SHARING KNOWLEDGE ARTICLE CONTENT VIA A DESIGNATED COMMUNICATION CHANNEL IN AN ENTERPRISE SOCIAL NETWORKING AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ENVIRONMENT
First Claim
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1. A database system comprising:
- at least one database storing a plurality of customer relationship management (CRM) records as data objects; and
at least one server having at least one processor capable of executing instructions configured to cause;
processing a CRM record in an enterprise social networking system implemented using the database system, the CRM record having a dedicated feed configured to be displayed in conjunction with a publisher in a user interface on a user device;
receiving a selection of a knowledge article via the user interface on the user device, the selected knowledge article having a plurality of layout attributes, each layout attribute having associated knowledge article content;
identifying at least one communication channel, the communication channel being for communicating knowledge article data to a recipient device;
inserting selected knowledge article content of selected layout attributes corresponding to the identified communication channel into a message configured to be sent to the recipient device via the identified communication channel; and
sending the message to the recipient device via the identified communication channel, the message capable of being displayed on the recipient device.
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Abstract
Disclosed are examples of systems, apparatus, methods and computer program products for sharing knowledge article content. In some implementations, a customer relationship management (CRM) record having a dedicated feed in a social networking system can be processed. A selection of a knowledge article can be received via a user interface. A communication channel can be identified. Selected knowledge article content of selected layout attributes corresponding to the identified communication channel can be inserted into a message. The message can be sent to a recipient device via the identified communication channel.
47 Citations
20 Claims
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1. A database system comprising:
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at least one database storing a plurality of customer relationship management (CRM) records as data objects; and at least one server having at least one processor capable of executing instructions configured to cause; processing a CRM record in an enterprise social networking system implemented using the database system, the CRM record having a dedicated feed configured to be displayed in conjunction with a publisher in a user interface on a user device; receiving a selection of a knowledge article via the user interface on the user device, the selected knowledge article having a plurality of layout attributes, each layout attribute having associated knowledge article content; identifying at least one communication channel, the communication channel being for communicating knowledge article data to a recipient device; inserting selected knowledge article content of selected layout attributes corresponding to the identified communication channel into a message configured to be sent to the recipient device via the identified communication channel; and sending the message to the recipient device via the identified communication channel, the message capable of being displayed on the recipient device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method comprising:
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processing a CRM record in an enterprise social networking system implemented using a database system including a CRM database storing a plurality of CRM records, the CRM record having a dedicated feed configured to be displayed in conjunction with a publisher in a user interface on a user device; receiving a selection of a knowledge article via the user interface on the user device, the selected knowledge article having a plurality of layout attributes, each layout attribute having associated knowledge article content; identifying at least one communication channel, the communication channel being for communicating knowledge article data to a recipient device; causing selected knowledge article content of selected layout attributes corresponding to the identified communication channel to be inserted into a message configured to be sent to the recipient device via the identified communication channel; and causing the message to be sent to the recipient device via the identified communication channel, the message capable of being displayed on the recipient device. - View Dependent Claims (12, 13, 14, 15)
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16. A computer program product comprising computer-readable program code to be executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code including instructions configured to cause:
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maintaining, by at least one server, at least one database storing a plurality of customer relationship management (CRM) records as data objects; processing a CRM record in an enterprise social networking system implemented using a database system including a CRM database storing a plurality of CRM records, the CRM record having a dedicated feed configured to be displayed in conjunction with a publisher in a user interface on a user device; receiving a selection of a knowledge article via the user interface on the user device, the selected knowledge article having a plurality of layout attributes, each layout attribute having associated knowledge article content; identifying at least one communication channel, the communication channel being for communicating knowledge article data to a recipient device; inserting selected knowledge article content of selected layout attributes corresponding to the identified communication channel into a message configured to be sent to the recipient device via the identified communication channel; and sending the message to the recipient device via the identified communication channel, the message capable of being displayed on the recipient device. - View Dependent Claims (17, 18, 19, 20)
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Specification