Service cloud console

• US 8,984,409 B2
• Filed: 09/09/2010
• Issued: 03/17/2015
• Est. Priority Date: 03/12/2010
• Status: Active Grant

• 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): TILLERY, RASHAWN N
• Application Number:
  US12/878,891
• Publication Number:
  US 20110225500A1
• Time in Patent Office: 1,650 Days
• Field of Search: 715/738, 715/809
• US Class Current: 715/738
• 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 processing information entered via a user interface provided in a web browser on a display device of a client machine in communication with a server. The user interface may be capable of displaying a plurality of components, including a first component that may display object record information associated with an object record stored in a database. Edited object record information may be received at the client machine and displayed in the first user interface component. The first user interface component may be designated as unsaved. An interrupt event associated with possible loss of the edited information may be detected. A warning message indicating the detection of the interrupt event may be displayed in the web browser, and one or more selections for responding to the warning message may be provided.

Claims

1. A method of processing information entered via a user interface provided in a web browser on a display device of a client machine in communication with a server, the user interface capable of displaying a plurality of parent tabs and child tabs, the method comprising:

receiving, at the client machine, edited child record information comprising an unsaved modification to child record information displayed in a child tab, the child record information maintained as data of a child record stored in a database, the user interface providing access to an on-demand call center service;

displaying the edited child record information in the child tab;

designating the child tab as unsaved;

identifying a parent tab having a parent-child relationship with the child tab, the parent tab displaying parent record information maintained as data of a parent record stored in the database, the parent record having a parent-child relationship with the child record;

designating the parent tab as unsaved;

detecting, via the web browser, an interrupt event associated with possible loss of the edited child record information displayed in the child tab;

in response to the interrupt event, displaying a warning message in the web browser, the warning message indicating the detection of the interrupt event;

providing one or more selections for responding to the warning message;

receiving, at the client machine, an indication of one of the selections; and

performing, at the client machine, one or more operations in response to receiving the indication, wherein one or more of the receiving, displaying, designating, identifying, designating, detecting, displaying, providing, receiving, or performing are performed without reloading the user interface.

2. The method recited in claim 1, wherein the interrupt event comprises one or more of:

an attempt to close the web browser, an attempt to navigate away from the user interface, an attempt to close a web browser tab, an attempt to close the child tab, and an attempt to close the parent tab.

3. The method recited in claim 1, further comprising:

identifying an interrupt event type associated with the interrupt event; and

determining the one or more selections to provide based on the interrupt event type.

4. The method recited in claim 1, wherein the one or more selections comprises a first selection to cancel the interrupt event.

5. The method recited in claim 4, wherein the one or more selections comprises a second selection to save the edited child record information.

6. The method recited in claim 5, wherein the one or more selections comprises a third selection to perform the interrupt event without saving the edited child record information.

7. The method recited in claim 5, wherein the indication of one of the selections comprises an indication of the second selection, the one or more operations performed in response to receiving the indication comprising:

transmitting, to the server, a request to save the edited child record information; and

receiving, from the server, a response to the request, the response indicating whether the request to save the edited child record information was validated at the server.

8. The method recited in claim 7, wherein the request is transmitted and the response is received without reloading the user interface.

9. The method recited in claim 7, wherein the response received from the server indicates that the request to save the edited child record information was not validated, the method further comprising:

marking one or more errors in the child record information displayed in the child tab.

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

determining whether a maximum number of parent tabs and child tabs designated as unsaved has been reached, wherein the child tab is designated as unsaved and the edited child record information is displayed only when it is determined that the maximum number of parent tabs and child tabs designated as unsaved has not been reached.

11. The method recited in claim 1, wherein designating the child tab as unsaved comprises:

in response to receiving the edited child record information, setting a state indication for the child tab indicating that the child tab is in an unsaved state; and

displaying in the user interface an indication that the child tab is in an unsaved state.

12. The method recited in claim 1, wherein the child record is one of a plurality of child records stored at the server in a shared database accessible to a plurality of tenants in a multitenant environment.

13. The method recited in claim 1, wherein the edit event and the interrupt event are identified using a scripting language.

14. A system for processing information entered via a user interface provided in a web browser on a display device of a client machine in communication with a server, the user interface capable of displaying a plurality of parent tabs and child tabs, 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 on the display device in accordance with the instructions received from the one or more servers, the client machine being further configured to;

receive edited child record information comprising an unsaved modification to child record information displayed in a child tab, the child record information maintained as data of a child record stored in a database, the user interface providing access to an on-demand call center service;

display the edited child record information in the child tab;

designate the child tab as unsaved;

identify a parent tab having a parent-child relationship with the child tab, the parent tab displaying parent record information maintained as data of a parent record stored in the database, the parent record having a parent-child relationship with the child record;

designate the parent tab as unsaved;

detect, via the web browser, an interrupt event associated with possible loss of the edited child record information displayed in the child tab;

in response to the interrupt event, display a warning message in the web browser, the warning message indicating the detection of the interrupt event;

provide one or more selections for responding to the warning message;

receive an indication of one of the selections; and

perform one or more operations in response to receiving the indication, wherein one or more of the receiving, displaying, designating, identifying, designating, detecting, displaying, providing, receiving, or performing are performed without reloading the user interface.

