Methods and Systems for Analyzing Search Terms in a Multi-Tenant Database System Environment

• US 20110307510A1
• Filed: 03/23/2011
• Published: 12/15/2011
• Est. Priority Date: 06/11/2010
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Giraudy, Etienne, Fischer, Mark A., Lopitaux, Francois, Hosxe, Xavier
• Granted Patent: US 9,223,852 B2
• Time in Patent Office: Days
• US Class Current: 707/769
• CPC Class Codes: G06F 16/3322 using system suggestions G06F16/3325 takes precedence
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation

Abstract

Knowledge base is gaining popularity as a customer support tool. Customers search the knowledge base for solutions to their issues. Keywords searched in knowledge base are analyzed and reports are made available for managers and supervisors to understand the trends and requirements of customers. The number of keywords searched can be extremely large in some organizations. In this specification, storing the keywords in a meaningful way in order to generate report for further analysis is discussed. Efficient data storage helps in managing voluminous data and also reducing the amount of memory required to store the data. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Claims

1. A method for analyzing search terms in a multi-tenant database system, the method comprising:

tracking over a period of time, by a host system including one or more machines having a processor system having one or more processors, data received from a user system that includes keywords searched in at least one database, the host system being part of the multi-tenant database system;

storing, at the host system, the tracked data;

aggregating the tracked data of the period of time, by at least summarizing the tracked data of the period of time; and

generating a report, by the host system, including information about the searched keywords based on the aggregation.

2. The method of claim 1, the database system includes at least a knowledge base, which is a repository of articles and content related to solutions to customer issues, the keywords having been searched for in the knowledge base.

3. The method of claim 1, tracking includes at least determining how many searches were conducted based on a particular keyword.

4. The method of claim 1, tracking includes at least determining of how many times a webpage with the keyword was viewed.

5. The method of claim 1, tracking includes at least determining of how many votes a webpage with an article with the keyword received.

6. The method of claim 1, the aggregating including at least aggregating keywords that were searched most often, the aggregating occurring on a daily basis;

and storing results of the aggregating.

7. The method of claim 6, the keywords that were searched most often are selected from keywords that retrieved at least an article.

8. The method of claim 6, the keywords that were searched the most include at least keywords that did not retrieve any article.

9. The method of claim 1, the aggregating includes at least monthly aggregating daily aggregation data of the previous month is consolidated.

10. The method of claim 1, the aggregating includes at least deleting older daily aggregation data.

11. The method of claim 1, the aggregating the data over a first time period, aggregating over a second time period that is longer than the first time period.

12. The method of claim 1, the aggregating includes at least yearly aggregating monthly aggregation data of a previous year.

13. The method of claim 1, the aggregating includes at least deleting older monthly aggregation data.

14. The method of claim 1, the at least one database includes at least a knowledge base, which is a repository storing content related to solutions to customer issues;

the tracking includes at least

determining how many searches were made for the keyword;

determining an indication of how many times a webpage with the keyword was viewed; and

determining how many number of votes a webpage with an article with the keyword received;

the aggregating includes at least

aggregating the data over a first time period,

aggregating over a second time period that is longer than the first time period, the aggregating over the second time period including at least aggregating results of the aggregating over the first time period,

aggregating over a third time period that is longer than the second time period, the aggregating over the third time period including at least aggregating results of the aggregating over the second time period, and

the keywords include at least

keywords that were most often used in a search and that retrieved at least an article, and

keywords that were most often used in a search and that did not retrieve any article.

15. A method of claim 1, storing the tracked data includes a tabular format having at least columns for an organization identifier, an identifier for an object related to the tracking, an identifier of a type of tracking, a date of aggregation, a channel, a prefix to the identifier for an object related to the tracking, a count of a total number of searches, a count of a number of searches performed over a given time period, and an indication whether the data stored is a daily aggregation or a monthly aggregation or a yearly aggregation;

the prefix to the identifier for the object related to the tracking indicates a type of the object related to the tracking.

16. A method of claim 1, where the report generated can be displayed in a graphical format.

17. A machine comprising:

a processor for implementing the method of claim 1;

a machine readable medium storing thereon one or more instructions for implementing a web application that includes one or more instructions that cause the processor to perform the method.

18. A machine-readable medium carrying one or more sequences of instructions for implementing a method for providing an interface for object relationships, the method comprising:

the tracking includes at least

tracking, by a host system including one or more machines having a processor system having one or more processors, data received from a user system which includes keywords searched in at least one database, the host system being part of the multi-tenant database system;

storing, at the host system, the tracked data;

determining how many searches were made for the keyword;

determining an indication of how many times a webpage with the keyword was viewed; and

determining how many number of votes a webpage with an article with the keyword received;

the aggregating includes at least

aggregating the data over a first time period,

aggregating over a second time period that is longer than the first time period, the aggregating over the second time period including at least aggregating results of the aggregating over the first time period,

aggregating over a third time period that is longer than the second time period, the aggregating over the third time period including at least aggregating results of the aggregating over the second time period, and

the keywords include at least

keywords that were most often used in a search and that retrieved at least an article, and

keywords that were most often used in a search and that did not retrieve any article.