information stored at the client machine, the object record type information specifying one or more display properties for a plurality of object record types.

8. The method recited in claim 6, the method further comprising:

when it is determined that the requested user interface component should be opened as a secondary user interface component, identifying a respective primary user interface component associated with the first object record.

9. The method recited in claim 8, the method further comprising:

determining whether the respective primary user interface component is open in the user interface;

when it is determined that the respective primary user interface component is not open in the user interface, retrieving second stored object record information for display in the respective primary user interface component from the server;

generating, at the client machine, the respective primary user interface component; and

displaying the respective primary user interface component without reloading the user interface.

10. The method recited in claim 1, wherein the object records are stored at the server in a shared database accessible to a plurality of tenants in a multitenant environment.

11. The method recited in claim 1, the method further comprising:

identifying a user of the client machine; and

determining whether the user has permission to open the requested user interface component.

12. The method recited in claim 1, wherein the request to display the user interface component is automatically generated based on an identification of an incoming call directed to the client machine.

13. The method recited in claim 1, the method further comprising:

displaying the requested user interface component in the user interface without reloading the user interface.

14. The method recited in claim 1, the method further comprising:

receiving, at the client machine, a request to close the requested user interface component; and

closing the requested user interface component.

15. The method recited in claim 14, the method further comprising:

displaying in the user interface a warning message indicating that closing the requested user interface component could result in the loss of edited information.

16. The method recited in claim 14, the method further comprising:

causing one or more of the first user interface components to again be displayed in the user interface when the requested user interface component is closed.

17. The method recited in claim 1, the method further comprising:

opening for display, without reloading the user interface, a contextual user interface component including contextual information related to the object record information displayed in the requested user interface component; and

dynamically updating the contextual information based on the edited object record information without reloading the user interface.

18. A system for displaying object record information via a user interface provided in a web browser, the system comprising:

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 in accordance with the instructions received from the one or more servers, the client machine being further configured to;

receive a request to display a user interface component including first stored object record information associated with a first object record in a database stored on the server;

;

determine whether the requested user interface component including the first stored object record information is open in the user interface;

when it is determined that the requested user interface component is not open in the user interface, retrieve the first stored object record information from the server without reloading the user interface; and

generate the requested user interface component at the client machine without reloading the user interface.

19. The system recited in claim 18,

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.

20. The system recited in claim 18, wherein the plurality of user interface components comprises one or more primary user interface components, each of the primary user interface components having associated therewith a respective one or more secondary user interface components.

21. The system recited in claim 20, wherein one or more of the primary and secondary user interface components comprises a respective tab displayed within the web page.

22. The system recited in claim 21, wherein one or more of the primary and secondary user interface components may be selected for display, and wherein each secondary user interface component may be selected for display only when its respective primary user interface component is selected for display.

23. The system recited in claim 22, wherein the client machine is further configured to:

determine whether to open the requested user interface component as a primary or secondary user interface component.

24. The system recited in claim 23, wherein determining whether to open the requested user interface component as a primary or secondary user interface component comprises:

identifying a first object record type associated with the first object record; and

accessing object record type information stored at the client machine, the object record type information specifying one or more display properties for a plurality of object record types.

25. The system recited in claim 23, wherein the client machine is further configured to:

when it is determined that the requested user interface component should be opened as a secondary user interface component, identify a respective primary user interface component associated with the first object record.

26. The system recited in claim 25, wherein the client machine is further configured to:

determine whether the respective primary user interface component is open in the user interface;

when it is determined that the respective primary user interface component is not open in the user interface, retrieve second stored object record information for display in the respective primary user interface component from the server;

generate, at the client machine, the respective primary user interface component; and

display the respective primary user interface component without reloading the user interface.

27. The system recited in claim 18, wherein the object records are stored at the server in a shared database accessible to a plurality of tenants in a multitenant environment.

28. The system recited in claim 18, wherein the client machine is further configured to:

identify a user of the client machine; and

determine whether the user has permission to open the requested user interface component.

29. The system recited in claim 18, wherein the request to display the user interface component is automatically generated based on an identification of an incoming call directed to the client machine.

30. The system recited in claim 18, wherein the client machine is further configured to:

display the requested user interface component in the user interface without reloading the user interface.

31. The system recited in claim 18, wherein the client machine is further configured to:

receive a request to close the requested user interface component; and

close the requested user interface component.

32. The system recited in claim 31, wherein the client machine is further configured to:

display in the user interface a warning message indicating that closing the requested user interface component could result in the loss of edited information.

33. The system recited in claim 31, wherein the client machine is further configured to:

cause one or more of the first user interface components to again be displayed in the user interface when the requested user interface component is closed.

34. The system recited in claim 18, wherein the client machine is further configured to:

open for display, without reloading the user interface, a contextual user interface component including contextual information related to the object record information displayed in the requested user interface component; and

dynamically update the contextual information based on the edited object record information without reloading the user interface.

35. One or more computer readable media having instructions stored thereon for displaying object record information via a user interface provided in a web, the instructions comprising:

receiving a request to display a user interface component including first stored object record information associated with a first object record in a database stored on a server;

;

determining whether the requested user interface component including the first stored object record information is open in the user interface;

when it is determined that the requested user interface component is not open in the user interface, retrieving the first stored object record information from the server without reloading the user interface; and

generating the requested user interface component at the client machine without reloading the user interface.

36. The computer readable media recited in claim 35,

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 35, wherein the plurality of user interface components comprises one or more primary user interface components, each of the primary user interface components having associated therewith a respective one or more secondary user interface components.

38. The computer readable media recited in claim 37, wherein one or more of the primary and secondary user interface components comprises a respective tab displayed within the web page.

39. The computer readable media recited in claim 38, the instructions further comprising:

determining whether to open the requested user interface component as a primary or secondary user interface component; and

when it is determined that the requested user interface component should be opened as a secondary user interface component, identifying a respective primary user interface component associated with the first object record.

40. The computer readable media recited in claim 39, the instructions further comprising:

determining whether the respective primary user interface component is open in the user interface;

when it is determined that the respective primary user interface component is not open in the user interface, retrieving second stored object record information for display in the respective primary user interface component from the server;

generating, at the client machine, the respective primary user interface component; and

displaying the respective primary user interface component without reloading the user interface.