Service cloud console

• US 8,769,416 B2
• Filed: 09/09/2010
• Issued: 07/01/2014
• Est. Priority Date: 03/12/2010
• Status: Expired due to Fees

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Casalaina, Marco, Ellis, Jason, Yung, David, Fu, Luke, Wulff, Eric, Gulabrani, Chitra, Thavisomboon, Sutthipong, Doan, Natalie, Weiss, Steve
• Primary Examiner(s): Tan, Alvin
• Assistant Examiner(s): POHLMAN, JAMES GREGORY
• Application Number:
  US12/878,889
• Publication Number:
  US 20110225506A1
• Time in Patent Office: 1,391 Days
• Field of Search: 715/741
• 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 in a web page provided in a web browser of a client machine, the method comprising:

receiving a first request to display in the user interface first secondary object record information associated with a first secondary object record stored in a first database on a first server, the user interface including a plurality of primary and secondary user interface components, each of the plurality of primary and secondary user interface components comprising a respective tab displayed within the web page, the first secondary object record associated with a primary object record, the primary object record stored in a second database on a second server and having associated primary object record information;

determining that the requested first secondary object record information should be opened in a secondary user interface component;

identifying a first primary user interface component of the user interface, the first primary user interface component associated with the secondary user interface component;

retrieving the primary object record information of the primary object record for display in the identified first primary user interface component at the client machine without refreshing the web page;

retrieving the requested first secondary object record information for display in the secondary user interface component at the client machine without refreshing the web page;

receiving a second request to display in the user interface a second secondary object record information associated with a second secondary object record;

determining that the second secondary object record is not associated with any primary object record;

determining that the requested second secondary object record information should be opened in a second primary user interface component; and

retrieving the requested second secondary object record information for display in the second primary user interface component at the client machine without refreshing the web page.

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 first server and the second server;

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

3. The method recited in claim 1, wherein each of the primary user components has 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 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.

5. The method recited in claim 4, wherein determining that the requested secondary object record information should be opened in a secondary user interface component comprises:

identifying a first secondary object record type associated with the first secondary 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.

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

7. 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 secondary user interface component.

8. The method recited in claim 1, wherein the request to display the secondary object record information is automatically generated based on an identification of an incoming call directed to the client machine.

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

displaying the requested secondary object record information in the secondary user interface component in the user interface without refreshing the web page.

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

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

closing the secondary user interface component.

11. The method recited in claim 10, the method further comprising:

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

12. The method recited in claim 10, the method further comprising:

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

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

opening for display, without refreshing the web page, a contextual user interface component including contextual information related to the first secondary object record information displayed in the secondary user interface component; and

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

14. 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 one or more servers being further configured to;

receive a first request to display in the user interface first secondary object record information associated with a first secondary object record in a first database stored on a first server, the user interface including a plurality of primary and secondary user interface components, each of the plurality of primary and secondary user interface components comprising a respective tab displayed within the web page, the secondary object record associated with a primary object record, the primary object record stored in a second database on a second server and having associated primary object record information;

determine that the requested first secondary object record information should be opened in a secondary user interface component;

identify a first primary user interface component of the user interface, the first primary user interface component associated with the secondary user interface component;

retrieve the primary object record information of the primary object record for display in the identified first primary user interface component at the client machine without refreshing the web page;

retrieve the requested first secondary object record information for display in the secondary user interface component at the client machine without refreshing the web page;

receive a second request to display in the user interface a second secondary object record information associated with a second secondary object record;

determine that the second secondary object record is not associated with any primary object record;

determine that the requested second secondary object record information should be opened in a second primary user interface component; and

retrieve the requested second secondary object record information for display in the second primary user interface component at the client machine without refreshing the web page.

15. The system recited in claim 14, wherein the user interface comprises an on-demand call center service available to a plurality of organizations in communication with the one or more servers, and wherein the client machine is associated with a first one of the organizations.

16. The system recited in claim 14, wherein each of the primary user interface components has associated therewith a respective one or more secondary user interface components.

17. The system recited in claim 16, 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.

18. The system recited in claim 17, wherein determining that the requested secondary object record information should be opened in a secondary user interface component comprises:

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

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

19. The system recited in claim 14, wherein the object records are stored at a server in a shared database accessible to a plurality of tenants in a multitenant environment.

20. The system recited in claim 14, wherein the one or more servers are further configured to:

identify a user of the client machine; and

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

21. The system recited in claim 14, wherein the request to display the secondary object record information is automatically generated based on an identification of an incoming call directed to the client machine.

22. The system recited in claim 14, wherein the client machine is further configured to:

display the requested secondary object record information in the secondary user interface component in the user interface without refreshing the web page.

23. The system recited in claim 14, wherein the client machine is further configured to:

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

close the secondary user interface component.

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

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

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

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

26. The system recited in claim 14, wherein the client machine is further configured to:

open for display, without reloading the refreshing the web page, a contextual user interface component including contextual information related to the first secondary object record information displayed in the secondary user interface component; and

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

27. One or more computer readable media having instructions stored thereon for displaying object record information via a user interface provided in a web page provided in a web browser of a client machine, the instructions comprising:

receiving a first request to display in the user interface first secondary object record information associated with a first secondary object record stored in a first database on a first server, the user interface including a plurality of primary and secondary user interface components, each of the plurality of primary and secondary user interface components comprising a respective tab displayed within the web page, the first secondary object record associated with a primary object record, the primary object record stored in a second database on a second server and having associated primary object record information;

determining that the requested first secondary object record information should be opened in a secondary user interface component;

identifying a first primary user interface component of the user interface, the first primary user interface component associated with the secondary user interface component;

retrieving the primary object record information of the primary object record for display in the identified first primary user interface component at the client machine without refreshing the web page;

retrieving the requested first secondary object record information for display in the secondary user interface component at the client machine without refreshing the web page;

receiving a second request to display in the user interface a second secondary object record information associated with a second secondary object record;

determining that the second secondary object record is not associated with any primary object record;

determining that the requested second secondary object record information should be opened in a second primary user interface component; and

retrieving the requested second secondary object record information for display in the second primary user interface component at the client machine without refreshing the web page.

28. The computer readable media recited in claim 27, wherein the user interface comprises an on-demand call center service available to a plurality of organizations in communication with the first server and the second server;

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

29. The computer readable media recited in claim 27, wherein each of the primary user interface components has associated therewith a respective one or more secondary user interface components.