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SHARING KNOWLEDGE ARTICLE CONTENT VIA A DESIGNATED COMMUNICATION CHANNEL IN AN ENTERPRISE SOCIAL NETWORKING AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ENVIRONMENT

  • US 20160283947A1
  • Filed: 03/26/2015
  • Published: 09/29/2016
  • Est. Priority Date: 03/26/2015
  • Status: Abandoned Application
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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