15. The system recited in claim 14, wherein the interrupt event comprises one or more of:

an attempt to close the web browser, an attempt to navigate away from the user interface, an attempt to close a web browser tab, an attempt to close the child tab, and an attempt to close the parent tab.

16. The system recited in claim 14, the client machine being further configured to:

identify an interrupt event type associated with the interrupt event; and

determine the one or more selections to provide based on the interrupt event type.

17. The system recited in claim 14, wherein the one or more selections comprises a first selection to cancel the interrupt event.

18. The system recited in claim 17, wherein the one or more selections comprises a second selection to save the edited child record information.

19. The system recited in claim 18, wherein the one or more selections comprises a third selection to perform the interrupt event without saving the edited child record information.

20. The system recited in claim 18, wherein the indication of one of the selections comprises an indication of the second selection, the one or more operations performed in response to receiving the indication comprising:

transmitting, to the server, a request to save the edited child record information; and

receiving, from the server, a response to the request, the response indicating whether the request to save the edited child record information was validated at the server.

21. The system recited in claim 20, wherein the request is transmitted and the response is received without reloading the user interface.

22. The system recited in claim 20, wherein the response received from the server indicates that the request to save the edited child record information was not validated, the client machine being further configured to:

mark one or more errors in the child record information displayed in the child tab.

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

determine whether a maximum number of parent tabs and child tabs designated as unsaved has been reached, wherein the child tab is designated as unsaved and the edited child record information is displayed only when it is determined that the maximum number of parent tabs and child tabs designated as unsaved has not been reached.

24. The system recited in claim 14, wherein designating the child as unsaved comprises:

in response to receiving the edited child record information, setting a state indication for the child tab indicating that the child tab is in an unsaved state; and

displaying in the user interface an indication that the child tab is in an unsaved state.

25. The system recited in claim 14, wherein the child record is one of a plurality of child records stored at the server in a shared database accessible to a plurality of tenants in a multitenant environment.

26. The system recited in claim 14, wherein the edit event and the interrupt event are identified using a scripting language.

27. 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 for processing information entered via a user interface provided in a web browser on a display device of a client machine in communication with a server, the user interface capable of displaying a plurality of components, a first one of the user interface components displaying first object record information associated with a first object record stored in a database, the program code including instructions configured to cause:

receiving, at the client machine, edited child record information comprising an unsaved modification to child record information displayed in a child tab, the child record information maintained as data of a child record stored in a database, the user interface providing access to an on-demand call center service;

displaying the edited child record information in the child tab;

designating the child tab as unsaved;

identifying a parent tab having a parent-child relationship with the child tab, the parent tab displaying parent record information maintained as data of a parent record stored in the database, the parent record having a parent-child relationship with the child record;

designating the parent tab as unsaved;

detecting, via the web browser, an interrupt event associated with possible loss of the edited child record information displayed in the child tab;

in response to the interrupt event, displaying a warning message in the web browser, the warning message indicating the detection of the interrupt event;

providing one or more selections for responding to the warning message;

receiving, at the client machine, an indication of one of the selections; and

performing, at the client machine, one or more operations in response to receiving the indication, wherein one or more of the receiving, displaying, designating, identifying, designating, detecting, displaying, providing, receiving, or performing are performed without reloading the user interface.

28. The computer program product recited in claim 27, wherein the interrupt event comprises one or more of:

an attempt to close the web browser, an attempt to navigate away from the user interface, an attempt to close a web browser tab, an attempt to close the child tab, and an attempt to close the parent tab.

29. The computer program product recited in claim 27, the instructions further configured to cause:

identifying an interrupt event type associated with the interrupt event; and

determining the one or more selections to provide based on the interrupt event type.

30. The computer program product recited in claim 27, wherein the one or more selections comprises a first selection to cancel the interrupt event, a second selection to save the edited child record information, and a third selection to perform the interrupt event without saving the edited child record information.

31. The computer program product recited in claim 30, wherein the indication of one of the selections comprises an indication of the second selection, the one or more operations performed in response to receiving the indication comprising:

transmitting, to the server, a request to save the edited child record information; and

receiving, from the server, a response to the request, the response indicating whether the request to save the edited child record information was validated at the server, wherein the request is transmitted and the response is received without reloading the user interface.

32. The computer program product recited in claim 27, the instructions further configured to cause:

determining whether a maximum number of parent tabs and child tabs designated as unsaved has been reached, wherein the child tab is designated as unsaved and the edited child record information is displayed only when it is determined that the maximum number of parent tabs and child tabs designated as unsaved has not been reached.

33. The computer program product recited in claim 27, wherein designating the child tab as unsaved comprises:

in response to receiving the edited child record information, setting a state indication for the child tab indicating that the child tab is in an unsaved state; and

displaying in the user interface an indication that the child tab is in an unsaved state.

34. The computer program product recited in claim 27, wherein the child record is one of a plurality of child records stored at the server in a shared database accessible to a plurality of tenants in a multitenant environment.