Integrating and managing social networking information in an on-demand database system

• US 9,519,711 B2
• Filed: 12/31/2013
• Issued: 12/13/2016
• Est. Priority Date: 10/30/2009
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Chauhan, Chet
• Primary Examiner(s): Dalencourt, Yves
• Application Number:
  US14/145,870
• Publication Number:
  US 20140222811A1
• Time in Patent Office: 1,078 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/95 Retrieval from the web
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

Some embodiments comprise integrating information from a social network into a multi-tenant database system. A plurality of information from the social network is retrieved, using a processor and a network interface of a server computer in the multi-tenant database system, wherein the plurality of information is associated with a message transmitted using the social network. Metadata related to the transmitted message is generated, using the processor. A conversation object is generated, using the processor, based on the plurality of information associated with the transmitted message and the metadata related to the transmitted message. The conversation object is then stored in an entity in the multi-tenant database system, using the processor of the server computer.

Claims

1. A computer-implemented method of adding new correspondent contacts or leads into a database system, the method comprising:

receiving a message, using a processor and a network interface of a computer;

automatically searching existing contact records and lead records in the database system and determining that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records;

extracting correspondent-identifying metadata from the received message without operator assistance;

populating a new contact record or lead record with the extracted correspondent-identifying metadata;

associating the message with the new contact record or lead record; and

storing the new contact record or lead record in the database system.

2. The computer-implemented method of claim 1, further comprising:

creating, using the processor, a tracking record that associates the message with the new contact record or lead record; and

storing the tracking record in the database system.

3. The computer-implemented method of claim 1, wherein the message is received using a social network, and further comprising retrieving a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters.

4. The computer-implemented method of claim 3, further including responding to the message by transmitting a response to the message through the social network.

5. The computer-implemented method of claim 3, further including posting a response to the message on the social network.

6. The computer-implemented method of claim 1, further comprising:

categorizing the message.

7. The computer-implemented method of claim 1, further comprising:

creating a new case based on the message.

8. The computer-implemented method of claim 1, further comprising:

updating an existing knowledge-base entry based on the message.

9. A non-transitory computer-readable medium containing program code executable by a processor in a computer to integrate information from a social network into a database system, the program code including instructions to:

receive a message;

automatically search existing contact records and lead records in the database system and determine that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records;

extract correspondent-identifying metadata from the received message without operator assistance;

populate a new contact record or lead record with the extracted correspondent-identifying metadata;

associate the message with the new contact record or lead record; and

store the new contact record or lead record in the database system.

10. The non-transitory computer-readable medium of claim 9, the program code further including instructions to:

create, using the processor, a tracking record that associates the message with the new contact record or lead record; and

store the tracking record in the database system.

11. The non-transitory computer-readable medium of claim 9, wherein the message is received using a social network, and the program code further including instructions to:

retrieve a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters.

12. The non-transitory computer-readable medium of claim 11, the program code further including instructions to:

respond to the message by transmitting a response to the message through the social network.

13. The non-transitory computer-readable medium of claim 11, the program code further including instructions to:

post a response to the message on the social network.

14. The non-transitory computer-readable medium of claim 9, the program code further including instructions to:

categorize the message.

15. The non-transitory computer-readable medium of claim 9, the program code further including instructions to:

create a new case based on the message.

16. The non-transitory computer-readable medium of claim 9, the program code further including instructions to:

update an existing knowledge-base entry based on the message.

17. A system for integrating information from a social network into a database system, the system comprising:

a processor;

a network interface; and

a non-transitory computer-readable medium embodied with instructions to;

receive a message, using the processor and the network interface;

automatically search existing contact records and lead records in the database system and determine that the message was sent by a correspondent who is not associated with any of the existing contact records or lead records;

extract correspondent-identifying metadata from the received message without operator assistance;

populate a new contact record or lead record with the extracted correspondent-identifying metadata;

associate the message with the new contact record or lead record; and

store the new contact record or lead record in the database system.

18. The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to:

create, using the processor, a tracking record that associates the message with the new contact record or lead record; and

store the tracking record in the database system.

19. The system of claim 17, wherein the message is received using a social network, and the non-transitory computer-readable medium further embodied with instructions to:

retrieve a plurality of information associated with the message from the social network by searching through a plurality of messages using one or more filters.

20. The system of claim 19, the non-transitory computer-readable medium further embodied with instructions to:

respond to the message by transmitting a response to the message through the social network.

21. The system of claim 19, the non-transitory computer-readable medium further embodied with instructions to:

post a response to the message on the social network.

22. The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to:

categorize the message.

23. The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to:

create a new case based on the message.

24. The system of claim 17, the non-transitory computer-readable medium further embodied with instructions to:

update an existing knowledge-base entry based on the message.